Dealing with Scope Creep: The 'While You're Here' Script
Customer asks for 'one more thing'. Scripts to price on the spot, protect margin, and upsell without working for free.
“While you’re here…” is never quick and it’s never included. Say the wrong thing and you either work for free or lose the customer. Use these scripts so every request stays paid work.
Average annual revenue lost to unpaid scope creep per tradesperson
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The 5 Scope Creep Scenarios
Scenario 1: “While you’re here…”
Customer says:
“While you’re here, could you just look at the tap in the bathroom? It’s been dripping for weeks.”
Your response:
Happy to take a look. Let me finish up here first, then I'll assess what's needed. If it’s a quick fix I can do now, I’ll quote you on the spot. If it needs parts or more time, I’ll write up a separate quote and we can schedule it.
Why it works: Acknowledges the request, sets the expectation that it is separate work, and offers an immediate quote option.
Scenario 2: “Just one more thing…”
Customer says:
“Oh, one more thing—can you replace this light fitting too? Should only take a minute.”
Your response:
I can definitely do that. It’ll be £[quote] for the fitting replacement. Want me to add that to your invoice today?
Why it works: Gives an instant price so the customer makes a yes/no decision instead of assuming it is free.
Never say "Sure, I'll just throw that in." Every "quick job" you do for free trains customers to expect free work.
Scenario 3: “I thought that was included.”
Customer says:
“Wait, you’re charging extra for that? I thought it was part of the quote.”
Your response:
Let me show you the original quote. We agreed on [scope]. What you’re asking for now is [new work], which wasn’t part of that agreement. I can do it for £[price], or we can leave it for another time. Your call.
Why it works: Uses written proof to clarify scope and offers a choice without confrontation.
Scenario 4: “Can you do it cheaper since you’re already here?”
Customer says:
“Can you give me a discount since you’re already here? Saves you a trip back.”
Your response:
The price I quoted is already my best rate for the work required. Being on-site doesn’t change the time, materials, or expertise needed. The £[price] stands whether I do it now or later.
Why it works: Explains the value is in the work, not the travel, so the price stays firm.
Scenario 5: “Mate’s rates?”
Customer says:
“Come on, mate, can you do me a deal? We’re practically neighbours.”
Your response:
This is the rate for the work. I keep my pricing consistent for everyone. Means you’re getting the same fair price as my other customers, not being overcharged to subsidise discounts elsewhere.
Why it works: Frames consistent pricing as integrity, not inflexibility.
"Mate's rates" is code for "work for free." Real mates don't ask you to undervalue your skills.
When to Say Yes vs No
Say YES when:
- Work takes under 15 minutes
- You have parts/tools on hand
- It’s within your expertise
- Customer accepts the price immediately
- You can invoice it same day
Say NO (or quote later) when:
- Work takes over 30 minutes
- You need parts you don’t have
- It requires specialist tools or knowledge
- Customer is pushing for a discount
- Your schedule is already packed
Pricing Additional Work On-the-Fly
No time to run back to the van. Use the 3-factor formula:
- Time cost: hourly rate × estimated hours (round up). Example: £60/hour × 0.5 = £30.
- Materials cost: parts × 1.5 markup minimum. Example: £20 tap × 1.5 = £30.
- Urgency premium: add 10–20% if it derails your schedule.
Setting Boundaries Professionally
Handle scope creep before it starts:
At the start of every job
“Just confirming—today I’m here for [scope]. If you spot anything else while I’m working, let me know and I’ll quote it separately. Sound good?”
Real example: Manchester electrician
Before boundaries: £400 quoted, £520 of work done, £400 invoiced. Lost £120 per job.
After scripts: £400 quoted, £550 of work done, £550 invoiced. +£150 per job → £16,200 extra revenue annually.
Bottom Line
- Quote immediately when the request appears.
- Never apologise for charging for extra work.
- Offer the choice: pay now or leave it.
- Document everything on the invoice.
The customer who pays for scope creep without complaint is worth 10× more than the one who expects it for free.
Track Every Additional Job Automatically
Toolfy lets you add line items to invoices on-site, quote instantly from your phone, and ensure no scope creep goes unbilled.
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