The best way to explain this is simply to think like a customer. A customer has a repair need. They are really stressed about it and they want the repair to be done now - weekend, evening or holiday. They want to know exactly when the technician will arrive, how long it will take and whether the repair can be fixed there and then. And, most importantly, how much it's going to cost.
Bear in mind that there is a lot of competition for that business, but the customer called you, not someone else. How are you goi...
