Dear Sir, Madam The saying is that the customer is always right. (Sadly, this is far and between each encounter) While most businesses supposedly (or try to) stick to this mantra, few truly go the extra mile for their customers. The reasons for this vary. The company is too big, too corporate or too concerned about the bottom line to pay attention to the needs of one individual. (That’s me, the customer) This philosophy doesn't necessarily make or break companies, but it discourages customers. But every so often, a company like Truly Nolen will surface with the customer in mind. That message is conveyed because of the quality of service a technician will provide in the field (In this case Russel Renisoff). Customer service is key to success in many kinds of business. Great service can keep customers coming back and helps build loyalty while encouraging customers to spread the word about your business. But in order for this to happen the service must be outstanding. Technician Russel Renisoff makes you believe that you are in safe hands with a company (The Company he has chosen to work for). Whereas, when having a technician at your house you get the impression that they are there for the purpose of satisfying the contract and solely that. I would have to say that the opposite was true in this case with technician Russel Renisoff who came across as someone who wanted to (make sure, that the problem, that he was called for would be resolved) before he had any notion of leaving. Indeed, it is quite encouraging. While working at my house technician Russel Renisoff took the extra time to separate his company from others. Mr. Renisoff with his professional and polite demeanor took the time to show me where the cause of the problem was. He told me how he was going to prevent it. And then he went the extra distance by showing me areas of concern that I should pay attention to. What I found very encouraging was his reassurance on more then on occasion whereas he would state (should you have any issues, call us and we will come down and resolve the issue) as a customer those are the most delightful words you enjoy hearing. Thank you, Steven R. Weston, Florida