| December 10, 2008
Dear Parents/Guardian of FUMA Cadet:
I wanted to introduce myself and let you know that I have had conversations with FUMA personnel regarding the challenges the Academy and you as parents have experienced this year with Lifetouch Portrait Studios. I want to let you know that I appreciate the candor during the conversations had with FUMA, and agree that there have been several service challenges this year with the student portraits at the Academy. Please accept my sincere apologies.
We are not taking your dissatisfaction lightly. In fact, the details of our conversation have been forwarded to several key people in our organization, including our Area Manager. We have experienced some reorganization issues this fall that unfortunately affected our service to your school. We are already working to improve our internal process, and I hope you will bear with us as we develop a better approach to handling specific issues that arise with this program. We have meetings scheduled with FUMA after the first of the year to assess the needs of the Academy and allow us to formulate a plan to better meet the needs of the Academy immediately going forward.
We want you to know how much you are sincerely valued as a loyal customer, and wanted to end this letter by clarifying a miscommunication in our proof mailing. We had originally asked that you return the proof if you had no desire to purchase, and did so in order to keep record that all of the proofs were received at the student's households. We realize now that this may not have been the best way to achieve the end we had in mind, and that will be part of our reassessment with the academy moving forward. In the meantime, please know that you do not need to return the proof if you do not intend to purchase.
Again, we thank you for your patience with us this year, and hope to help you with future needs as they arise. If you have questions regarding your picture proof order, please feel free to contact Cameron Glasco (Customer Service Supervisor) at 804-262-3772 or 800-547-3936, ext. 23772 or cglasco@lifetouch.com. If you have further questions or concerns, please feel free to contact me at the number below.
Sincerely,
Holly Netz
Area Sales Manager
Lifetouch National School Studios
804-262-3716
800-547-3936, ext. 23716
hnetz@lifetouch.com
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