Auto Repair Shop's have to struggle with clients being cautious, and somewhat paranoid, because of their fear of being scammed (largely based on their own lack of car knowledge, auto shop's reputation, and the costs involved in repairs). Here's a simple idea, and great way to impress your customers (slightly lifting that skepticism they have); you could offer all walk-ins a prominently displayed small free pamphlet (every year or so) with "real tips" on how to take care of their car...and avoid the repair shop. Sounds strange, since that's how your shop makes money. But, this simple step is also a noticeable step, and helps you stand out amongst the competition by showcasing not only your shops knowledge, but your desire to help; which helps with customers comfort level in receiving future service from you and whether your giving them fair treatment. Try having the name and picture of your various mechanics alongside different tips each gives on car maintenance. This individualizes your shop and is another step toward building trust and a long-term relationship with customers. If done right, this pamphlet should provide them with good and needed advice, giving them an appreciation that helps them think of your shop in a much more agreeable fashion. Once they consider you not only highly qualified, but trustworthy, then you have a greater potential to receive regular customers; and obviously that's where the BIG money is over time. 