My grandfather came in for an oil change on his nearly new car yesterday, only 39,000km. Your tech's were kind enough to provide him with a tire rotation (pretty standard interval), an alignment on his 39,000km vehicle with no history of front end work... and an engine shampoo...because bird poop was in his engine?
Top that off with a $400 ticket for labour, and his oil change cost him just shy of $800. I'd consider that an anomoly, however this is the second time this has occurred. Last time he came for his oil change, he was told a squirrel had gotten under the hood and peanuts shells were in his engine. Again his oil change ended up with a $700 bill.
I think we can all be thankful that John Bear is looking after the older generation, and tending to all their bird poop related engine shampooing, peanut shell related engine flushes, and 39,000km alignments on brand new cars with no history of front end work. Surely the fact that customers may put their faith in your techs and not think to question the work they are being sold wouldn't be a reason to unreasonably upsell the work being done on their vehicles. That would seem at best unethical, and at worst abusive.