We got into a discussion about why. One of the techs said that he sees people waiting to do things rather than going ahead and getting everything done - the beginning stages of the "recession mentality." The owner of the company, who was sitting in the meeting with us, asked us how many times that happened. As it turned out, only twice.
One time the daughter had to get permission from her mother (or father). The other time, someone said that they would wait and see what happened. In more than 150 service tickets, only once was the work deferred until later. This proves my point: Most of the time when technician recommend additional work, it gets done as long as the customer trusts the technician. So I reminded them that it is important to write everything down and review their recommendations and observations with customers.