To: Sam, Mike, and Others …
This is a letter of many thanks and much appreciation for the job you did with my Sub Zero refrigerator/freezer. I hate to be the customer who is remembered for having the most difficult repair job you’ve ever had come your way, but I must say I will remember you for your professionalism and your commitment. When the maker of the product advises you to bail out, you know this is not a good sign! You truly saved a sinking ship, my own Titanic so to speak.
The hours of work and the cost of materials far outweighed any profit margin you could possibly receive. Your kind of dedication and job ethic is not often seen in today’s market. It was my lucky day that Friday you sent Mike to replace a compressor, though I didn’t realize it, not even when I had to call you back to re-repair it, and again call you back when that repair didn’t last. How many times did that scenario repeat itself, and you stuck with me until you had it done right, even when it meant working on a holiday and into the night. This appliance I take so for granted became my worst headache and your biggest nightmare. It is now humming along, a sound I will now be able to take for granted once again.
You definitely made it into my book of unlikely heroes. I may have lost a refrigerator full of food (it was obviously time to clean it out) and had to pour my ice cream down the drain (Ouch – throwing out Haagen Daz hurts!), but you proved your company is dedicated to seeing a job through and doing it right; that your reputation and work ethic are worth more than your bottom line. Rare. I thank you again.
And again, and again.