Welcome to Corporate America. Service manager prob went to B-skool and rides little if at all. Sounds like the shop owner hired a profit consultant and this plan was the result. The way around all this is to do your own maintenance. I am part of the problem of the bike industry going into the crapper, I buy used and wrench my own + friends. Friend needs a new chain, cables, pads, etc? Amazon or whoever, 5 days to get it here, bring your ride + a cold Beck's.