One could always watch it as a lesson in 'how not to do it'.

Grubby cluttered workshop.
An outmoded demarcation attitude - ie. I've got two MOTs booked in today, I've taken all morning to do them. That's my work done.
Uninviting reception area.
Poor communication with customers.

Now customer relationship is where we can all improve. Unless you get it 100% right all the time!