A certain sense of impersonality coupled with your quest for efficiency see s to be SC Toyota's business model, but it certainly detracts from a more customer friendly approach. Prices have soared. At this time, you need to be extra specially kind and friendly, not distant from your customers. My name was called when my service was done. The person who called just disappeared for lunch. I spent 5-7 minutes walking to and from asking who had called me and where I needed to pay my bill and collect my car keys. Completely unacceptable. You will lose customers at this rate...