Wrong, wrong, wrong!

Many things it could be (bad workmanship, old cable, something to do with it being a old derailleur or getting some wear, etc. just to name a few), but it SHOULD be shifting on the first try ESPECIALLY just after a tune-up (older stuff will go out of alignment faster, but unless it's plum broke or worn out it should go into alignment IMO). If the manager actually admitted that it was shifting better than his personal bike and it wasn't shifting INSTANTLY I'd never trust him or one of his mechanics.

My bikes all shift on the first try with no effort and no hesitation. They all run silently as well (NO derailleur rub, even when I'm cross-chained, which yes, I try not to do). My shop only employs professional master mechanics with years of industry experience (not kids wanting a part time job).

I will say I do PAY for it for sure, but the bike is better than new every time I pick it up, and if they can't make it that way they tell me exactly what needs to be replaced, no hemming and hawing. (Their "supermegagrande" version runs closer to $200 and involves completely stripping, cleaning, and rebuilding. I think I pay close to $90 for a "basic" (which, IMO, is anything but basic compared to other shops) tune and checkup. (when they actually make me pay full price on labor...which is about 1 out of 10 times to take a guess).

It's all in finding a GOOD mechanic and a shop that won't make excuses for their mechanic.