Joe and his staff have been working on our family's BMW's for years now. He has consistently given us honest and accurate information, finishes when he promises to (when it's in his control), and knows exactly what has been done and why. My dealings with larger organizations are now frustrating, because the ""service adviser"" rarely knows much detail about my car's situation, and they can conveniently hide behind the big company structure. Joe will tell it like it is, and if he doesn't work on something himself he often has a referral to someone else who does.
Pros: Excellent customer service, job done right the first time
Cons: None significant