I was taught that a long time ago, one bad customer relation will generate the loss of 10 customers. I know I personally prevented at least 10 people from using Lexus of Roseville after my dealings with them....I tell everyone to use Lexus of Sacramento....probably same ownership, but the general manager, shop foreman, and service advisor just put me through too much....Treat people as if you want them to return forever, and they will, Getting that signature on the dotted line is only the first step in a relationship with a dealership, the service department has to continue it until the next purchase. There are some really dumb managers, that are so numbers driven they have lost site of the forest through the trees.