"Bob, I just want to formally say thank you again for the extraordinary service you provided us last Saturday in facilitating the insurance so my daughter and her husband could pick up their car. Since they were here from Barrie, having to wait till Monday would have been a real problem. The extra effort that you took was very much appreciated and they were thrilled to be able to return home with their new car. I always knew that your philosophy of business was to provide good customer service, but this was certainly an instance where you went far beyond that. Thanks again."