A ploy: get customer "relaxed", feeling at-ease, welcomed, etc. Then down to "business" (making money). When that falls thru; show your "true self" with "It's your car, do what you want.".

Nonetheless: people do have expectations that they are "entitled" to have every little questionable issue they have about their car addressed by a shop, without the faintest though that "time is money" in that business.