"Don't worry; I've got this." He stated. I was pretty sure he didn't, so I chewed my nails until he returned to the shop.

As I saw the truck pull back up into our driveway, I ran right to the truck and started my questioning. 

"How did it go?" I questioned him before he could put his truck in park. "What did she think about our service guarantee? Did you finish the customer satisfaction survey?"

"All OK," he said. "She didn't have hot water before, but now she does."

I could have strangled him.

The newspaper came a week later and was switched to Terry's editorial. She did, indeed, mention her plumbing problem - and David. She was very enamored with him and gave us such a positive response.

What was it about the service call that elicited such a favorable reaction?

David was described as a professional and technically proficient in the column. She didn't have hot water when he came, but she had it by when he left. That, however, was not what amazed her. She stated that she expected all of this. What impressed her was that while David was filling out the papers, Terry was making tea. That's when David realized the tea kettle handle was a little loose. He asked respectfully if he could tighten it. He took a moment and pulled out a screwdriver, and fixed it. 

A Tea Kettle. This is what she was so impressed with. He didn't have to fix her tea kettle, but he did. 

This shows that no matter how professional you may be, noticing the little things and showing human compassion will always beat our professional competitors, as Rimrock plumbing will always think outside the box and go above and beyond.