The following is a note I wrote to Paul about his business:
I just wanted to drop you a line to thank you for whatever you have done to create such a great business and such a great team. Our dryer broke down 2 weeks ago. Knowing I could probably fix it myself, I didn't want to pay what others were charging to fix it. I also didn't want to pay what others were asking just for a new motor. My brother in law recommended your shop, and I thought I'd give it a try.
From the first moment, I was very impressed. Tim took my call and took much longer than could have possibly been profitable for you walking me through how to approach fixing my dryer. He was incredibly helpful. Then, when I went in to pick up the motor and I saw that he had kept detailed notes on our call and still knew exactly who I was and what my problem was, I was even more impressed. He walked me through things again, this time showing me what I would need to know on the actual motor, and making sure that I wouldn't shoot myself in the foot.
Hearing that Tim and others of your staff say that they have been with you for literally decades shows that you are doing something right for them, as well.
I hope I never have to fix another appliance again, but when I do, I know where I'm going for help.
more