When dealing with the unknown outcome repair customer, ensure that you prepare to discuss results related to any immediate needs and due or past due maintenance so these legitimate additional services will be accepted. Here's an example: " As you may know, while we have your car we will also do a courtesy inspection. Of course, your prime concern is our main focus. But we will also check any immediate needs you may have as well as review your history for any due or past due maintenance and report those results as well, OK? CAUTION: If you do not do this then it's very likely to be a surprise to hear about any additional needs. STEP 2. INSPECT-THE-CAR-FIRST / THE ¼ TIME RULE / ENSURE REPAIR JOBS GET A QUALITY INSPECTION AT THE TIME OF DIAGNOSIS * ON WAITERS: Inspect the car first! When I worked for a large consulting firm in the 90's we coined the phrase " The ¼ Time Rule " . What this means is: A 42