As a business owner (tattooing/piercing and various on-line things) I am all to well aware about covering your arse, we see our fair amount of "interesting" people!!
My 2p worth is any one who has seen the WIM premises will know it is spot on for a garage in terms of tidiness and cleanliness’ my 1st impression was "OK I am in good hands here, now how much is a coffee, even better its free!!", the staff are knowledgeable, friendly and don't tell you your car needs things it dosent.
Tony has gone further than any other garage would have done and that only makes me want to visit again when my tyres need replacing and the geo checked again.