We too were approached by a company claiming to put us in front of “no bid government contractors” who have “lots of work from the stimulus package”. I asked if they were a private company, and they said “yes”. The bottom line: they want about $500/month to advertise with them. It may work over time, but I’m not sure about the ROI.

Scott Sells
Spot Free Windows - Orange County, CA

I was approached last winter and reviewed several scenarios with them. They pitched the idea of being prescreened and placed in their purchasing guide so government purchasers would not have to receive several bids when selecting us. This would cost about $6,000. If I did not want to do this I could just place an ad in their purchasing book for around $500 per month.

So I called some of our current government contracts and asked how they selected us. They said they just used one of the local phone books. If I remember correctly, when the service needed is under $2,500 they do not have to receive multiple bids, and have the option to pay with a credit card.

Bottom line for me was that our services would more likely be found with our local advertising and the “tough to swallow” $6000 fee or $500 per month alternative would probably not provide the ROI I was looking for.

Brian Smith
Extreme Cleaning - Salt Lake City, UT

Brian talked about how we all grew up not talking about money with anyone, and were taught not to talk to strangers. Those childhood lessons make it much harder to get our customers to talk honestly with us about money.

Brian also told us we should expect we will be lied to by customers, because actually, we all grew up leaning it’s OK to lie to sales people. How many times did your Mom or Dad answer the phone at home and lie about eating dinner now, or about the other parent not being there?

We still do that - who doesn’t tell sales people they are just looking?

Geoff Shaule
G&S Window Washing & Gutter Cleaning, Inc - Troy, MI

But he made the point not to complain about anything you’ve given them permission to do. Instead, you should find ways to deal with it. One example was customers telling us, “I’d like to think about it.” Brian said he used to keep notes handy so he’d be ready when all those people called back, but his stack of notes kept growing and one day he realized, “I was the only one still thinking about it.”

Now he tells that story to customers and makes a point of asking them - toward the beginning of the sales call - to help him out and agree to give him a yes or no answer when it’s all over. He assures them his feelings won’t be hurt if the answer is no. This puts people at ease - it also results in more sales made to the people who probably wanted to say yes. When he closes, he gently reminds them of the promise.

By the way, he won’t try to close a sale unless all the decision makers are available - to keep that from becoming a reason to postpone a decision.

Gary Mauer
Window Cleaning Network - Oconomowoc, WI

I like the advice to find out quickly if we are in the financial ballpark with the customer by saying something like “To do this job will run between $400 and $900 dollars.” Then they can tell you if the numbers scare them. Or they might mention a competitor’s bid. This is useful information, and less time is wasted. Brian also mentioned that we need to know when to end the technical talk – and stop selling once the sale is made.

Mark Ahlich
Crystal Clear Vision - New Orleans, LA

Brian Groth advises sales people to ask the customer, “Why am I here?” instead of presuming to know why they called. When you guess wrong about why they called, you don’t connect with them.

And he said we tend to go into sales calls planning to do all the talking, but his theory is that whoever does the talking is out of control. That sounds kind of extreme at first, but it makes a lot of sense.

Gary Mauer
Window Cleaning Network - Oconomowoc, WI

Would that care, custody, and control clause cover scratched glass? Am I understanding that right? I’ve never heard that before.

John Kieser
Metropolis Window Cleaning - Longmont, CO

I think it should, but that doesn’t mean they automatically agree to pay.

When you ask agents about your policy, get the answers in writing.

Remember, too that when claims are made, your insurer has a duty to defend you against claims that may be covered. It’s my understanding that as long as any part of the claim might be covered, the insurer is obliged to defend you on every point in the claim. Even if you don’t have care, custody and control, the claim against you might include something that will compel them to defend you.

Having said that - I don’t think you buy care, custody, and control coverage thinking you can start gambling with scratches.

Gary Mauer
Window Cleaning Network - Oconomowoc, WI

My policy has a portion that is similar to care, custody and control (they have a new term). They paid $5,000 on a scratched glass claim, which was the limit.

Last summer I was looking at a policy that would cover $200,000 with a 10k deductible for scratched glass. It was $5,000 annually for the scratched glass coverage. This was a special policy that my insurance carrier put out to bid on the open market. Look at the exact wording for exclusions; I wasn’t 100% sure they actually pay, so I declined.

Lianne Miller
Great Lakes Window Cleaning - East Lansing, MI

After much time on the phone with agents and brokers; In California, the few who even exist that will insure window cleaners do not offer care custody and control that would remotely come close to insuring for a scratched glass claim. I was laughed at several times too for my request.

Bruce Ferguson
Ferguson Window Cleaning - Temecula, CA

Insurance availability and cost will vary by state. I used to have CCC coverage, but a careful reading showed me they had some “outs”. Furthermore, my deductible was $5000, not very helpful for smaller claims. I’m no longer even shopping for CCC coverage. However, I do want my insurance company to defend me from fraudulent or bogus scratched glass claims.

Evan Pyle
Expert Window Cleaning - Baton Rouge, LA

Don’t confuse “leaded crystal” where lead is added to glass used in various glassware items, with leaded windows that get their name from the lead used to hold individual pieces of glass together.

One reason not to use a lot of liquid on leaded glass windows, especially older ones, is that they tend to leak through to the other side or will hold the liquid and drip after you have gone.

Bob Lariviere, Looking Glass Window Cleaning - Cleveland, OH

We have a lot of those windows here on older homes. They are in a leaded frame, in addition to the glass itself containing lead which gives it a smoky quality. Older, original leaded glass is very dimpled and has a lot of character. (You would recognize it if you saw it.)

You could squeegee the squares, but it is restrictively time consuming. The diamond shaped ones are impossible. The frame is pretty flush to the glass, so you can polish an entire set together, not just each individual pane like with cut-ups.

Kevin Troughton
K & L Windows & Gutters Ltd - Vancouver, BC

Because of the hazard of working with lead, I always remind my guys to wash their hands thoroughly after cleaning leaded glass and before eating, and I’m wondering if it would be advisable to wear rubber gloves when doing such cleaning.

Douglas W. Hodgson
ABS Professional Window Cleaning -Greensboro NC

If a person was working with it every day and working the lead with bare hands, then rubber gloves would probably be appropriate. I can’t knock anyone for erring on the side of caution, but I don’t think the small amount of contact we have with this lead is a health hazard.

Phil Bell
Bell Window Cleaning - Concord, NH