The One:
I agree with everything except one point.
The customer, as Tyler points out, has come to the dealership concerned that you are expensive and is already suspicious of our industry. Not one customer ever comes because its a good time. They come because they have to.
In reference to point 4, if I was your customer, I would be annoyed that you hadn't addressed my concern in the first conversation and wasted my time. I'm OK with the fact you presold me and prepared me based on you expertise and experience. But, I only brought this in because the concern I was having I couldn't live with anymore and I wanted it fixed correctly. In effect, you played right into what I was fearing when you didn't call me about what my concern was. Now not only am I more apprehensive, I'm a little angry as well because you have wasted my time. Yes, I want to know what else is wrong with my car and why I need to fix it, but only after I am comfortable that I have gotten what I asked for and that you are trustworthy.
The biggest mistake our industry makes is assuming the customer is naive. Thanks to the internet and its blogs and face pages, the customer is better enlightened than any generation before and when we try our circus acts they tell others in mass.
Treat the customer like a human instead of a commodity or a number, provide excellent service, preach value and benefits, be truly benevolent, and make it easy to do business, on the customers terms, and you and I will prosper.