A few weeks ago I had a flat tire, which my husband attempted to fix with a can of "fix-a-flat" spray. A few miles down the road and a second can of "fix-a-flat" later, we realized we'd have to put the spare tire on. Actually I realized my husband had to put the spare tire on (it was snowing outside). I've since driven hundreds of miles on the spare tire and my husband kept reminding me to buy a new tire. I've managed to put it off for lack of time, but yesterday I drove by a tire shop and decided at the spur of the moment to stop and see if they had time to fit me in.
I explained that I needed to buy a new tire to replace the broken one, which is located in the spare compartment. After a 15 minute wait the shop attendant called me to the counter. This was the moment I dreaded, because I knew they would now try to sell me their most expensive tire, using arguments I couldn't counter, because what do I know about tires?
Instead...she handed me my keys and told me my car was ready. She said they also checked my brakes, tire pressure and tread wear, and that it all looks great. I was sure she made a mistake and mixed me up with another customer, because mine was the car which needed a new tire. The lady assured me it was no mistake, they simply patched my tire and put the spare back where it belonged.
Stunned, I just stood there, and the lady finally turned and walked away. "Wait", I said. "I still need to pay you." The attended simply turned around, smiled, and said "No charge". Incredulously I stammered "What do you mean, no charge?" The attendant replied "We just hope you'll come see us when you do need to buy new tires".
Wow!
It took me a while to process what just happened. They could have sold me a tire, but saved me money instead. They went above and beyond my expectations by checking all my tires, they took care of me in minutes (I was offered popcorn while I waited) and to top it off they worked for free.
Am I going back there when I need new tires? You better believe it. 
Did I tell other people about the great service I received? Indeed.
Did I learn lessons on customer service from Les Schwab Tire Service? Definitely.
Exceptional service delivers the "WOW FACTOR", and the "WOW" experience will keep clients coming back and giving referrals.
Sandy Nelson
Realtor for Olympia area real estate
www.sandynelsonrealestate.com
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Sandy- I have had similar experience with Discount Tire Co. of Texas here in San Antonio. The compnay is based in Dallas, TX and seems all of their employees are trained on service to their customers. My husband has been buying tires from them since about 1980.