Michael, I have found that when I gave away free service, my
customers often saw this as "having no value." So I always write the
actual charges on the job ticket. I can always cross out the
charges and make the service complimentary. The point is that the
client sees the true value of what they have been given.
I charge a bit more for what I do than other stores in my area, but
I am a bit fussier about the quality of the work and the quality of
the whole experience of working with our store. I personally hate it
when I am charged extra for every little thing. Like ordering a
sandwich and finding out that lettuce, tomato, and mayo cost extra.
Or paying extra for the plate and a fork. I add a little extra to
every job, so I can afford to pamper my clients with a free repair,
and a glass of wine while they wait. The truth is, they are really
paying for the free service but they don't seem to mind when I add
it to the original cost of the piece.
Dell charges extra for their warrantee service, and you can also
purchase a free service warrantee. These are not inexpensive, yet
most people do purchase them. Perhaps your store should consider
offering a similar "extended warrantee."