Mark,
I am sending this note to tell you that last night I again had a really
wonderful service experience with your Brandywine Valley team. I came
home after 7 PM to find my air conditioning not working. Since I had a
maintenance visit set for July 16, I sent Justin Boomer an email asking if he
might move that up much earlier in view of my problem. Given the hour, I
never for a moment expected a response from Justin that same evening. But
to my very happy surprise, Justin called me around 8 pm to let me know that he
had seen my email and had responded by email. In other words, he was so
service oriented that he not only answered me by email late in the evening, he
also called to make doubly sure I knew that you folks would help me. That
is extraordinary.
As things developed, by the time Justin called, my wife had suggested I call
your office to see if there was anybody on-call. I had reached a very
efficient woman taking your office calls who said she would forward my
information to your on-call technician, John, who would call me back. As
luck would have it, John called while I was talking to Justin. Justin and
John then coordinated and John was good enough to come to my home at almost
9:30 pm. In the meantime, Justin keep tabs on things by email, promising
help as soon as he could arrange it if John could not fix things.
Despite the late hour and all the work which John had faced that busy evening,
John was pleasant, upbeat, and thorough. He assessed our situation and
was able to get us up and going again. While John was efficient with his
time, he never acted the least bit rushed or put-out that he was working so
late. To the contrary, he made us feel that he really cared about our
problem and would do his best to help.
This is not the first time I have written to you to say how pleased we have
been with your team. Maybe you could do without my reports. But I
feel compelled to recognize great service when I get it. Way back when I
first met you and you were helping us select our system, you told me that you
folks strive to be service oriented and to do right by your customers.
Thankfully, my system has generally worked well and I have not had to lean on
Brandywine for help that often. But any time I have needed assistance,
your team has much more than lived up to your word. They are always
great. Last night, Justin and John were particularly great and I so
appreciate that. It's not so much that my problem got fixed quickly
(although that was really wonderful), it's that those guys showed they cared
and gave it their all. Thank you.
I have copied Justin on this so that he knows of our appreciation. Perhaps
someone can let John know as well.
- J.M from Media
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