I don't have a lot of experience with them, but I find generally the front office staff in main dealers (and I'm thinking of a particular Ford one locally amongst others) are often an arrogant breed, as are some of the salesman. I feel that they take can great pleasure in giving bad news about an unexpected cost, and tend to patronise you.
Having said that I can think of two who are very different - my current Vauxhall place (Bellingers @ Wantage) being one of them. I wouldn't say they bend over backwards for you but then they don't expect to be able to bend you over either - which is fine for me - they do the job at the agreed price and that's what one expects.
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