You might say that cutting to the chase is my job as manager of Customer Service at AMERICAN. It's my department's responsibility to find answers and solutions quickly, and we can't waste time when we're doing that. So let me get right to the point: My goal is to make your experience with AMERICAN's Customer Service Department the best you can ever have with any business. I'm talking about any business dealing with any product, anywhere, anytime. I want AMERICAN's customer service to stand out -- to impress, to dazzle. Just a bunch of hot air? I guarantee you it is not. Consider the following excerpts pulled from a growing file of complimentary letters sent to us: A project manager from Virginia wrote to tell us his AMERICAN customer service representative was "the most thorough, most pleasant, and most delightful customer service representative I have ever dealt with in business ... her performance was unprecedented in my dealings with any other supplier. She expedited our project, kept me on my toes, and allowed both our companies to proceed at an unprecedented pace." Also from Virginia: "I would like to express my sincere appreciation for the superb customer service...(AMERICAN's customer service representative) has been extraordinary in her cooperation and ability ... and went beyond the call of duty." From Kansas: "I would like to thank you personally for your company's support on this project. I would also like to recognize certain individuals within your company that helped us toward an early completion and zero downtime awaiting materials." And from Kentucky, a water superintendent wrote that our Customer Service Department "went beyond the call of duty to provide us a service ... They made a difficult task much easier." At AMERICAN, we know that listening to you must be an integral part of that mix if we are to know what you really need and want. We know that, and we act accordingly. Several years ago we listened when you told us that AMERICAN should improve its on-time manufacturing. Since then, we have attained a greater-than-99 percent on-time ready-for-shipment record for manufactured items. This is virtually unheard of in the pipe industry and, for that matter, anywhere. More recently, after listening to you, we developed an easy and simple way for delivering your shipping lists and invoices in a more timely manner. Each evening, these important documents are automatically e-mailed or faxed to those of you who have requested them. For long-haul deliveries, you have advance confirmation of exactly what is on your truck and can prepare for its arrival. If you are re-billing your customer or simply preparing a monthly draw for installed or stored material, this allows you to improve cash flow. If you are not currently utilizing this service and would like to, please let me know, and I'll see that you get signed up immediately. You have probably heard by now that AMERICAN has once again been recognized by Fortune magazine as one of the "100 Best Companies to Work for in America." Well, I happen to agree with that assessment, and I'm proud to be part of the AMERICAN culture. But I personally believe that you can't be one of the best places to work unless people like to work with you. If you ever have questions or comments about our service, I hope you will call me at 1 800 442-2347 or e-mail me at mgaston@acipco.com. I promise to cut to the chase.

Maury Gaston, manager of Customer Service