Your service manager, Joe Thorne, is an extraordinary asset to your company. If it were up to me, I would give him a raise. Conscientious, knowledgeable, organized and insightful. Found a way to deal with a broken back, that wouldn't have been possible by anyone else. An asset beyond compare.
Thank you, Woody!
( A nickname given to him by friends. A personal story he shared with me as I too am a motorcycle enthusiast)