Dear Mr. Story,
A number of years ago, your company installed new windows at an apartment building that I own. Recently, while doing some painting, I noticed that 2 of the windows would not stay up. I called the office and a rep was sent out to take a look. It turns out that the balancers need to be replaced and the windows are no longer being made.
I am writing this letter to compliment your employee “Sarah” who spent some time trying to find a solution. Just last week, I had a message on my machine from Sarah apologizing for taking so much time but giving me the name of an individual who has the balancers in stock. She left the contract number and even the cost for the repair. I believe she deserves a pat on the back for the extra effort she put into finding the solution I needed.
Please pass along my thanks to her and thanks to you for having such great employees.