Whether you're the only game in town, have a small shop, or a big monopoly (like Walmart's Tire Center), I have a valuable lesson for you.  When a customer (such as myself) leaves you the keys to their car so you can fix it, and the customer is waiting for the repair (versus going home and coming back later somehow), before you put their keys in the "outbox" awaiting pickup by the technician doing the service, let the customer know how long the wait is.  If the associates you're hiring can't remember or take the time to do that, then you should let those associates go.  Because when the customer looks up from their non-internet-connected laptop an hour later and sees the keys are still in the outbox, they are going to ask you for an ETA.  And when you tell them then that there are 2 other cars ahead of yours, and those 2 other cars are going to each take an hour, and *your* car is going to take an hour, so there is an extra 3 hours you'll have to wait, that customer is going to be a little upset.  Is it the customer's fault for not getting an ETA up front?  Perhaps.  Perhaps they assumed that if nothing was said, that it would take a reasonable amount of time; somewhere on the order of less than 3 hours.  In any case, that customer has a variety of options that you should be aware of.  I disclaim, of course, that I would never think of taking any or all of the following actions myself.  I'm merely stating that they do not fall within the realm of impossibility.   In any case, the customer could certainly take their business elsewhere.  Arson, certainly, is another option.  Perhaps some sort of mild vandalism.  Say, for instance, a big "Sucks"  next to the big Walmart logo affixed to the top of the wall.  Oh, you have surveillance in place?   I'm sure the serious vandal or arsonist could figure something creative out in order to get the job done and escape without any serious repercussions.   For the truly dedicated destructive professional, in the event damage to the local franchise was not a sufficient recourse, perhaps an epic road trip to the corporate offices of said company would be in order.  I hear it's quite scenic in Arkansas.  Perhaps the total loss of the corporate headquarters due to some shoulder fired missile would fit the bill.  I'm sure it's not impossible to smuggle one into the country from the black market.  So please, just let us know how long we can expect to wait, before you take the keys.