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@|³|MA3K
Exactly.
When I worked at Evans we never had a set policy regarding this.
I used to mainly do quotes for damage which involved taking in the customers bike, bringing it down the stairs, pushing the mechanics out of the way and assessing the cost.
Then I would type and print, address and envelope the quote. Wait for customers return and carry the bike back up the stairs.
From a person/space management perspective these costs have to be factored. Having an employee running about doing that and the storage of a damaged bike in a tight inner-city storage area. The bike in most cases is unridable which gives less incentive for a prompt pick up.
Stolen bikes are another matter but still require a good wedge of time for a bike shop employee and cannot be done straight away in most cases.
Ask hael about my quote-delux sometime.