T-habs,
Thanks for the rant! I was a shop service manager for a few years. And I found that having a good management process kept those folks in line. We promised next day delivery, but not a specified 24 hour turn around. We normally had five to seven techs on hand that were paid by hours turned, or bikes assembled. We also had a closed shop with only a watch from the gallery entrance-way. Our policy was to change flats on demand or as walk ins. Our sales reps were mostly responsible for those with a station designated for them in sight of the showroom floor. Everything else was checked in written up as a repair ticket with a phone number for the sales/tech if extras were involved in the repairs. For most of the world next day turn around is just fine. Few if any really need expert service at the drop of a hat. Smiles, MH