Dear Mr. Dolling:
I just thought I'd drop you a note to let you know how pleased I am with your company and especially with your employee, Jay.
A couple of weeks ago, Jay came to service my refrigerator, which was not producing cold air. A couple of days later the appliance was still not working, so Jay came back to look at it again. It was wonderful that he came out the next day, after regular hours, to help us. Also, he took quite a bit of time to explain our options to us. Once we decided to purchase a new refrigerator, he took the parts he had put in earlier that week and gave us our money back.
This type of courtesy and service is unheard of nowadays. I cannot tell you how thrilled we were with Jay and with your company. Jay was the nicest, most helpful service professional I have known. Being a woman, I find it refreshing not to be treated like an idiot by a know-it-all repairman. People are always complaining about how they have gotten ripped off by repair companies. We have raved about how reputable yours is to many of our friends and neighbors - and will continue to do so. No one could believe that you took the parts back and refunded our money without any prompting on my part.
Since all our appliances are getting up there in years, I'm sure that we will be seeing more of your company around my house. You've earned a loyal customer!
Mike serviced my JennAire stove/oven today and was extremely helpful and full of information. Please tell him he is wonderful!
Also, he really sold me on working with Dolling's for service on all my appliances in the future. Mike did a superior job and really sold me on your company.
Thank you for your assistance and please show Mike that he is appreciated!
I wish to write you about one of your employees, Dwayne. I do not know his last name. Dwayne came to my home to clear a problem with my air conditioner. It took him four to five days to find the problem and correct it. During this time he was polite, knowledgeable, answered all my questions and finally found and fixed the problem.
However, on the sixth day, he called to ask me if the problem remained solved. In my nine years here in Florida, this had never happened to me before, and I must tell you that it was great to find someone who was concerned enough to do this.
Libby N. Hurlich
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.