Of course I think having good, reliable techs, along with excellent customer service is the most important. But I think you need to provide an image to show you are serious. I'm not saying to bling the shop out like crazy, just make it clean. Don't have old parts scattered across the entire floor of the shop, oil and coolant everywhere, blah blah blah. These are things I look for long with the customer service personally. Another thing is the bathrooms. The only bathroom I've yet to see very clean is S&R's bathroom. If I'm waiting for hours to get my car tuned, I find it cleaner to just go in back of the building. Just my thoughts.

Customer service is still most important.