I want to express our huge appreciation for the professionalism and exceptional technical acumen of Boston Standard service technician Alex Sullivan.
Alex diagnosed and remedied our malfunctioning heat pump when no one else could. Alex asked first about the nature of the dysfunctional sound the machine was emitting. When Alex concluded the sound seemed like a mechanical issue rather than a water problem, she requested access to the attic, directly above, found that bits of insulation had clogged the machine, removed this impediment, and raised the access point to prevent further disruption.
Alex was also the only technician to correctly diagnose the cause of malfunction of our remotes. Had they fallen to the floor by chance?
Why, yes.
This, Alex demonstrated, had dislodged the batteries. Alex also discerned between older remote models and improved ones.
No other technician has displayed anywhere near this level of knowledge and critical thinking.
I want to also note Alex’s calm and positive demeanor. She effuses soft spoken confidence, integrity and an understated enthusiasm for her work. She’s able to listen and explain with patience, respect, and logic. In an era where people place inordinate value on someone’s “dynamic energy” Alex Sullivan present an unusually constructive combination of traits and skills for both a service professional and a future managerial leader.
She single-handedly has turned Boston Standard into a company with stellar customer service.
