“I want to take a moment to thank you so much for your help the other day when we were having terrible outgoing email problems. As you know, originally I called ARG only to ascertain whether ATT had imposed a limit on our outgoing email. ARG determined that in fact, that was not the case. ARG could simply have assumed that my question had been answered and nothing further needed to be done on your part, but you took the initiative to request copies of the error message and email we had received, and after I faxed them to you, you did the research and found that we had somehow been added to the Barracuda blacklist. Again, you could have stopped there, but you went the extra mile to go ahead and have us removed from that list, and all within a short time of discovery.
Though the cause of the email trouble turned out to be unrelated to the internet service itself, I want to express my appreciation and gratitude to you and ARG for going well beyond simply answering a question, but taking the time and making the effort to make the situation right for us, your client. Your involvement is typical of the excellent service and close working relationship we have had with, and hope to continue to have, with ARG for many years. On behalf of my colleagues thank you again for all your help.”