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I just want to send you a note to acknowledge the professional service of your staff. It started with Sarah whom I spoke to when I called to place the call. The service department was busy so she immediately took the details in a very warm and professional manner, gave me the estimated time and said Brad would call half an hour before arriving. Sure enough Brad called to say they were on their way this morning and he and Sushil arrived to service our heating unit. They too were very professional, and went about their business confidently. They left their boots at the door when inside, explained exactly what they had checked and found. The result? A very satisfied customer who would recommend Maroondah Heating and Cooling in a heartbeat. This says so much for your “brand”  Stuart and the values that you as a leader hold. A renowned brand expert asked one time “What is brand?” The answer – It’s a feeling in the gut. Your staff made sure that not only was the job done but the way they went about their jobs with a caring approach ensures that you have a very satisfied customer. I can imagine that they might think they did nothing out of the ordinary and that is where the secret lies, because so many service people do not attend to those simple, albeit so important, things well. Please thank them!