here's a thought. There has been a lot of threads recently , from recollection from Tom D. about service and expectations of customers, from Slowman hammering peoples critique of shops and the MB thread etc.

a lot of them describe the unpleasant experience from a particular shop when they were dealing with only one person. So if they didn't hit it off with that one person they unfairly bagged the shop.

Tom D. described the chap from MB as a straightshooter who doesn't bullshit. That's fine in the right enviroment however a bit more tact may be necessary when just meeting a new client. I feel that a lot of these problems are due to a lack of communication skills of the individuals involved.

You can be the worlds best bike mechanic or have huge knowledge on fitting etc but if you can't connect with that client you are probably fighting a losing battle. From my experience a lot of very talented people in bike shops have little or no people skills and this is to the detriment of that business as the customer will walk away unsatisfied and rag the shop on some forum.

improve the customer service skills to match the bike knowledge and presto everyones happy.