“Dear Neil,
Thank you so much for your professional service, warm welcome & quality work. My tires are great & my car is happy! I wanted to say thank you also for the kindness you showed to an elderly woman who brought her care in for service. She was very upset & fearful that her service needs would cause a problem or get someone in trouble. You were gentle with her. Your reassured her “it was fine, no trouble at all.” You spent a few minutes talking to her & just being a friend. She told me that you were such a sweetheart. A kind your man with his head on straight. I told her I completely agreed. Thank you Neil for your good work & your compassion. It might have been routine for you but you made of our days!”