Can't decide which way to go on labor

[JohnR]

I see a lot of good suggestions here, but also one that seems to have been overlooked. In my experience as a consultant I have rarely seen a shop where the labor rate was the problem (unless it is really out of line!) but many where the customer didn't understand what they were buying. RobC mentioned the $75 LOF - many people would balk at this if it was "only an oil change" - which is how it is often understood. If the customer is informed about all of the other things that were checked, and what their condition is, the price - value relationship improves, and so does the customer's disposition. (Example: "we checked your fluids" versus "your anti-freeze is good to minus 30") This takes a bit more time, but is well worth it.