Customer Service Case Study: Car Service Delay ?

I took my car to a well known auto-service place for an oil change and tire rotation. I was told that it would take no longer than 30 minutes and I went to the waiting room to do some reading and pacing. After about 40 minutes I inquired as to the status and was told it would be another 20 minutes (or an hour total). I told him that he had said only 30 minutes and the guy replied, "I meant 30 minutes after we finished our lunch." ????

More customer service case studies in chapter 16 of my book, "90 Days to Success as a Small Business Owner"