I've worked with Tom couple of times now, as well as a few others at Norm Reeves. Each time, Tom really make you feel welcome, explains everything in great detail, and makes sure everything is taken care of (including your ride home on the free shuttle). And this time, it looked my car was going to take a few days, and they even provided me with a free rental car. I really can't say enough about how great Tom is to work with, and all the other helpful staff over there. They are truly top-notch people and puts even Mercedes dealers to shame on their level of customer care and appreciation.
The first time I went there, one of the managers put out a tray of homemade cookies and brownies, offering it to the employees and customers that were waiting for their cars. I overheard him talking to another staff saying it was brought by Mrs. Something-or-other (didn't catch her name), and that it was the SECOND time she had brought them goodies. I was a little cynical at the time (being my first time there), and didn't think that was the entire truth.. but after having been there a few times now, I'm not surprised at all that they have customers do things like that.