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I think a lot of people would be helped by a minor alteration to their retainer letters.

By all means give your quote over the phone or by email but caveat with 'terms & condition apply'. When you send your Rule 2 letter, make it clear that the quote was for the basic service with an update by email or phone once per week to them or their agent. Anything other and above that is hourly rate/per unit.

There's nothing quite like seeing the penny drop when someone comes in without an appointment and, at the end of it, says something insincere like, 'Anyway, sorry for taking up so much time.' and you reply, 'Take as much time as you like, you're paying for it'.