People make the business, and when the most important person in the business is customer, which the owner establishes with his actions, you cant go wrong.This is the case with Grawey Glass Co. A few years back, I had an estimate to replace a window that I shot a rock through when using my weed whacker. So, this summer, I called to have it finally replaced.When the technician arrived, he said there was a part that had sun-rotted and he wouldnt be able to replace the panes of glass until this was fixed. So, this was my frustration, I had gotten an estimate but it didnt include this additional, needed part.So I called and asked to talk to the owner, Mark Bryant, because I was frustrated I hadnt been made aware of this needed part originally during the estimate, but I understood it was necessary. After explaining my point-of-view, Mark totally got it and agreed it should have been addressed at the time of estimate (and that there wasnt anyway in 2 years sun rot could have all of a sudden appeared). He was about to offer to pay the whole thing ($162 extra for parts from Andersen Windows) but we split the cost because it was needed.I just want to say that right now its easy to be in a service industry and blow people off because the work is plentiful. Mark treated me as if I was their only customer. I appreciate that. I may be high-maintenance but I am quite loyal. Grawey Glass Co was my go-to before but even more so now.As to his technician John and office manager Stephanie, both were great! Stephanie was timely in her return phone calls, and John empathized with my frustration after the repair was derailed from needing an additional part.Thank you to Mark and staff.