^^^this A lot of shops offer most of the same services at roughly the same price. Other than location, the big differentiator and what drives customer loyalty is SERVICE. I'll go to the more expensive shop every single time if I know I'm going to get good service and quality work. I've worked a lot of customer service roles in my time so it's important to me. IMO good service is simple and generally consists of: > Having clear, concise and honest communication > Good responsiveness i.e. - returns calls, emails, inquiries in a reasonable period of time. > Having proactive notification/communication - i.e. work backlog, backorders, potential issues, ways for the customer to save money, etc. > Willingness to own up to mistakes and make it right > Having a good attitude, being friendly, making the customer feel like they are important (because they are!). > Be knowledgeable. Don't BS the customer, if you don't know, say so but offer to find the answer. > Listening to the customer! If a shop (or any business for that matter) can't provide good, basic customer service, I have no confidence that they can perform the work asked of them with any degree of competency.