I am at the level where I do not mind paying a little more for better services, nor do I really want to know too much under the hood. My car, for example is my business tool. As long as it works well, gets me to places I want to be in a short time, then I am happy. I imagine that most of your customers are like that too, they are not too price sensitive, and appreciate good all-round services. I had some issue with my car, and sent it to BMW service; they gave me a courtesy car, a 2020 X3 30i, its been about 4 days now and I am still enjoying the new car. I won't have to pay a dime, I didn't even need to argue

I had an issue with my Proton Iriz, the radiator wasn't working well, thermostat was not functioning so it was overheating - the warranty was 5 years for the engine, but for other parts it was only 3 years. A thermostat and radiator should be part of the engine, without which the engine cannot work properly, but Proton Cyberjaya claimed that it was not under the 5-year engine warranty

Suffice to say, I distrust Proton for their warranty services now, you have to argue and it was still up to them to decide on replacing those parts for free or to be paid for

If complete and good service is your way of retaining your customers, then you have found your niche, and Id say ignore the haters