It's not how far the forks travel that matters, it's the damping. You should be able to push the forks down fairly easily, and they should spring back in one movement (not bounce). There's no way in the world that cromo rigid forks can absorb bumps like air forks. I wouldn't trust a bike shop to adjust my forks. It's a ten-second job anyway. If you're not getting comfort as they are, turn the damping down to see the improvement. Keep reducing it until the forks bounce, up and down after you push them down, then turn it up just as far as you need to to stop the bouncing. That'll make their action much lighter.
Suspension forks are a compromise, you're trading weight and efficiency for comfort and control. What characteristics you want is up to you. For a touring bike, I prefer suspension for comfort, but on my road bikes i obviously prefer rigid forks for efficiency and minimum air resistance.