I want to tell you how pleased I am with our recently completed projects. We had two goals: the first was to create an employee manual and the second was to document our procedures in various departments of the company.
Although we have been in business since 1971, the company only had a handful of employees during most of that time. However, with the growth of the internet side of our business, that changed rapidly. The informal way in which the company was run when we had four employees no longer worked as we neared thirty! You helped us create an Employee Handbook that spells out and solidifies our policies on employee benefits such as vacation, sick time, health insurance and profit sharing. You also made sure we were in compliance with the latest labor laws and produced a document that I daresay can stand proudly next to any produced by the large corporations.
As we added staff and re-organized the company, we also felt a need to document how each department accomplished its work. We knew this would make it easier to train new employees and provide consistent service to the many customers we were gaining. Through extensive interviews with employees, you learned how they functioned in their roles, and then wrote it all down. Within two weeks of arriving here, the depth of your knowledge was so complete that I felt sure you could step into any job and perform it successfully, including mine! Each employee you worked with looked forward to your visits and enjoyed the process of sharing his or her knowledge. At the end, we had an Operations Manual that included detailed instructions and screen shots from our web site and accounting systems, and it's been a very helpful and well-used document.
At the beginning of the project, you provided dates for delivering the various sections. I was especially impressed with how you successfully met those deadlines. We fully expect and look forward to working with you in the future.
Sharon Newman, Action Envelope