“Dear Mr. Penn
I am a resident of the Clarion Housing estate in Islington and unfortunately I have had need of Ark Pest Control’s services due to mice in my home. I’ve now been visited three times by Matt, one of your technicians, and I wanted to write to tell you how impressed I am by him and the service he provided. On all three visits he was prompt (I could set my watch by him), professional, knowledgeable and pleasant. People are very quick to complain and not so quick to give a compliment when it is deserved. I just wanted to redress the balance a little on behalf of Matt. He is a real asset to your company.