Thanks for this thread guys, makes me realize it isn't just me!

Maybe an initial assessment would be the answer, I have stood at the parts counter in the local Ford dealer a few times recently which is right next to the service desk and heard customers come in to book a faulty vehicle and the standard response is "we will perform an initial diagnosis for £75+vat and then we can tell you the likely cause of the fault and possible cost".

Could even have a card made up to show what the initial assessment includes, basic vehicle checks, test drive, code read, etc.

Sounds good to me, those that aren't willing to pay for the initial assessment aren't the type of customers you want and those that are willing to pay, at least you get your hours labour back if the vehicle turns out to be a pig that is likely to cost a fortune to put right before going to deep.

I figure about 45mins for basic checks with code read including print out and maybe short test drive, and 15 mins typing up a report.

I'm looking for ways to politely weed out the type of customer who wants everything as cheap as possible, the "can you just plug it in mate" brigade.

Steve