A polite, cheerful, helpful person actually answers the phone.
I didn’t have to wait weeks for an appt.
One day I had a carpet emergency with a sick pet, and they sent someone out within the hour.
They asked specifically what I needed cleaned, and they gave me an estimate on the phone.
They texted me the day before to remind me. They texted me the day of to let me know a technician was on the way.
The technician they sent out were on time, friendly, and did a great job.
Very, very pleased.