“Your company has serviced my HVAC AC heating and air conditioning units for over 25 years. Over the weekend I experienced a problem with the unit and contacted your office for service. Keith Sabo was dispatched to my home on April 29, 2009, to service the unit. I am sending this email to commend him for his excellent service and his customer focus. From the onset he assured me he would resolve the problem I was having with the unit. He worked diligently, deliberately and patiently until he was able to resolve an intermittent problem with the unit. I was quite impressed that the problem neither overwhelmed nor frustrated him. He is quite an oddity as today’s technicians typically regard themselves “as doing you a favor” rather than providing a service. I commend you for having the foresight to include Keith Sabo as a team member. Please let him know I am grateful for his service and for his attentiveness to my problem.”