Heard from Nikki today in Atlanta on her experience with her Dell hardware and our technician, Sue. Nikki was challenged by her hardware failure and was having her personal computer completely replaced. Sue showed up on-site and provided superior service to Nikki. Nikki was complimentary of the entire experience and general "likability" of our technician. Sue showed up on time, was competent and solved Nikki's problems. As our company vision is to lead the technology services industry by scoring the highest on service experience, I am confident with "likable" techs like Sue, who possess the knowledge and competence she displayed. We will continue our march to our desired leadership position. Thanks to Nikki for writing in and to Sue for being a good person.