"I called you this morning about a Brivis Buffalo... You very kindly advised me on... re-starting the unit - which has worked perfectly. I would like to acknowledge your kindness and professionalism and I will keep your details to share and use in the future if and when necessary. Many, many thanks again."
"... and I'll phone Colin again because he went out of his way to solve the problem that the other technician couldn't."
"I suppose I'm not really a customer, Colin, but happy to supply feedback. You fixed my cooler over the phone, by helping me understand the wall control functions. Don't even know how much I saved by avoiding a service call! Many thanks."
"Thanks for coming over so quickly. I'd had a call booked with a company who wasn't able to fit me in for nearly two weeks!"
"Good luck with your new business, Colin. You can't fail to do well because you actually put the customer first."
"Happy to write you a glowing testimonial for your new website, Colin ... I'm a repeat customer for a very good reason - I know you've always done the right thing when it comes to regular servicing ..."
"I didn't connect the news bulletins about CO emissions to my heater, but quickly realised it could be a health and safety issue, literally "right under my nose", so I found a reputable technician who checked my heater. Thanks Colin."
"... and, also, thanks for phoning me when you were held up, to advise me of your new arrival time. That meant I didn't have to leave work quite so early. Those little things mean a lot ..."
"Sorry I kept you chatting so long, but at long last I understand that wall control box."
"Okay, I'm a friend of yours, Colin, so I suppose I'm biased! But tradies like you are a dying breed - you turn up on time and appreciate that the customer is Number 1..."
"Mucked about by ducted heating repairers for a couple of weeks, including technicians not turning up at all, even though I'd taken time off work to wait for them. So I was at my wit's end (and still freezing) when a friend recommended you. Appreciated your prompt response."