There are a lot of highly skilled, competent and honest repair shops and mechanics (of all ages) out there!!!
With that said, now-a-days, there are some repair technicians and auto services facilities (particularly some that are affiliated with large nationally chains) who`s focus is being a "good earner" for the parent organization. Either, the national or regional office have mandated that each store must hit specific sales quotas or bring in X amount of $$$ monthly if the employee/shop manager wishes to be seen in a favorable light with his superiors. This type of environment breeds up-selling and /or diagnostics involving the most expensive repair possible.
While I hate to say this and my words may seem harshly grotesque to some;however it is an unfortunate sign of the times. Buzz words like "friendly", helpful","customer service", "valued customer", honesty" and "integrity" are mere punch lines to get you the customer in the door; sadly "profitability" are the new marching orders of the day for some (not all) repair facilities/service techs.
I agree with every word you said.
A friend's brother worked for one of the major chains for oh....maybe 1-1/2 or 2 years. It amazed me.
The mechanics weren't just getting flat hourly pay (and pretty low pay), but they were getting commissions on their repair bills?!
The amount of duplicity I had heard coming out of what was being done to customers and employee alike was horrifying. Enough so that I won't patronize this chain any longer. In addition, he was being cut out of the big jobs because he was being honest with the customers. I guess that's a no-no, too?
About a year ago, after being canned for actually doing his job right, he ended up at a big regional tire/light repair shop's garage near were he lives. Totally different culture. He's paid pretty well- perhaps a little less than an independent shop, but he's still making good money, gets good benefits, a ham at Christmas, bonuses, and all sorts of stuff. Best job he's ever had.
It's not just how you run your business- it's how you treat your customers, and that will be reflected in how you treat your employees.