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# Dealing with Difficult Customers
Most customers are fine. They want the job done well, they pay on time, and you never hear from them again. But every tradesperson gets the other kind. The ones who test your patience, your pricing and your sanity. This guide gives you scripts for the most common types and tells you when to walk away.
Rule of thumb: stay professional, put everything in writing, and never let a bad customer make you do bad work. Your reputation lasts longer than any single job.
The Scope Creeper
You know this one. "While you're here, can you just..." An extra socket. Move that radiator. Tile behind the toilet too. Extend the decking by a metre. Each request sounds small. Together they add hours of unpaid work.
The problem isn't the request. It's that they expect it for free.
Script: "Happy to do that. I'll price it up as a variation and add it to the invoice."
Say it every single time. Friendly, professional, no apology. If they push back, explain that extra work means extra materials and extra time, and that's got to be reflected somewhere.
Tip for new starters: write "any work outside this quote will be priced as a variation" on every quote you send. When the scope creep starts, you can point to it. It's not confrontational. It's professional.
The Non-Payer
They agreed the price. They had the work done. Now they won't pay. Or they keep delaying. "I'll transfer it Friday." Friday comes, nothing. "Sorry, next week." Next week, nothing.
Script: "Payment was due on [date] per our agreement. I'll need payment by [date] before I can continue/return."
If it's a final payment on a completed job:
Script: "The invoice was due on [date]. If I don't receive payment by [date], I'll need to add statutory interest and refer the matter for recovery."
You're legally entitled to charge 8% plus Bank of England base rate on late B2B payments. For domestic customers, your contract terms apply. Small Claims Court handles amounts up to £10,000 and costs as little as £35 to file.
Don't keep working on a job where payments have stopped. That's how you end up thousands of pounds out of pocket on materials you can't return.
The Micro-Manager
Watches every cut. Questions every decision. Stands behind you while you work. Follows you from room to room. Asks why you're making tea when there's work to do.
This kills your productivity and puts you on edge. You can't do good work with someone breathing down your neck.
Script: "I work best when I can focus. I'll update you at [time] and you can check everything then."
If they keep hovering after that:
Script: "I understand you want to make sure everything's right. How about I call you when I've finished this section and you can come and check it? That way you can see the quality without either of us losing time."
Most micro-managers are anxious, not hostile. They've been burned by a bad tradesperson before. Acknowledge it, give them regular updates, and show them you know what you're doing. They usually relax after the first day.
The "My Mate Could Do It Cheaper"
Uses another quote (real or imaginary) to beat you down. "Dave from down the road said he'd do it for two grand less." Sometimes they wave the other quote at you. Sometimes it's just a vague claim.
Script: "That's their price and this is mine. My price covers [list what you include: insurance, proper materials, warranty, qualified work, clean-up]. If their price works for you, go with them."
Don't get into a bidding war. If you drop your price every time someone waves a cheaper quote, you'll end up working for nothing. The customers who choose solely on price are usually the ones who cause the most problems anyway.
Tip for new starters: if a customer is grinding you on price before you've even started, imagine what they'll be like when it comes to paying the final invoice. Price pressure at the quote stage is a warning sign.
The "I Saw It on YouTube"
Watched a 10-minute video and now thinks they know more than you do. "That's not how they did it on the video." "Can't you just do it this way instead?" Suggests shortcuts they saw online without understanding why they're shortcuts.
Script: "I hear you. The regs actually require [X] and my insurance only covers me if I do it to standard. I'm happy to explain why we do it this way."
Don't mock them. Some customers genuinely want to understand the process. Explain the reason behind what you're doing. Most people accept it when they understand the why. The ones who keep pushing after you've explained the regulations and insurance implications are the ones you need to be firm with.
The Reviewer-Threatener
"I'll put it all over Facebook if you don't give me a discount." "I'll leave a one-star review on Checkatrade." Uses the threat of a bad review as leverage to get free work, discounts or unreasonable extras.
Script: "I'd rather we sort this out between us. What would resolve it for you?"
This does two things. It takes the heat out of the threat by showing you're willing to find a solution. And it makes them state what they actually want, which often reveals whether the complaint is genuine or whether they're just trying it on.
If the complaint is genuine, fix it. If they're clearly using the threat to extract money, stay calm and professional. Document everything. Respond to any review they leave with a factual, professional reply.
Never offer a discount in response to a review threat. It teaches them that threats work, and word gets around.
When to Walk Away from a Job
Sometimes the right move is to stop. Walk away when:
- You feel physically threatened or verbally abused
- The customer refuses to pay for completed stages and wants you to keep going
- The scope has changed so much that the job bears no resemblance to the original quote
- The customer is asking you to do something unsafe or against regulations
- Your gut tells you something isn't right
If you walk away mid-job, confirm it in writing. State what work has been completed, what payments have been received, and why you're withdrawing. Be factual, not emotional.
When to Fire a Customer
You can choose not to work for someone again. You don't need a reason, and you don't need to make it dramatic. A simple "I'm not able to take on any more work for you at the moment" is enough. You don't owe them an explanation.
Life's too short to dread driving to a job every morning because of who's on the other side of the door.
Sources
- Consumer Rights Act 2015
- Late Payment of Commercial Debts (Interest) Act 1998
- gov.uk, "Make a court claim for money," 2025
- ACAS, "Dealing with disputes," 2025
- Citizens Advice, "Problems with services," 2025
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