About 18 months ago, one of our regular customer had bought a bike from another shop (one closer to him than ours).
The end of the inner gear cable had broken and lodged itself into the right-hand STi lever – making gear-changing impossible. He took it back to the shop. They couldn’t fix it and quoted him £150 to replace and fit a new lever.
For a second opinion he brought it to us. Using the correct tool and technique, we got it working in 5 seconds. The customer asked us “how much for that – you’ve just saved me £150!”. Our reply: “Sorry John, you’re one of our ‘regulars’, we can’t really charge you for that. See you!”
Two minutes later, he came back with a very nice bottle of claret for us.
Nice to be nice.