Earlier this year, a member called Sears Home Services (SHS) to check out her washing machine and what started as a typical service call turned into anything but.
As the member described the issue, Sears Home Services In-Home technician Tai Phan knew exactly where to start. Checking the tub, he swiftly determined that the machine needed new suspension rods.
He gathered the parts and started to remove the cover from the tub to make the repair within the same visit. As soon as he pulled off the cover, resting on the rim of the basin was a gleaming diamond ring.
The member and Tai marveled at what they found, as did Glenn Fukushima, Tai’s technical manager, upon hearing the story.
“When Tai called me at the time, he was ecstatic with the member’s reaction,” said Glenn. “Of course it affirmed what Sears Home Services has come to appreciate about Tai – his thoroughness with repair and attention to detail.
“He really does a solid job assessing members’ needs which in this case led to him truly exceeding the members’ expectations for the visit.”
As it turned out, the member had been missing the ring, a gift from a close family member, for more than a month. Assuming it was gone for good – she had given up hope that it would be found.
However, with Tai’s help the she could breathe a sigh of relief – both with the repair of the machine and more importantly, recovery of a precious family heirloom.
“I was proud to make a big, positive impact,” Tai said, who a few weeks later on an unrelated service call, reunited another happy member with a 24-karat earring that had become lodged in her washing machine.
And that’s not all. Less than a week after the diamond find, Tai’s wife gave birth to their first child. All this in the life of a Sears Home Services technician.