My service advisor, Mark, was great! However, whe...

My service advisor, Mark, was great! However, when I first arrived I had to wait nearly 10 minutes for someone to help my service get set up. This is the first time I have arrived and wasn't helped immediately. When I came back to pick up my car, they couldn't find it. The guy who was trying to find it had no urgency. Finally they got Mark involved and he found it. But why did this happen?
I love my car, the service technicians do a good job, but since the new ownership the customer service is not what it used to be.