As a regular bike commuter, I need a lot of service. I do as much as I can myself, but there are always parts I need, tools I don't have, or a problem i cannot diagnose.
Since Outback is right on my commute, I often stop in for the repairs and parts that I need. Their extended hours, winter and summer, are a big help to me, since I'm usually getting there around 6:45 at night.
While all the mechanics are very knowledgeable, some have definite issues with customer service. I would have given 3 stars due to this, but it seems that they have recently hired some new people that are a little nicer. I think the mechanics just need to realize that there is a wide spectrum of bike knowledge and know-how, and it's OK for people to reside on different spots of that spectrum.
On the flip side, when I can get one of the mechanics that is nice, it is always a nice experience. I have always felt confident in the skill and repairs that I have received.