It is no accident that Scott's Auto Repair has been in business since 1986 when few businesses make it ten years. Their complete focus is on the customer. I was given a quote on the repair of my car by the mechanic in the office. Later when I came in he said he had made a mistake and it was $500 higher. But Scott who was nearby said they would honor the original quote and they begin repairing my car which I am very satisfied with. They had one process that surprised me. Workers there said it was standard was for the mechanic working on the car to take it out for a test drive after he finished. And then his supervisor would take it out for a test drive. And then the owner, Scott would take it out for a test drive. THAT is controlling the quality of the product delivered. In my construction business of 43 years as the owner I had the same level of control in always verifying the quality of the project. Like Scott I had universally satisfied customers.