My current shop has 4 full time mechanics working at all times with a service manager that is the best I have ever known- we stay in the neighborhood of 3 days out year round. His/Our philosophy is selling customers service and maintenance and NOT repairs. Without sounding to Charlie Manson'ish id like to say we have devoted customers "trained" which is ideal for keeping them happy. -they know waiting for 3 days is going to result in the best repair money can buy and any parts we suggest are for their benefit in the long run. I have sold several Chris King bottom brackets and headsets- costing 4 times more than other bb's and headsets to customers that get the concepts of durability and serviceability vs disposability and bargain. This helps our bottom line tremendously and keeps the customer satisfied. 

Our shop is the most expensive in the area- but we have the most customers out of any shop in town because they know spending 100 dollars once a season with us is better than spending 50 dollars with the other guys several times a year. So yes. Proactive attention and developing customer relationships has done worlds for us. But you know this, Patrick. 

I like Sagers other idea, too. More of a Co-Op man-garage idea would be cool. Wrench on your own bikes- let customers destroy things on their own so they have to buy parts and expertise from you. Plus you are a good teacher, Patrick.

Business plan, Business plan - Business plan! 

The old adage - " What You Do Speaks So Loudly that I Cannot Hear What You Say”

Regards, 

A.