Mr. Buie,
I wanted to take a moment to provide you with some positive feedback regarding my experience yesterday afternoon with your technician, Vince and I certainly hope this assessment is helpful.
When you invite a stranger into your home, it is always your hope that you will be treated with dignity and respect. This doesn't always happen but I will admit, so far (knock wood), I have been fortunate. I salute you and your employees. The young lady who scheduled my appointment was gracious and accommodating and her customer services skills were exceptional. Her role essentially "opens the front door" for your company and she did so with incredible grace. I would like to thank her and I hope that you will do so on my behalf and let her know that her kindness and great customer service skill did not go unnoticed.
Vince telephoned me within 15 minutes of his arrival and I sensed at that moment I was working with an organization that "gets it." It's all about attitude and we are all aware that bad attitudes can destroy a business. Again it's about attitude, competence, AND how we treat people. Vince came through in superlatives. He was kind, thorough, knowledgeable, and explained what needed to be done in a way that was easy to understand.
What struck me most was a conversation I had with him when he was high atop a ladder, struggling with the heat of the day (at the end of the day), and my air conditioning compressor blowing hot air directly up towards him. I asked him if he enjoyed his work. I wasn't surprised when he said that he did as you tend to get a sense if someone's job suits them by their attitude. It's what he said that served as one of those moments that took my breath away. He remarked how long he'd been doing this work and then said that it was rewarding because he is performing a much needed service. He said that in a way, he feels he is "saving lives." Sounds just like those medical students I used to work with entering medicine for the "right" reasons and I felt he was absolutely on point. If more people paid attention to the work that you do and took advantage of your service, perhaps property (which can be replaced) could be preserved and lives (which cannot be replaced) would be saved. My sense is that some of this is inherently Vince but I also sense that it's part of the work-ethic expectation on your part as his supervisor and mentor so I salute you and pledge that you'll have my business for as long as you're in business and I hope the two staff members that I've interacted with over the past few days are with you for many years to come.
I will be spreading the word about the Dryer Vent Wizard to friends and neighbors. My sense is that I will be sleeping better knowing that this work has been done and I'm hoping to convince others to follow suit. I also submitted a positive review on your Better Business Bureau page. After reviewing the BBB score, I decided your company was the one I would like to have do the work. It has yet to be posted but I hope it is soon.
Regards,
Richard W.
