I'd add that I totally agree with Lyric Girl--when a customer contacts me the first thing we talk about is their turn around time expectation. Next is what type of quilting and costs they are thinking--if either of these is not a fit for me, I also let them know that and give them a referral--like Macy's did in Mircle on 34th Street! I figure that while I may lose a customer, that other quilter is likely to refer to me at times too--and that does happen.
Since this is such "word of mouth" business, I don't want an unhappy customer bad-mouthing me at some guild meeting when it's something that could have been addressed immediately and not lead to disappointment.