Dear Mr. Tango,

My name is WoanYee Hun, and I was a client of yours who recently completed a 7-day Harbin trip (Jan 18 to Jan 24, 2026), planned by your staff, Ms. Cathy Zhang, and led by Mr. Carsten Cao.

At the end of the trip, I was given an evaluation form. Due to time constraints, I didn't have enough time to write a proper evaluation. In addition, I found the evaluation form overly casual and simplified, which could limit the honesty and accuracy of my input. Therefore, I decided to ask Ms. Cathy Zhang for your corresponding email address. I hope you will take the time to read my email, as I believe it is crucial for any individual in a managerial or higher position to accurately assess their staff's performance. I believe one of the most crucial ways to evaluate staff performance is through clients' honest input. 

First, I would like to acknowledge Ms. Cathy Zhang. She had been patiently assisting me in planning the trip, which I had invited my elderly father and three teenage nieces to join. In the early stages of planning, there were many uncertainties, leading to numerous adjustments/corrections to the plan. Many emails were exchanged between Cathy and me. Each time, she responded promptly, allowing me to obtain the information I needed to make decisions. After the plan was finalized and the trip was paid for, Cathy didn't leave but continued to respond to my emails with additional questions should I have any, so that I felt prepared for the trip. I appreciate her patience, good time management, and helpful assistance in planning the trip with me.

Secondly, I would like to acknowledge Mr. Carsten Cao, the tour guide for my trip. During the trip, Mr. Cao had shown his knowledge of the places we visited. If there was any information he didn't know or wasn't sure about, he never pretended he knew it all. Instead, he would admit he wasn't sure, look for the information, and come back with the accurate information. His honesty is greatly appreciated, as nothing is worse than receiving incorrect information while an individual is trying to learn from travelling. Meanwhile, Mr. Cao had shown me a great deal of empathy, as it wasn't easy to travel with a senior and three teens. My father, who is in his late 70s, has age-related health issues, has lived in a tropical environment his entire life and wishes to experience winter and see snow; this Harbin trip was rather challenging for him. The extreme outdoor cold, the distance to walk, winter activities, and the hazardous winter environment, such as slippery, icy walkways and crowded surroundings, all could be extremely challenging for a senior. Luckily, Mr. Cao was very kind and helpful. Often, he would step in to help me care for my elderly father. Some examples, such as Mr. Cao, walked with my father while I was attending to my three teenage nieces. Mr. Cao would volunteer to guide my father to the male washrooms because it was inconvenient for me to accompany my father. Mr. Cao would volunteer to stay with my father in a warm space so he could stay warm and rested, while I could give my nieces company and let them have some fun they deserved. On the day of skiing, which was a highly anticipated activity for my nieces, Mr. Cao spoke with the restaurant owner where we had our lunch, so my father could rest in one of the guest rooms for free while we took the teens for hours of skiing. 

Although this trip was challenging for my father in some ways, I was determined to offer him activities he could enjoy and participate in. Mr. Cao shared my vision. Every day, he would suggest ideas to me so I could make a rational decision about balancing fun and rest for both my father and my nieces. This was extremely important to me because I would not want to bore either my father or my nieces. At the end of each day during the trip, I would ask the teens to evaluate their activities, and they were satisfied and thoroughly enjoyed them. My father enjoyed the snowy scenery around him, saw incredible ice sculptures, rode an ATV on a snowy road, took a horseback ride, saw Russian-influenced architectural landmarks, and saw rare wildlife. At the end of the trip, Mr. Cao volunteered to take my family and me to the airport to ensure our departure went smoothly, especially since the driver wasn't the same person we had used over the past few days. 

As a tourist, I didn't expect my tour guide to do so much for me, because I don't think all the extra effort Mr. Cao offered was included in his job description. Yet he did it because he is an empathetic and kind individual who understands a senior traveller's challenges, the hardships of a caregiver, and the wishes of younger travellers. 

In summary, I would like you and your managerial committees to be aware of the excellent, distinctive services, professionalism, and strong work ethic of Mr. Carsten Cao and Ms. Cathy Zhang. I hope your company offers recognition to staff who have performed exceptionally in their roles. 

Thank you for your time to read my long email. I am writing this email because I believe the two staff members you mentioned above deserve my time to acknowledge them and to show them my appreciation. 

If you have any additional questions, please do not hesitate to email me.

Yours truly,

WoanYee