clearly "management" lost sight of the big picture. Why would you charge for finding new leads? Let us inspect the car for free, and if we find something that needs repair, then hey we can take care of that (for a fee). Even better, the customer feels like they got something for free - someone is caring enough to look at my car for free, looking for dangerous shit that I'm not aware of.

I suppose you could apply the value of the diagnostic to the eventual repair, but I'd feel trapped with that kind of arrangement and prefer not to enter it.