joe- i agree, i believe the reason the customer calls you is for the service. if its about price someone else is always cheaper. i never quote anything unless its been looked at or driven. i could give 50 quotes a day and get 1 -2 jobs out of it. the first thing i do is say "lets get it in here, we can then give you a firm quote before any work begins" since its broke and they need it fixed thats what we do is fix stuff.
-jake