Company is all about the customer experience. Employees from withing the same department and with other departments work together to create the best customer experience.
Svantaggi
Customers are put on a pedestal so high that's it's at the expense of the employees. A clear indication is the high turnover rate.. within a few months the entire Toyota service writing staff had left.. not to mention the more skilled of a tech, being expert or Master tech status, the more warranty and recall work you receive. Which pays about half of what the same job would be if a customer had to pay.