“Yesterday, I called your facility to schedule an in-home service appointment. I spoke with Steve. He was polite and professional. He scheduled a service appointment for today and told me that your service representative would call before his arrival. Tim called me at about 1:45 this afternoon to alert me that he was only a few minutes away from my home. He soon arrived and was both very professional and knowledgeable. He quickly diagnosed my television problems and gave me quality information upon which I could make my repair decisions. I feel compelled, based upon my positive reaction to Tim and Steve, to send this message applauding your organization on the quality of your people. Thank you for smoothing the rough edges and making an otherwise unhappy experience much less intimidating.”