Dear Mr. White,

As someone in public service, I know that all too often we only hear from our customers when something has gone wrong- regardless of who is to blame. I wanted to take the time today to let you know how much I appreciate the fine work and dedication of your employees, who are the epitome of good old-fashioned customer service.
Recently, when I needed a new fireplace gas log set, I was referred to your company by my good friend and Waverly Hills neighbor, Coldwell Banker Realtor Barbara Davidson, who provided a glowing recommendation. I soon discovered why: your office staff members, Helen and Judy, were courteous and prompt in setting up my appointment. Judy called me 30 minutes ahead of when the technician was to arrive, so I could leave my office and meet him at my home without taking more time from work than necessary.
Eddy, the technician, impressed me from the moment I opened my front door and he asked if he should remove his boots to protect my hardwood floors. Although I had  prepped the area around my fireplace with floor protectors, Eddy had come prepared with cardboard and soft mats to protect my floors and hearth. He was incredibly  thorough and meticulous. When he discovered that the fire log dealer had not included part of the remote, he kept working on putting together other parts of the unit to give  the dealer time to reach my house with the missing part, thereby avoiding any “wasted” time on the clock.
A week later, when my new unit started leaking gas, Eddy inspected every inch of the unit until he found the defective, leaking gas regulator. Throughout this experience, I  have truly felt as though Eddy and White’s Plumbing was “on my side”.  Enclosed is my check for Eddy’s last visit to troubleshoot the gas leak. I am now working with the dealer through the warranty process to get the defective part replaced. In  the meantime, I wanted to let you know what fine employees you have (I am sure you already know this) and that they are a glowing reflection of your business and, by  extension, your service philosophy.
In this day and age, where too much focus is on what we can get from others instead of give, White’s Plumbing is head-and-shoulders above the competition. In fact, your  company is an example for all businesses, large and small, regardless of the profession. I will definitely use your company for all my future plumbing needs!
Donna M.