Earning trust and relationships.
I recently had some expensive repairs performed on my BMW about 4 months ago, to address the "check engine light" issue.
The Casey advisors (Paul/Fausto) advised me on the necessary repairs and I went ahead with it. The "check engine light" reappeared last week so i took the car back for a check.
Since the issue was an issue which Casey had addressed during the previous visit, they advised me they will take care of it (faulty thermostat sensor) at no charge, backing their 24m/20k miles warranty.
This experience makes me respect their commitment to customers and continue to use Casey as my trusted car shop for 15+ years.