We’ve all seen it, from one side of the counter or another. The consumer receives a call with a report on repairs his car needs. The service adviser carefully explains that the flux capacitor has fused with the transmutator. It’s terminal and must be done to the tune of $1895 plus taxes Mr. Smith. The good news is that we have the parts in stock and you can pick the car up at 5. It is now 3:30.
Upon arrival, Mr. Smith looks at the invoice and the repair indeed cost $1895 plus taxes. The trouble is that there is 4 hours labour included in that $1895. This is when Mr. Smith goes off his nut. “How can you charge me 4 hours, when you only called with an estimate an hour and a half ago?”