I have no doubt that you're correct about the role of the LBS. As I'm sure you know, it's really hard to find a shop that you feel like you can trust. Even chain stores can have different cultures based on management.

I have been looking for a LBS to try and really be loyal to and I stopped into Bob's Bikes because they are a Specialized dealer and because the Performance (who is not a Specialized dealer) nearby had lost their really great head mechanic. I will continue to go to Bob's now because I feel they went the extra mile for me.

A good relationship with your LBS is key. I stopped going to the shop where I got the original bike because I could never get any service there. The guys were nice, but it was just chaos in the shop and their work would never stand up.