In my opinion I believe that customer service is the number 1 key. If a customer does not get the warm fuzzies from your company they will not be back. Also for us, being an auto repair shop, transparency is the key for us. We want customers to feel at home here and that goes for fleet employees and retail customers. I believe that pricing has something to do with it but not always the case. Make sure your services are worth every penny that you charge.