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Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.

Editorial Director Anna Zeck chats with Jimmy Alauria, owner and president of 3A Automotive in Phoenix, Ariz., about her past experience with repair shops, giving a unique perspective about what an actual customer is looking for. What went well? What didn't? And why did she choose to leave her shop for somewhere else?

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Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.