Dear Jeff, I want to tell you how surprised I was to receive your bill and see that you did not charge for the touch-up painting you recently performed on the exterior of our house. This was totally unexpected and I want to thank you for doing this. I know the harsh weather conditions here, coupled with the age of the house, is a challenge for painted surfaces. And, after a couple of years, having to do some touch-up is not unusual. What is unusual and very much appreciated, is your attention to customer service and satisfaction. I am very grateful and I wanted you to know it.” — B.B., Cambridge, MA