So, I recently got an estimate request from a guy in a local town. Simple job. 2 story house. He just wants the vinyl siding washed. The only problem is, this guy is setting off my “difficult, irritating customer who isn’t worth the money” alarm. Here’s how the conversation went, with my responses condensed:
Him: Do you use hot water & do you cover [town] area?
Me: I explain soft-wash process. Yes, I do cover that area.
Him: Could you give me a quote.
Me: Yes, the price would be $275 + tax.
Him: Do you have liability insurance for your business?
Me: Yes.
Him: Since you aren’t using hot water, do you use chemicals or some type of soap?..and if do, are they vegetation friendly?
On the north side of house I have mildew…will your chemical/soup mixture remove this?
Me: I explain soft wash process again.
Him: How long have you been power washing houses?..and is there an advantage to using cold water vs hot water?
Me: I have been washing homes for 1.5 years now. It’s not that there is an advantage to using cold water instead of hot, it’s simply that there is no reason to use hot water on a home. Hot water is needed for grease and oil stains on concrete, or to remove things like bubble gum from sidewalks.
Him: Against my better judgement, I will give your cold water method a try, but you may have to use a little “elbow grease” and a sponge or brush to remove the mold from the North side. I don’t want to pay $275 and still have mold & mildew on the siding. You know what I mean?
Pls confirm date & estimated time you will be here.
His last response, plus his playing 20 questions, just screams that he is going to be difficult to work with. On the other hand, if I do the job and blow his mind with the soft-wash process, I could gain some referrals in the area.
What say you, wiser and more experienced wash-gurus?
I’m definitely no guru, but it sounds like he may have had a bad past experience with another company. All customers aren’t going to be likeable. Take the job, knock it out the park and you’ll have a repeat customer and possibly a great reference sounding board!
I would do it. I see it as an easy way to turn a doubter into a supporter of your business. And even if he doesn’t get you more business from referrals, it’s still an easy $275.
In the words of @Innocentbystander: walk away. Sounds like he is the kind that’ll keep you there all day nit picking. however, should you decide to do it go the extra mile have a brush and bucket out ed web if only for dramatics do a fantastic job and get him to like you and you’ll have a customer for life. He may have been burned before and is skeptical. I have a customer that was like that. Once I earned her trust she doesn’t even ask for estimates she just ask me to go do the job and invoice her. But if you’ve got plenty of work walk away
Tough one. Customers like that definitely send up red flags but I try to see it from their perspective, and as others stated he probably had an amateur do it before with unsatisfactory results. If you KNOW the mildew will come off, go for it.
I’m more of a “hold my beer” guy…ones who think they know everything about YOUR job. I’d have him stand on the north side and just watch as it melts away…and then not say a word…collect payment…and move on.
One more vote for going for it. Had a customer last week, self proclaimed compulsive disorder, does touch up washing of his house every weekend. Literally the cleanest siding I’ve ever washed, and that’s including the Kingdom Hall I wash twice a year. And he complained about the previous guy leaving water spots on his siding (maybe bad surfactant or poor rinsing? Idk)
Anyway, Here’s his review:
“Rating: 5
Comments: Alex did a superb job on my home. The windows were spotless. Alex conducts himself very professionally and honestly. I will be using Infinity Cleaning annually for my spring house cleaning. Thanks again.”
I would tell the customer that all work is money-back guaranteed. Worst that can happen is he’s overly picky somehow and you’re out a couple hours and a few bucks on gas and bleach. But more than likely, you’ll blow his socks off and he’ll give you a tip.
I wouldn’t have a problem with any of those questions. He just sounds like someone who cares about his home and doesn’t want some hack doing it.
Skeptics can be the best customers because they’re easier to impress. Clean the mildew, don’t kill the vegetation, and you’ll likely have a customer for life.
I agree with others. If he’s not happy tell him no charge.
Absolutely take the job. Sounds like his previous provider fed him a bunch of BS. Nothing wrong with any of his questions. I like curious customers. They’re that much more impressed after you wow them and show them you know your stuff
I don’t like headaches… but… I’d have to agree that the past service wasn’t up to par or he wouldn’t be so curious about your process.
It’s the customers that want the senior, veteran, cat died on Christmas discounts or try to haggle that won’t be happy with the work at any price. This fella sounds more skeptical about getting his $275 worth. This is a chance to knock his socks off.
I also had a PITB call friday. Lady had a two story house but only wanted 2 sides washed and insisted on paying half the price. I told her we do not do that. She got kinda annoyed with that response and ruffled off something snobby. I told her to call a car detailing shop and tell them you want half the car detailed for half the price and see if they go for it.
Needless to say I won’t be washing her house. I was very polite as to not insight a bad online review. But dang…
When people ask me to wash sections of the house I charge the 75% of what the total would be. When they ask why I tell them half the battle is driving, setting up, and customer acquisition. Non of this is affected by which side of your house I wash. It’s built into the price. Most of them understand and go for the full wash if they don’t go elsewhere
I was washing a 5k sqft home last week and across the street was a 20k+ sqft home. The guy came out and watched us work. Then he asked me to give him a quote on some work. As I proceed to walk through the marble gates and gold(painted I’m sure) door he’s picking certain areas. I want my columns washed, this balcony, that green stuff, etc. had to explain to him that the chemicals will brighten up his paint and stucco, in a good way but if we don’t clean the whole thing it’s going to be noticeably different. Then he started telling me how to clean it. Go here, do that, don’t use chemicals, you can do it. I politely said maybe it can but I don’t work like that. I want you to be happy with our work. I’m confident in my process but unfamiliar with yours. Then I exited the million dollar home without the 5000 job. Without headaches lol
