Jason,
What you say is true.
Sometimes.
In fact, if I sense that a customer is shopping and wants only a "price", that is what they get. On the other hand, when a potential customer is truly intrested in giving attention and an open mind to the investment, they in turn receive my attention and knowledge. Although, this too comes with a price. I no longer "show up and throw up". I have learned that too many customers lie about everything, anytime. So they must offer me some commitment in order for me to perform analysis, and make recommendation.
Besides, do you want yourself or one of your technicians to have to do every in-service. And those pesky operating questions and demonstrations do tend to get in the way of service calls. But if you order and buy it, then you are stuck with assembly and manuel reading!@!