"My loyalty as a customer is very simple, due to my satisfaction with your quality of service... that involves ordinary things such as knowng that the lug nuts on my wheels are properly torqued, and the oil filter adequately tightened etc. However, my satisfaction with your service also involves other matters. I've always been impressed by the cleanliness and order in your shops. In a business where customers are commonly asked to wait in a remote 'customer lounge' and to accept repair decisions on faith, I really value the opportunity to have a more intimate involvement with the work being undertaken and the decisions made." -Larry Barnes
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