I had already been impressed with a quick and effective tire repair I received from one of the older gentlemen working here by the time I found myself desperate for brake light repair, so I was already willing to work with them. I also needed an electronic diagnostic for my Mitsubishi and could not find a shop with anyone on staff within a 20 mile radius at any of the shops/dealerships I'd called previously who could do it (One dealership asked if I wanted to do a trade in once they returned my call 3 days later). A stop for gas at Shirlington led to a discussion with Newman (please forgive me if this is misspelled or misremembered) who quickly sprung into action to check out the car assured me he could get me scheduled the next morning for work and swiftly get the parts ordered. My taillights also ended up being replaced as well (water damage to the electrical system) and the several labor hours for the diagnostic wasn't cheap, but Mitsubishi parts are always a hassle and Newman was fair and upfront about it. Newman's transparency, professionalism and frequent updates helped soften the blow quite a bit. The Shell team clearly has been trained by someone with an "old school" approach to customer service as I got a follow up call the day after the repair and a lovely handwritten thank you card from them about a week later. These gestures are rare but simple and extremely effective efforts to ensure customer retention and leave a positive impression. In contrast, all I got from the service register dudes at PepBoys in Annandale a few days prior was unmitigated disrespect. I am not looking forward to fixing something else on this car, but Shirlington Shell will be my first call. Thank you for all of your help; it is much appreciated!