why should you not live comfortably, if it was up to the customer, we would drive around in 10 year old fiesta's and dropping down there price, but the truth is when you buy cheap you get cheap... its the same for just about everything. My point on its way here... If you bought an old van, didn't get it sign written, and didn't buy new equipement... your van might brake down and you then have vechile repairs and lost trade, dont get it sign written and you dont get the same volume of customers to soak up some of your anual expenses, leaving you with a lower pay rate, and you dont get new equipement they get a lower quality job, because you dont have the best tools for the job. So if they pay good money, they deserve the best, and with your van etc thats what there getting.
However I dont think thats why you got that compaint. I read on here about the guy that was involved in the developement of the squeegee, not ettore but the fantom shinner. He was trying to sell his squeegee's and nobody was interested, but once they seen the guy doing the same job in no time at all everyone was wanting one, but it took time and determination.
So to reflect maybe if your customers are a little dubious, and I am sure there are only one or two, but to put others minds at rest and the new customers who have not seen the method before, why not think about some sort of introduction pack, letter explaining how it works and possibly a dvd with it being done. Explain that by investing in this new meathod and enabling us to work faster allows us to keep you price low.
As for the customer with the smart remarks, just drop her. If you dont want to work off a ladder and she doesn't fit the profile then pass it on to a trad window cleaner, and just get another two.
Hope that helps
gerard