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Last December, my oven wasn’t working quite right. One of the gas burners was taking long to light, and I could smell gas when I started it. I called a bunch of places, and most took several minutes before determining that they couldn’t service the brand of stove I have. Eventually, one pointed me to one of the few places that could help - Priority Appliance Service. When I called them, their service line guy said “We are really busy in December” – so I was expecting a "sorry buddy, you should have called in November" - but then he said “December’s when we get the most requests to service stoves. Because of that, we’ve blocked off several days to ensure we can get everyone helped out.” Wow. Since someone needed to be home, I booked a Saturday. Their policy was to phone in the morning, and at that time the service technician would know his schedule. However, it was the same day we were having a birthday party for our daughter, so I wasn’t too flexible with my availability. So, he asked what time the birthday party was, and said they’d figure out how to work around it. A few days later, I called back to confirm the appointment. They confirmed the time, and then they said “have a great birthday party with your daughter” - I was pretty surprised by that. Then, day of appointment, the technician showed up, on time, and got the job done. He was friendly and efficient, and offered me some advice on how to make my fridge last longer (even though he wasn’t there to service the fridge). I paid him, and as he left, he again said ‘happy birthday to your daughter’.

Last weekend, I went to the local tire shop to buy 4 new tires for my car – a purchase from $500 - $1000, depending on the product I select. I’d gone there before to fix a flat tire and had received good service. Not so last Saturday. I walked in, and there were 3 guys at the counter, talking to each other. I walked up, stood about 6 feet away from them, and waited for them to start talking to me.. But they didn’t. So, I looked at some tires, then wandered past the counter again. Still, no response. So, I walked past the counter again, and left the store. Talk about lost opportunity for an easy sale.

So, I drove down to Fountain Tire, a few blocks away. I walked in, and there was nobody at the counter. About a minute later, a guy walked in from the back (garage area), and he apologized for the delay – 2 of his staff called in sick, so he had to service vehicles and manage the front desk himself. He asked me a few questions to figure out what I wanted, he confirmed what he had in stock, calculated the price, and told me how long it would take to get the tires installed. Within probably 3 minutes he made a $665 sale. I was in Fountain Tire for almost the exact same time I was in the other shop. I asked for him to install the tires, and I went to Starbucks with a book to read for an hour. When I returned, he was just finishing up – exactly when he said he would be. I paid my bill, hopped in my car, and drove off, and felt good about spending $665.

So, why am I telling you this? Two reasons: One – it seems that great service comes when you least expect it. Two – the service I got from Sophia & Capital Direct has been the same. She made the process of getting our new mortgage easy, and she saved us time by letting us know exactly what info we needed to provide. My wife now says things like “remember when Sophia said....” (thanks to Sophia – now I lose all the arguments!).