Customer Wants Extra Work for Free Because Job Ran Over: Your Response
Why time overruns don't justify free work, the legal difference between time and scope, and the scripts that protect your margin without losing goodwill.
The job's taken 3 days instead of 2. Customer says: "Since you're here anyway, can you just knock out this extra bit? Seems only fair since you took longer than expected."
Here's why time overruns don't justify free work, when you legally owe extras, and the exact scripts that protect your profit without starting an argument.
Time overruns vs scope creep: the critical difference
Customers conflate timeline delays with scope changes. You need to separate these clearly:
Time vs Scope: What you actually owe
Time overrun (taking longer than estimated): You absorb the cost. Customer pays agreed price. No extras owed unless your delay causes them quantifiable loss (rare).
Scope expansion (adding work not in the original quote): You charge for it. Doesn't matter if job ran over—new work = new price.
Time overrun DUE to unforeseen scope: You charge for the additional work discovered. Delay is explained and justified. Customer pays for expanded scope.
Customer requests during the job: Always additional scope. Always chargeable. Timeline is irrelevant.
The quote covers what you do, not how long it takes. Mixing these up costs you money.
Why customers ask for free extras (and what they're really thinking)
Understanding the psychology helps you respond effectively:
| What they say | What they're thinking | The reality |
|---|---|---|
| "You're here anyway, may as well do this too" | "The hard part (showing up) is done, so the extra bit should be cheap/free" | Every task has material, prep, and labour costs regardless of proximity to other work |
| "It's only a small thing" | "Small tasks shouldn't cost much" | Small tasks often take longer than they look once you factor in prep, safety, cleanup |
| "You took longer than expected" | "You owe me compensation for the inconvenience" | Timeline was an estimate, not a guarantee. Scope and price remain unchanged. |
| "I'm paying you a lot already" | "Surely you can throw in a freebie given the total invoice" | Total invoice reflects agreed scope. Extra work costs extra regardless of base price. |
| "Other tradespeople do extras for free" | "You should match competitors who undervalue their work" | Those tradespeople either go broke or make up the cost elsewhere |
When you actually owe free remedial work (legal obligations)
There are scenarios where you do owe work at no extra charge. Know the difference:
| Situation | Do you owe free work? | Why |
|---|---|---|
| Work doesn't meet building regs or agreed spec | Yes | Consumer Rights Act: work must be carried out with reasonable skill and care |
| You made an error that requires correction | Yes | Professional obligation to fix mistakes at your cost |
| Materials you supplied are defective | Yes (labour only) | You're responsible for materials you supply; replace + refit at no charge |
| Customer asks for something outside original quote | No | New request = new scope = new charge |
| Job took longer due to unforeseen but not defective conditions | No | Time overrun is your cost to absorb, but doesn't obligate you to extra scope |
| Customer wants upgrade/improvement to completed work | No | Improvement beyond spec is a change order, chargeable |
The refusal scripts that protect your margin without conflict
Here's how to say no politely but firmly, tailored to the most common scenarios:
These scripts acknowledge the customer's position while maintaining your boundary. Empathy + firmness = respect.
Strategic goodwill gestures (when and how to throw in extras)
Occasionally, strategic freebies build loyalty—but they must be deliberate, not coerced:
Smart goodwill vs margin erosion
✅ Good goodwill gestures:
- Genuinely tiny tasks: tightening a loose handle, replacing a worn washer (5 mins, no materials)
- Proactive offerings you control: "Noticed your [X] while I was here, sorted it—no charge"
- First-time customers on large jobs: "As a welcome gesture, I've done [small extra] at no cost"
- Repeat customers: "You've been great to work with, I'll throw in [X] this time"
❌ Margin-destroying gestures:
- Anything taking over 30 minutes
- Work requiring materials you didn't budget for
- Tasks given free because customer pressured you
- Extras for difficult customers (rewards bad behaviour)
Key rule: You choose what to give away, when, and to whom. Never let customers demand freebies.
Preventing scope creep from day one (systems that protect you)
The best defence against "just one more thing" is watertight scope definition upfront:
When scope is crystal clear and change orders are standard practice, customers understand extras cost extra. Prevention beats confrontation every time.
Build a pricing command center in Toolfy
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- •Real-time job costing shows margin before you send the quote
- •Scenario calculators feed straight into invoices and payment plans
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