Dear Pat Hensiak,
Thank you for servicing my Dremel. I appreciate the prompt service.
Giving me a free gift accessory and a friendly note was a nice touch. A broken tool can be frustrating. Those little extras were just what it took to make sure I ended the experience totally happy. (And now I own a flapwheel! Fun to say. What should I flap?)
I hope every other service manager learns a trick or two from you guys!