Maybe I'm getting cynical with age, but ....

I understand all the customer service points. I have been doing this for 30+ years. I was just venting after a long hard day. I will not fix her car for free. I will also no pay for the tow. I may throw in the diagnostics for free to throw her a bone, but this is in no way, shape or form something that we did. We have a stellar reputation and we have more work than we can handle. We book three to four days in advance. I truly do not need her business, but a customer needs to be taken care of and it has to be done in such a way that both we and she are okay with the outcome.