Hey Jack
I once worked in a bike shop, not sales or workshop and friends would tell me how that bike shop 'serviced' customers bikes.
I know that they would charge customers for work that was not done.
I know that they did not pay Yamaha (or whichever company) for bikes that they had sold that they still had on floor plan. (it means they don't pay for them until they tell the supplier they have sold them)
I know that a lot of the stock in the shop was owned by the importers and if not sold was returned at no cost.
When I realised how things happened I left, haven't spoken to them since.
Some people think that good service is indicated by the relationship they have with the bike shop.
Surely not all bike shops are run the same, the other shop in town has a good reputation.
Brad