If I take that much heat, I would answer their questions and then when it comes to pricing it…I go high
I just had the same thing happen to me 2 weeks ago. I think they are all legitimate questions…and easy ones to answer at that. Its actually a chance to “showcase” your company to them. my customer took a few weeks, i actually thought she went with someone else…but she chose me and all went well.
To follow up,
I did respond - and she congradulated me on winning the bid with on “small” contigency … she needs 3 email references and 3 phone references. Before signing the contract.
Sheesh… at first I thought she was just being cautious, but 6 references… run away.
you should have no problem getting 6 people to say nice things about you. I would not give out my customers email addresses to anyone. Most people are listed in the phone book, so giving a phone number, with permission, as a reference is no biggie.
I would politely tell the customer that for security (spam, virus) I do not give out people’s email addresses, nor will I provide yours to anyone should you give it to me
I think this is a GREAT customer to have if its a great price…she is qualifying YOU. This might mean a TON of referrals from her. I bet her neighbors trust her judgement, and if she gives the nod, you may get that whole street. This could be a great opportunity for you.
I get those questions all the time, if after they have heard the price and are only concerned with those questioned she asked, I would absolutely answer them for her and take all the time she needed. This is the time to show her WHY you are the best.
I’ll tell ya what… send her, and any other customers you have my way.
I have [B]no[/B] problem with these hurdles/questions.
Personally, I think that this type of customer is one that you will probably have for life. Because she probably feels as frustrated as you do… therefore will [U]not[/U] want to go through it again.
I commend those of you who are busy enough to ‘take a pass’ on any customer.
Sometimes you have to fire a troublesome customer, after the fact… but I’ll still fight tooth & nail to get them.
Thank you… I respect your opinion.
And I like your thought process with this: ‘ask away… I’ve got the answers.’ 
+1
You’ve got her interested and now you just need to nullify any fear she has. She’s on your line, now you just have to reel her in. If she turns out to be a horrible customer then you can drop her later if she wants your services again. If however, she turns out to be a great customer then you win. Either way you got a job to do and here is someone willing to pay you to do it. I say go for it.
Alright, Well I did land the job.
Of course I did reply in the necessary manner, but the fact is if every customer was as inquisitive as this one I would have serious issues actually getting work done.
The HO is very nice and I am excited to do work for her.
Its just odd timing now. This week i have received over 10 calls and im already book 3 weeks out.
It just hard managing my time on this one.
I am happy to have work though!
Great news… congrats! 
I would answer her questions meeting or exceeding all of them. I would then tell her that I never give an over the phone estimate because I don’t know wether you live in a tent or a palace. "I have to put an eyeball on it to see what I’m dealing with. I can appreciate your being fastidious about your property and it’s cleanliness, once I make you happy it’s people like you that have made my business what it is. Because happy clients are return clients and they share me with their friends."
Caveat ~ if your gut tells you to not take this job then pay attention to it and run away. You’ll never go wrong paying attention to what I call a window cleaners intuition.
I have to admit I think I would be extremely exasperated with all those questions and assurances, but what some of you guys have said is true- that if you get her as a customer you’ll probably get alot of references to people not as ‘cautious’.
Or I was thinking that she may have read some ‘guide’ on getting the right service person with a long list of things to determine before using him.
Nice reply, JfromtheD.
I like the way you think. If the customer is opening a dialogue with you, use it to your advantage to give them a sales pitch that will distinguish you from your competitors. I copied your reply for future reference! Sometimes a satisfied anal customer is the best source of referrals.
I almost shot coffee out my nose!
I did a ladies house that was brash and hovering over me the entire time. When I got done, I collected a check and RAN out of there! I thought her horns were going to come out and she was going to use me as a sacrifice to the gods.
About 2 weeks later, on a Monday, my phone blew up! Everyone on the other end of the phone basically said the same thing.
“She told us what a great job you did and if you can please that B**ch, you must be good!”
Sometimes patience and tenacity pays off.
Good idea, and add what differentiates you from others. Offer to provide references of other customers.
I clean all screens outside.
That’s an extra service I don’t plan to add!
What were the reasons the homeowner provided for awarding you the bid?
You have residential customers sign contracts?
Good man. You have a lot more patience than I do.
Unless the power was fixin’ to get turned off or I was out of sippin’ whiskey I would have told her to take it or leave it.
I used to jump through hoops and then my knees just got too old and worn out…
