Context-wise--maybe I am hypersensitive. Here are my recommendations--in the chronological order they were experienced (all said to constructively help you improve customer rapport). 1. If I am standing there waiting for you to finish something and the phone rings, remember, I am next in line--not the phone caller. 2. When I ask you to do something for the car, don't forget to do it--or if the answer is "no", say so. I'd asked you to have the warranty items done where I pay for the parts and labor and you forgot. 3. It is a hassle for me to take the car down to visit the shop--so know what the computer is asking me to do--if it is an 18,600 mile check up, know that it is a tire rotation and cabin filter change. And try to remember I had told you we replaced the tires a month previously--I am not gabbing to socialize, I am giving you information for the car history. An unnecessary tire rotation is not worth the visit. A cabin filter change may not be either. In this case, I am very happy you did the change.