Questions to Ask a Customer Before Sending an Offer
The questions that stop mispriced jobs and wasted trips, grouped by what they uncover, with tips on asking without sounding like an interrogation.
Most disappointing jobs were doomed before they started. The request said "a few bits to fix" and the real list was twenty items. The "small garden" turned out to be on a steep slope with no vehicle access. The "quick clean" was for a property that had not been touched in months. A handful of well-chosen questions catch these problems when they are cheap to fix.
The skill is asking the right ones, briefly, without making the customer feel interrogated.
Why ask at all
Questions do three things:
- Protect your price. You quote what the job really is.
- Protect your time. You avoid unsuitable bookings.
- Build trust. Careful questions signal that you take the job seriously.
They also reduce disputes later, because the scope was clearly discussed. See setting expectations before the job starts.
The essential six, for almost any job
Whatever your trade, you rarely go wrong with these:
- What exactly needs doing? Ask for a list in priority order.
- Where is it, and what are the access arrangements? Floor, stairs, parking, keys, entry codes.
- When do you need it done, and how flexible are you?
- Will anyone be home? Pets, children and vulnerable adults change how you work.
- Who is supplying materials or products?
- Can you send photos? A photo often answers five questions at once.
Questions by service
Add these to the essential six, depending on what you do.
Cleaning
- Roughly how many bedrooms and bathrooms?
- When was the last professional clean?
- Are there any surfaces or items needing special care?
- Do you have a vacuum and cleaning products, or should I bring mine?
- Any allergies or product preferences?
Handyman and assembly
- What make and model is the item, and are all the parts present?
- What type of wall is it, for example plasterboard, brick or stud?
- Is there any existing damp, damage or electrical concern nearby?
- Have you tried to fix it already?
Gardening
- Approximate size of the area, and how overgrown is it?
- Is there somewhere to put green waste, or should I remove it?
- Is there access for equipment without going through the house?
- Are there any protected plants, wildlife concerns or boundary issues?
Moving
- How many rooms and what large items need moving?
- Stairs or lifts at either end, and parking restrictions?
- Anything fragile, very heavy or valuable?
- Do you need packing materials?
Mobile beauty and hair
- Which service and approximate duration?
- Is there a suitable space, with natural light and a chair?
- Any allergies, skin conditions or recent treatments I should know about?
- How many people are being treated?
Tech help
- What device and operating system, and what is the problem?
- Is it urgent, and has anything changed recently?
- Do you have backups of important data?
- Is the Wi-Fi password available on the day?
How to ask without overwhelming
A long list of questions can feel like a barrier. Try these tactics:
- Ask two or three at a time, prioritising what affects price.
- Explain why, for example "Photos of the wall will help me bring the right fixings."
- Offer a default, such as "I will assume access is via the front door unless you tell me otherwise."
- Use a short list in the message so the customer can reply in line.
Sample message
"Thanks for your request, Aisha. To give you an accurate price, could you tell me roughly how many rooms need painting and whether the walls need any filling or repairs? A couple of photos would be very helpful. I can provide an offer today once I have those."
Red flags to listen for
Questions also reveal whether a job is right for you. Pay attention if a customer:
- Refuses to describe the work or provide photos
- Pushes for a price without details
- Asks for work that needs a registration you lack
- Wants unsafe shortcuts or cash only arrangements that avoid the platform
- Is rude or dismissive from the first message
You are allowed to decline. See handling difficult customers.
Turn answers into your offer
Once you have the answers, reflect them back in your offer so the customer sees you listened. Then follow the structure in writing a winning offer.
Frequently asked questions
Will asking questions make me look slow?
Not if you ask promptly and clearly. Customers generally appreciate care. See responding quickly to job requests for balancing speed and accuracy.
What if the customer cannot answer my questions?
Offer a first visit, a video call or hourly pricing with a cap, so neither of you carries all the risk.
Should I ask about budget?
You can, politely, if it helps you suggest suitable options. Some customers prefer not to say, and that is fine.