Your service man Cal did me a service, and he was solid with his ethical take on doing his job well and he did. He literally went the extra mile by going to the hardware store for a part for me, rather than disconnecting a hanging lamp and taking it in. What he did with tools-of-the-trade would have been beyond me at any time. Skilled, polite, and aimed to please. It speaks well of YOUR company that you employ people of his caliber.