Mike Butkus arrived on time as planned. He immediately went to work, had all the tools he needed ready. He carried the new toilet upstairs, removed the old one (and took it away when he had finished his work), worked quickly and cleanly. He was pleasant to talk to, and with, provided information on concerns we had about water pressure, and volunteered a pleasant "senior discount"... he was even funny about it, as he was not sure it was OK for him to notice that we were "seniors"!!!