Hi, I'm Ed Kuhn, the president and chief executive officer of TravelCenters of America. In late June, I visited our Columbia, N.J., travel center, which had just finished a major remodeling. Wow! What a change! Now the site has a new travel store, food court, updated restaurant and many other features you've come to expect from TA.

But even more impressive than the new building - and maybe more important to you - is the staff. Ten of them have worked there a combined 227 years. That's extraordinary!

In that time, one can only guess how many cups of coffee, oil changes, tire repairs or gallons of diesel fuel our folks at Columbia have provided. Nor how many smiles, cheerful greetings or comforting words they've given to long-time customers and total strangers.

If you ask them why they've stayed so long, most say they enjoy meeting and helping people. Most of our travel centers have several long-time employees whose presence helps bring customers back again and again, and who help set the standard for new employees to achieve. Their example and combined experience are keys to maintaining the level of service we aim to offer everyone who walks through our doors.

When you come to one of our locations, you have the right to be served by someone who knows the job and is courteous, helpful and pleasant - whether they've been there a week or 30 years.

I often hear from you that service is very important. Let me tell you some of the things we do to provide good service.

Training is an ongoing process, from new employees at the travel center level through "TA University" where managers receive regular, intensive training. We measure the results of our training through our "mystery shopper" program and customer feedback programs.

Our goal is to provide the best customer service in the industry. If you're dissatisfied, let us know. Ask to see a manager; if you're still not satisfied, call our toll-free customer hotline, (800) 961-2961. Each call is answered by a professional customer service rep who will work with site managers to make you satisfied.