How to Deal with Difficult Customers as a Tradesperson.

Slow it down, and go back to the facts. Listen, note the problem, check it against what was agreed, and suggest a clear next step. Never argue in a public review, and don't promise anything until you've checked.

• Complaint: a customer telling you something's wrong with the work or the service.
• Snag: a small thing left to finish or fix at the end of a job.
• Reasonable care and skill: the standard the law says every job must be done to.
• Repeat performance: the customer's right to have poor work put right, at your cost.
• Terms: the written conditions of your agreement with the customer.
• Consumer: a member of the public buying for themselves, not for a business. They have extra legal rights.

Good records protect you both:

• What's included and what isn't, in writing
• A clear price and when they pay
• Changes agreed before extra work
• Honest dates
• Photos and job notes
• A way to sort snags at the end
• How to complain, and what happens next

The same simple steps every time:

1. Acknowledge it.Tell them you've got their message.
2. Check.The quote, messages, photos and job notes.
3. Clarify.Separate what was agreed from what was assumed.
4. Suggest.A sensible next step, with a date.
5. Write it down.Confirm what you agreed, in writing.

Let them finish, then repeat the problem back calmly. Check your records before promising anything. If it's safe to, go and have a look.

Don't match anger with anger, share private details, or admit something you haven't checked.

By law, every job for a member of the public must be done with reasonable care and skill. If it wasn't, the customer can ask you to put it right. You do that at your own cost (labour and materials), within a reasonable time and without causing them significant hassle. If that isn't possible, they can ask for money off.

So a complaint about the work usually starts with "come back and fix it", not a refund. Your terms have to be fair, and can't take away these rights. If rights, safety or liability are unclear, get proper legal or trade advice.

Both you and your customer can get free, independent consumer advice:

• England and Wales: Citizens Advice consumer helpline, 0808 223 1133.
• Scotland: Advice Direct Scotland, 0808 164 6000.
• Northern Ireland: Consumerline, 0300 123 6262.

Your trade body or scheme may also have a complaints or dispute service.

Abuse and threats aren't part of the job. Leave if it's not safe, keep any evidence, and call the police if you need to. Have a plan for working alone, so you're not making it up under pressure.