Customer Won't Let You Leave Site: How to Exit Professionally
The "just one more thing" trap, how to enforce job completion boundaries, exit scripts that preserve relationships, and when to walk away.
Job's done. Tools packed. Invoice ready. Customer says: "While you're here, can you just look at this tap? And the bedroom radiator. Oh, and the garden light stopped working..."
Three hours later, you're still there. Unpaid. Here's how to exit professionally without torching the relationship or working for free.
Why Customers Won't Let You Leave (The Psychology)
Understanding why customers keep you on-site helps you respond without getting defensive:
Why Customers Won't Let You Leave
1. Perceived sunk cost advantage
"You're already here with your tools—surely looking at the tap only takes 5 minutes?" They think: marginal cost to you = zero. (They don't understand: your time has opportunity cost—next job waiting.)
2. Anxiety about calling you back
Getting a tradesperson out is hard work (calls, quotes, scheduling). They want to maximize value from this visit because they don't know when they'll see you again.
3. Unclear job scope boundaries
If your quote said "fix kitchen tap," does that include the bathroom tap? The garden tap? They genuinely don't know where the job ends—you never defined it.
4. Testing your boundaries
Some customers push to see what they can get. If you say yes to "just one more thing," they'll ask for three more things. It's a negotiation tactic.
5. Loneliness/social need
Elderly customers, people working from home alone, lonely retirees—sometimes they just want company. The job is an excuse to have someone to talk to.
6. Perfectionism/anxiety
They keep finding tiny issues ("Is that grout line straight? Should this valve be tighter?") because they're anxious about quality. They need reassurance more than fixes.
The pattern: Most "won't let you leave" situations stem from unclear boundaries, not malicious intent. Set boundaries clearly = problem solved 80% of the time.
Define Job Completion Criteria Upfront (Before You Start)
Prevent the endless job by defining "done" before you begin work:
Why this works: When completion criteria are defined upfront and confirmed verbally, customers can't later claim "but I thought you were doing [extra thing]."
Exit Scripts That Actually Work (Without Burning Bridges)
What to say when the job is done but the customer keeps finding reasons to keep you there:
Professional Exit Scripts
Scenario 1: Customer keeps asking "quick questions"
Customer: "Before you go, can I ask about this valve? And do you think this pipe needs replacing?"
You: "Happy to take a look and give you a quote for those. But I need to pack up from today's job now—I've got another customer waiting. I can send you a quote by tonight for the valve and pipe, or we can schedule a separate visit if you'd like me to look at everything properly. Which works better?"
Scenario 2: "Just one more thing" requests
Customer: "While you're here, can you just tighten this radiator? It'll only take 2 minutes."
You: "I can definitely help with that, but it's outside today's job scope. Two options: (1) I can add it to today's invoice for £[amount], or (2) I can note it down and include it next time I'm here. Which would you prefer?"
(If they push back: "I totally understand it seems quick, but once I start opening the toolbox for 'quick jobs,' I end up here another hour, and I've got [next customer] waiting. Happy to quote it properly though.")
Scenario 3: Customer wants to chat/isn't ready to let you go
Customer: "Let me make you a cup of tea—tell me about your business, how long you've been doing this..."
You: "That's really kind, but I need to get to my next job. I'll leave you my card—if you need anything else or want to book me again, just give me a call. Thanks for your business today."
(Then start packing. Polite but firm. Don't sit down for tea unless you're genuinely free.)
Scenario 4: Customer won't sign off on completion
Customer: "I'm not sure... can you come back tomorrow so I can test it properly?"
You: "I'm confident the work is done to standard—I've tested it myself. Is there a specific concern you have right now that I can address before I leave? If you find an issue after I go, I'm covered by my [X-month] warranty and I'll come back to fix it. But I need to call this job complete today so I can move on to my next customer."
Scenario 5: Aggressive boundary testing
Customer: "Come on, you're already here—just do the bathroom tap too. I'll pay you next time."
You: "I appreciate you want to get everything done, but today's job is complete and I need to get to my next appointment. If you'd like me to do the bathroom tap, I can schedule that as a separate visit or add it to today's invoice. But I can't do extra work without agreeing price and payment first. Let me know how you'd like to proceed and I'll send a quote."
(If they get hostile, pack up and leave. "I'm going to head off now. Invoice will be sent via email today. Thanks.")
The "Just One More Thing" Response (Pricing On-the-Spot)
If you decide to do extra work, price it fairly on-the-spot—don't work for free:
| Extra Task | Time Estimate | On-Spot Price | Script |
|---|---|---|---|
| Tighten loose tap/valve | 5 mins | £20-30 | "I can do that now for £25, or note it for next time" |
| Replace washer/cartridge | 15 mins | £40-60 | "That's £50 including parts if I do it now" |
| Bleed radiator | 10 mins | £25-35 | "I can add that for £30 to today's invoice" |
| Check electrical socket | 10 mins | £30-45 | "Quick test is £35—if it needs fixing, I'll quote separately" |
| Reset boiler/thermostat | 5-10 mins | £25-40 | "Boiler reset is £30—I'll show you how to do it yourself too" |
| Anything over 30 mins | 30+ mins | Full quote required | "That's a bigger job—I'll quote it properly and schedule a separate visit" |
Pricing principle: Charge your hourly rate + materials for small extras. Don't discount because it's "quick"—quick jobs interrupt your workflow and delay your next appointment.
When to Walk Away Mid-Job (Red Flags)
Sometimes the customer isn't just boundary-testing—they're abusive or unsafe. Here's when to leave:
| Red Flag | What to Do | Exit Script |
|---|---|---|
| Customer becomes verbally abusive (swearing, shouting, threats) | Stop work immediately, pack up, leave | "I'm not comfortable continuing. I'm going to leave now. I'll invoice you for work completed to this point." |
| Customer refuses to let you leave (blocks exit, takes keys, stands in doorway) | Call police (999) immediately—this is unlawful detention | "I need to leave now. If you don't let me go, I'll call the police." (Then do it.) |
| Unsafe working conditions (aggressive dogs, hazardous environment, no safe access) | Explain risk, give customer option to remedy, leave if not resolved | "I can't work safely with [hazard]. If you can [secure dog/clear area], I can continue. Otherwise I need to reschedule." |
| Customer intoxicated/under influence | Do not continue—judgment impaired, can't sign off work | "I'm going to reschedule for another day when we can go through everything properly. I'll call tomorrow to arrange." |
| Inappropriate behaviour (sexual comments, unwanted advances) | Leave immediately, report if serious | "I'm leaving now. Please don't contact me again." (Block number, report to police if needed.) |
| Customer demands work you're not qualified for | Refuse, explain why, offer referral | "That's outside my expertise/qualifications. I can refer you to [specialist]. I'll complete what I'm qualified to do." |
Your safety > the job. If a situation feels wrong, trust your gut and leave. Invoice for work completed. Don't go back.
Preventing the Endless Job Trap (System-Level Fixes)
Long-term prevention beats reactive boundary-setting:
The Verdict: Boundaries Protect Your Business
Customers who won't let you leave aren't respecting your time—and unclear boundaries invite that behaviour.
Here's your exit system:
- 1. Define "done" upfront – Quote lists specific deliverables, not vague "fix stuff"
- 2. Set timeline expectations – "I need to leave by [time] for my next job"
- 3. Price extras on-the-spot – "I can do that for £X now, or quote it separately"
- 4. Use exit scripts – Polite but firm: "I need to pack up—got another customer waiting"
- 5. Get completion sign-off – "Are you happy with the work?" Then pack immediately
- 6. Walk away from abuse – Your safety > the job, always
The tradespeople who work for free on "just one more thing" are the ones who can't set boundaries. The ones who finish on time and stay profitable? They define scope clearly, exit politely, and charge for everything.
Your time has value. Protect it like the business asset it is.