Former Customer Wants You to Fix Someone Else's Botched Work: Pricing Strategy
Why repair work costs more than original installation, how to price nightmare fixes, and the liability protection you need before touching another trader's mess.
Customer you did great work for 2 years ago calls: "Remember that bathroom you did? Brilliant. Well, I got someone cheaper to do the kitchen. It's a disaster. Can you fix it?"
Here's why repair work commands premium pricing, how to quote nightmare fixes without getting burned, and the liability protection you need before touching someone else's mess.
Why former customers call you back (validation + opportunity)
First, recognize this as a compliment and a business opportunity:
What the call-back tells you
1. Your original work held up. They trust your quality enough to call you when things go wrong.
2. They learned the "cheap" lesson. They went for a lower quote, got burned, now understand value.
3. You have negotiating power. They're calling because they want you—you're not competing on price.
4. It's a high-margin opportunity. Repair work commands premium pricing. Done right, this pays better than new installs.
Don't be annoyed they went elsewhere. Be professional, charge accordingly, and turn their mistake into your profit.
Why repair work costs more than new installations
Customers expect repair to cost less than starting fresh. It's actually the opposite. Here's why:
| Repair complexity factor | Why it increases cost | Pricing impact |
|---|---|---|
| Removal of defective work | Takes longer than installation; risk of damaging surrounding areas | +30–50% labour vs new install |
| Unknown scope until you start | Hidden issues emerge once you remove surface layers | +20–30% contingency buffer |
| Working around existing installations | Can't work freely; must protect finished surfaces; slower progress | +20–40% time vs greenfield |
| Liability for someone else's mistakes | If you don't document thoroughly, you inherit blame for existing defects | Admin + documentation time |
| Materials waste from demolition | Disposal costs + replacement of salvageable materials damaged during removal | +15–25% materials cost |
| Emotional toll | Dealing with stressed customer + fixing someone else's shoddy work is draining | Premium for aggravation |
Rule of thumb: Repair work should be priced at 1.5–2× what you'd charge for the same job as a new installation. Don't apologise for this—explain it.
The inspection and quoting process (charge for inspections)
Never quote repair work sight-unseen or for free. Inspections are billable:
Charging for inspections filters time-wasters and ensures you're compensated for diagnostic work even if they don't hire you.
Liability protection: don't inherit someone else's problems
The biggest risk with repair work is getting blamed for pre-existing defects you didn't create. Protect yourself:
Over-document, under-promise. If something goes wrong with the original work after you've touched it, your documentation proves it wasn't your fault.
When to refuse the job (red flags that signal trouble)
Some repair jobs aren't worth any price. Here are the signs to walk away:
| Red flag | Why it's a problem | Your response |
|---|---|---|
| Customer wants you to "just patch it" not fix it properly | You'll be blamed when the patch fails | "I only do proper repairs that I can warranty. If you want a temporary fix, I'm not the right person." |
| Work is so bad it's dangerous (electrical/gas safety risks) | Liability nightmare if someone gets hurt before you fix it | "This is unsafe and needs immediate isolation. I can fix it, but you need to stop using [system] immediately." |
| Customer refuses to pay deposit or sign liability disclaimer | Won't cooperate now = won't pay later | "I require a deposit and signed agreement before starting repair work. If that doesn't work for you, I understand." |
| Customer still arguing with previous trader and wants you involved | You'll get dragged into their dispute | "I'm happy to fix the work once your dispute is resolved. I don't want to get involved in ongoing conflicts." |
| Scope is so extensive it's effectively a complete redo | Margin is better on new installs; less liability | "At this point it makes more sense to start fresh. Here's what that would cost." |
Response scripts for common repair scenarios
Here's exactly what to say when former customers ask you to fix someone else's work:
Repair work response scripts
Scenario 1: They want you to quote over the phone
"I'd love to help, but I need to inspect it first before I can give you an accurate price. Repair work always has unknowns. I charge £[X] for the inspection, and if you go ahead, that's deducted from the final bill."
Scenario 2: They're shocked by your repair quote
"I know it seems high compared to what you paid originally. But repair work costs more because I have to remove the defective work, assess hidden damage, and work around what's already there. If it were a fresh install, it'd be £[lower number], but fixing someone else's work adds significant complexity."
Scenario 3: They ask if you can just "make it work" cheaply
"I only do repairs I can stand behind with a warranty. A quick patch might hold for a while, but it'll fail—and then you'll be paying twice. If budget's tight, let me quote two options: minimum safe repair vs comprehensive fix."
Scenario 4: They want you to write a report blaming the other trader
"I can document what I find and explain what needs fixing, but I don't write reports for disputes—that requires a qualified surveyor. I'm here to fix the problem, not get involved in legal issues."
Key principle: You're doing them a favour by fixing someone else's mess. Price accordingly, protect yourself legally, and don't let guilt or loyalty reduce your margin.
Build a pricing command center in Toolfy
- •Quote templates, emergency premiums, and deposits all in one library
- •Real-time job costing shows margin before you send the quote
- •Scenario calculators feed straight into invoices and payment plans
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