First, they gave a reminder call about the appointment and let me know that the technician would be calling prior to arrival.
Next, as promised, the technician (Jon) called prior to arrival, arrived in the time frame stated and when Jon arrived he gave me his business card so I knew I had the same individual that had called me. Then Jon did a thorough inspection of the problem, listened to what I told him without making me feeling like my opinion and observation didn't matter, he ask a number of follow up questions and explained why he was asking them and lastly he explained what he thought the problem was, what it would take to fix it and gave me an estimate of the cost.
It was an extensive job that required cutting a hole in our ceiling. Jon kept the mess to a minimum, told me at every step what was required so I knew the progress of the job and finished in a timely manner. He cleaned up his mess and best of all was friendly to our dog (and me). If all of the Benjamin Franklin technicians are as professional and thorough as Jon then they will have business for many years!