I only visit for car washes and the Annual Service and am known by my christian name by all bar the sales staff.
You know what Roger, it does not cost a single penny to be nice to people. To ignore people is to invite criticism. Ignoring people (THERE ARE MANY OF US) who are present or future customers is unlikely to generate customer loyalty or future sales.
I do not suffer fools gladly, but if I could buy a new car and ensure that commission generated from the sale went solely to the team of Receptionists and one particular guy in Service, I would do so. If I want a new car, I will look towards Lexus Liverpool.
These are indeed troubling times and personal relationships will prove to be something that can be valued.