Dear Mr. Allen:
I write to you today as an existing customer of Brinks Home Security, to inform you of a recent experience we had with one of your offices. Too often letters sent to corporate offices are from unsatisfied customers for one reason or another. I am happy to send this letter to highlight a positive experience we had with Brinks Home Security, and how high the bar of customer service was raised in this specific instance.
In May of 2005, my wife and I became Brinks Home Security customers and installed a new system in our Simsbury, Connecticut home. Protective Security Services, a Brinks system provider in Agawam, Massachusetts, installed the system at our home. The installation was performed as scheduled and with minimum disruption by the technician. I have spoken to one of the principals of Protective Security, Joe Ricco, on a few previous occasions and he has been very helpful and responsive to my calls. Recently, I contacted Joe with an unusual request and problem, and he very much impressed me with his attempts to obtain a solution. This is the reason for my letter to you today.
My wife's grandmother "Gramie" lives in Springfield, Massachusetts, in her home of over 40 years. As Joe can attest, this city has definitely seen better times and Gramie relies on her security system heavily. Her system went down sometime during the evening of Thursday, September 29. She placed a call to her security provider the following morning (Friday, September 30) and was told someone would come out to look at her system and to rectify her problem. Unfortunately, no one came to look at her alarm system and she was extremely upset to think that she would be looking at being home all weekend, alone, with no security system. On the morning of Saturday, October 1st, I placed a call to Joe's office to ask for Joe's assistance with the battery problem on Grammies system. Joe is obviously aware of the potential for after-hour needs of his customers, and his office phone rang to him directly that Saturday morning. Joe and I agreed to meet at Grammies later that day to assess the issue, and to replace the battery if he could. As luck would have it, the batteries were different so we couldn't take that approach. However, Joe took it upon himself to do a full assessment on Grammies home, and proposed several options for upgrading her service to Brinks Home Security if she wished to change providers in light of the lack of service from her current provider. Gramie appreciated Joe's assistance, and the fact that he came to her home on such short notice to help with her security situation. For those reasons, she chose to change providers and to switch to Brinks Home Security.
Joe spent the rest of the weekend getting Gramie set up with a Brinks Account and had an installer at her house on Monday, October 2nd to switch her system. Without going into great detail, it's sufficient to say that this installation didn't go as smoothly as possible, due to the fact that Gramie lives in a very old home and her existing system was over ten years old. There were quite a few problems encountered by Joe and his team while they attempted to properly install the new Brinks System, but over the course of the next three days the system was installed. Gramie is very happy with her new service and feels comfortable knowing that, if she ever needs assistance with her security system, Joe and Brinks will be there for her.
I cannot begin to articulate the level of gratitude myself, my wife and our other family members feel towards Joe based upon his quick and thorough response to our concern with Gramie and her security system fiasco. In addition to Joe, the installer that worked on the system over three days (Tony) provided yet another impressive level of service throughout the time he spent working on the installation. Gramie was very appreciative of his work and commitment to her system, and we also wish to highlight his level of customer service, in addition to Joe's.
In closing, we felt compelled to send this letter to your attention, to highlight this exemplary example of customer service in Brinks Home Security. I hope you will take the time to personally pass on our appreciation to Joe and Tony, and thank them for the quick response and attention to our request. Most people want to feel like their account or needs are priority when they deal with their security provider. In this case, Joe made sure our needs were apriority. Thank you for your time.