Every contractor has stories about difficult customers. The ones who change their minds constantly, dispute every invoice, or expect champagne quality on a lemonade budget.
While most customers are reasonable, knowing how to handle the challenging ones is essential for protecting your business and your sanity.
Setting Expectations Early
Most customer disputes stem from misaligned expectations. The solution? Set clear expectations before work begins.
Your quote should detail exactly what's included (and what's not). Discuss potential complications upfront. Get everything in writing.
A few minutes spent clarifying expectations at the start can save hours of arguments later.
Common Difficult Customer Types
The Scope Creeper
"While you're here, could you just..." This customer keeps adding small tasks, expecting them to be included in the original price.
**Solution**: Be friendly but firm. "I'd be happy to do that. Let me add it to the quote and get your approval."
The Price Haggler
This customer tries to negotiate the price after the work is done, suddenly discovering "issues" that weren't there before.
**Solution**: Document everything with photos. Get signed acceptance before leaving. Have clear payment terms in your contract.
The Never Satisfied
No matter how good your work is, this customer finds fault. They use complaints as leverage to avoid paying or to get free additional work.
**Solution**: Maintain detailed records. Address genuine concerns professionally. Know when to stand firm.
When to Walk Away
Sometimes the best business decision is to not take a job. Red flags include:
- Customers who won't pay a deposit
- Extremely aggressive negotiation on price
- Unrealistic timelines or expectations
- Bad reviews or reputation from other contractors
- Your gut feeling says something's wrong
A difficult customer can cost you far more than the job is worth in time, stress, and damage to your reputation.
Professional Communication
When dealing with complaints, stay professional. Respond promptly, listen to their concerns, and focus on solutions rather than blame.
Document all communications in writing. If a dispute escalates, you'll be glad you have a clear record.
Conclusion
Difficult customers are part of the business, but they don't have to derail your success. Set clear expectations, document everything, and know when to walk away. Your time and peace of mind are worth protecting.