"Dear Mr Hoe,
Just to express my thanks for a very positive experience with AW Sleaford.
My car was booked in for repairs after an accident. The repairs were carried out very promptly and professionally. There was, however a minor glitch/misunderstanding re an additional repair. This was however promptly acknowledged and put to rights - and on paying my bill I did not realise, at the time, that there was no cost for the part and only a very reasonable labour charge.