This morning, Josh came to work on our refrigerator. He listened to my explanation of the problem, he told me what it might be, and then he took a few things apart to identify the issue. At that point he took the time to show me what was wrong and to explain it in a way that was clear. He communicated next steps, including what parts need to be ordered, the time-frame for getting these in, and the likely time it will take to do the work. He was courteous and professional. The scheduling folks have also been courteous and professional.