No, I'm not talking about the cars but the waiting room. Living in the mountains there are a lot of Subarus around and lets face it, you do have to bring it into the shop every now and then. I'm sure you're use to the soothing music, the blaring TV and the really old magazines.
But here in Salt Lake at Nate Wade, they have wireless, wired and a computer if you forgot yours. And they have desks with actual power outlets.
And yes, that's where I am now waiting to hear the hopefully good news. Update: Mitch came by, it's a wheel bearing. At least it wasn't the axle.
Pay attention to your audience's total experience and the little things will pay off. (did I mention the cookies?)