Points noted ... These kind of discussions are good for business ... especially for small businesses.

Something I have noticed recently ... a lot of companies (service) ... will not entertain a discussion or a site visit with a service technician until a service ticket is created ... the catch is unless you attach a full description of what it means when you receive a service ticket ... its pretty pointless.

This is were a webiste for the company would be a good idea ... which would have information like the terms and conditions of a service ticket ... standard rates charged for callouts ... hourly rates ... you could attach a notice for the customer so that they understand the T&C's.