The service manager sets the tone for the whole customer experience. Brian Eaton is on it and runs a tight ship! The only odd thing I have noticed lately is lots of people standing around and Brian doing everything including cashing out. I would rather have him focusing on what he does best, which is engaging customers on their car service needs. Other people (not mechanics and seemingly not sales people) who are standing around could cash me out, bring me coffee, rub my feet--whatever, just do something other than standing around awkwardly doing nothing. Not sure what Lou Fusz is trying to do here. Also, I used to get credit toward new car purchases every time I brought in my cars. It was a kind of loyalty bonus in exchanged for the high-priced oil changes I shell out for. That went away quietly, so if Brian leaves, I'll probably go somewhere else and save a bunch of money..