I got a phone call offering me the Manager's Speci...

I got a phone call offering me the Manager's Special for an oil change and tire rotation. I was given an appointment the next day at 4:30. When I arrived at my appointment, the person who was behind the desk told me that they do not make appointments after 3:30. Ever. I showed her the print-out of my email, with the appointment date and time (4:30) on it. She immediately went to her team. They stayed and took care of my car. They even washed it for me, and all in about 1 hour. Everybody was smiling and friendly. No one seemed put-out that they had to work on my car when they were supposed to be going home. It was a VERY pleasant experience.