Although travel time and cost is a very real expense to us, a customer will rarely see i that way because the money is often made by working the round into areas and by grouping work - therefore making any travel cost for the day effectively shared amongst that day's customers. However, even if it was virtually on your doorstep, it still sounds as if the rate is too low. It seems as if this particular customer wants top quality at bottom price - i.e. cleaned by a company that is prepared to go bankrupt. Top quality and bottom price doesn't work. If the discussion warrants it, I am usually prepared make it clear to a customer that my higher than average price is matched by my better than average work quality; none of this marketing bull about being the best etc. because customers see through that anyway.