I was in customer service for 20 plus years and know what a disgruntled customer can be. I've had to encounter several situations in the past few years with your employees due to reguler maintenance and some repairs caught from your experienced technicians. All technicians were very knowledgeable, customer oriented, and professional. However, the one that made such an impression on me the most was Paul Flores. The minute I opened my door he looked me straight in my eyes and that immediately relieved my frustrations. This shows the customer that he is there to meet your needs and resolve your problem. Looking a customer in the eye creates a very special, automatic, trust with Jon Wayne Heating and Air Conditioning. This is a very rare trait in people and will keep customers coming back to Jon Wayne and they will refer many other people to call Jon Wayne. This employee, Paul Flores is an asset to your company.