It’s a fine line this customer service/making a profit lark.
Having been on both sides (not bikes), I certainly don’t believe the old adage ‘the customer is always right’ – some customers are complete @rses and really aren’t worth the trouble. By anyones standards psychle must be a very good and profitable customer and the shop should be doing everything they can to keep him happy.
Take B@rney ^^ for instance (very different scenario to psychle BTW) – did he just turn up with a bearing (bought elsewhere?) expecting it to be pressed in for nothing? I wouldn’t expect that to be free and I seriously doubt fitting time of 30 seconds for a bearing of any type??? But………. he is a good customer who brings business into the shop – is that worth £10? I would think keeping his business is worth considerably more than that.
The very busy garage next door to where I work is a good example of how it works. They serviced my car a few months ago and I’ve been back with a couple of minor problems since, which they have rectified FOC. Probably took a mechanic 10-20 minutes each time and I was fully expecting a bill and didn’t get one so I’m happy and know of at least two people who have had work done there on my recommendation. The owner also knows that he will get my car next time it needs something and he will get that money/mechanic time back. He knows this, I know this and he knows that I know, and as long as he doesn’t take the piss we’ll all be happy and his business will continue to expand.
Edit: Wot Lactic just said is a better and shorter example than mine 😳