Dear Doug,

This is to follow-up on our telephone conversation late this afternoon. I am writing to compliment you’re Service Technician, Mr. Jim D.

As I mentioned, I am a 5th Generation Native of Colorado Springs and my extended family have been customers of Wright since the beginning of the company some 50-75 years ago. During that time, we have benefited from the excellent service of numerous Wright Service Technicians at family homes all over the West Side, in Manitou Springs, and in the Skyway and Cheyenne Mountain areas of the City.

Over the past week, Jim D. made three service calls to a friend’s house that I manage and serve as a “big brother” for her two sons. Jim came out initially to perform an annual service checkup on the 12 year old Furnace and to repair a mal-functioning Humidifier. He did an outstanding job and educated me in the process. While reviewing his work, he pointed out that the solenoid on the Humidifier was working but that it had seen better days. He did not try to sell me product I did not need and I appreciated that very much. However, I asked him if the Humidifier would perform better if we ordered a new solenoid and he replied “yes”. As a result, I made the decision to order the new solenoid to maximize the performance of the Humidifier in our incredibly dry climate for the benefit of the home owner.

A few days later John F. called me on my cell phone and indicated the solenoid was in and that Jim could come out immediately if it worked for me. It did, and Jim came and installed the new solenoid. The Humidifier performed much better immediately and Jim instructed me on routine maintenance and adjusted the “plastic” drain hose.

Later that night I went to the basement to feed the dog and noticed a significant leak in the area of the Humidifier. The next afternoon, I called John who arranged for Jim to come back to the house within an hour to address the problem. Jim discovered several problems including too much water coming through the new solenoid and a weak seal in the box which holds the humidifier filter (I hope I am not stating these facts wrong from a technical standpoint).

In any event, Jim was sincerely upset that he had not discovered the weak seal the day before and re-calibrated the water flow. It is now working perfectly.

The bottom line: Jim was courteous, friendly, obviously knowledgeable and highly competent and thoroughly professional at all times. He set a standard of excellence for Service Technicians that will go a long ways towards enhancing the reputation of the “New Wright” company as well as setting an example that all service professionals could learn from (myself included).

Thanks to you, John, particularly Jim and Wright Total Indoor Comfort for excellent service.

Sincerely,

Larry