I initially called Sears to get a competitive bid to repair a broken spring. Cassi explained all the options and pricing. She did not try to upsell me; she asked me questions which resulted in me coming up with my own conclusion that I should simply replace the 30 year old door. When the appointment was booked (best price!)she communicated arrival times, who would be coming and what they would be doing. Mervin and Shon (trainee) arrived just as stated. They were polite, efficient and very considerate about potentially damaging anything in the garage. Mervin explained that Shon was a trainee and supervised his work, explaining things to him as he went. Shon was a good student and regularly confirmed things with Mervin. Or, if Mervin saw Shon heading the wrong direction he would respectfully correct him. This gave me confidence that the company is producing good technicians by providing solid hands-on training. Shon was very sharp; it was obvious that he was wanting to do the best job he could. When the project was complete Mervin made sure that the work area was picked up, all trash removed and that the door was operational. Mervin is a man committed to getting things right. In addition to the OJT with Shon Mervin chased down a factory setting problem with the opener to make sure the new door would operate perfectly and he succeeded! I don't intend to sound overly enthusiastic, but I believe in giving credit where it is due. Great team.