I needed to have Mr. O'Grady measure for the bannister and newel post requirements before I could shop for the materials, and once we had the measurements, it took longer than expected to get the materials. When it became clear that if he continued to work alone, we would exceed the four hours, he called in a co-worker to help complete the work on time. Because of the extra labor needed to complete the work, I expected to need to pay an additional amount, and was quite willing to. However, Mr. O'Grady refused my offer, explaining that a happy customer was more important. I am indeed a very happy customer.