Marc,

Thanks for your thoughts. We actually try to do most of the things you suggest – present a professional image, follow up surveys, confirming phone calls, etc. and it seems to help.

Any thoughts on my question about a the existence of a “neutral, trusted third party” the consumer could contact to get information about how much they should expect to pay? If anyone knows of such an organization, I would like to know who they are so I could contact them.

Thanks to all for your valuable insights.
VinceR