1) Honesty

2) Honesty

3) Only let your mechanics that truly know, have been fully trained, certified and you have witnessed TOUCH the cars.

4) Happy employees make happy customers. You can't whip your folks into shape. Yes, be stern with imature, tardy, lazy folks...give them a warning and then be gone with them, but always catch people doing something right.

5) Do the extra mile, if you see a loose bolt (or whatever) fix it, note it, mention it but DON'T charge for it. People remember this stuff and will be back.

6) The service writers should be the MOST knowledgeable, not the LEAST.

7) Ditto for the parts folks, get them involved in how the parts fit.

8) No gimmicks, but people do like timely specials.

9) LISTEN - people know their cars - well maybe not technically but the are intimate - so they can give many verbal clues. Listen to the customer, and never think they are looney.

10) Honesty