Rico showed and used all of your core values: Service - he most definitely provided exceptional service to a very delicate client. Optimism - our client's expectation was not only positive but Rico gave her the relief she needed. People - Although Rico had no idea what to expect on this ticket request, his motivation and determination to help our client was greatly appreciated. Humility - Rico never ceases to amaze me anytime he helps on a ticket. He was very patient and assured our client she wasn't alone. Integrity - Rico did not overpromise and delivered as expected. Accountability - Rico definitely shined in this area - again without knowing if we would be successful in helping our client, he remained committed and took action equaling success! Although this was not a normal ticket request, we truly appreciated Rico and Xterra for helping out with this. Our client cried with joy and relief!