When to Say No: Protecting Your Business from Difficult Customers
Let’s be straight, every trade or construction business owner has, at some point, taken on a client they wish they hadn’t. The type who refuses to pay on time, drags the job out so long it becomes unprofitable, or keeps you awake at night because of how they behave and treat you.
Here’s the truth: not every customer is worth having. The idea that “the customer is always right” is outdated and dangerous. The right customer is worth everything. The wrong customer can cost you your sanity, your profits, and sometimes your entire business. If it’s not a 100% ‘yes’ to engage the customer, then I suggest it’s a ‘no’.
Below are seven red flags that signal you may be dealing with the wrong customer. Ignore them at your own risk.
🚩 Extreme Haggling Over Price
When the first words out of a prospect’s mouth are about cutting your price, take note. Price-driven customers are not looking for value; they’re looking for the cheapest deal in town. They will keep pushing until there’s nothing left in the job for you, and even then, they’ll still be unsatisfied. A good client doesn’t mind paying for quality. They know reliability and professionalism come at a price. But when someone insists on comparing you to “the other guy who’s cheaper,” you’re in dangerous territory.
Consider introducing a proposal fee that comes off the job if the customer moves forward with you. If a customer is serious, they’ll happily invest in a professional plan. This one step alone filters out price shoppers and positions you as the authority.
🚩The “Future Work” Promise
“If you look after me on this one, there’s plenty more work coming your way.” This is one of the oldest tricks in the book. Customers use it to leverage a discount or shortcut without committing to any future work. The truth? If someone genuinely values your work, they’ll pay for it upfront and then come back for more. Don’t trade away your margin today for a promise that may never arrive.
A tip here is to politely respond with: “That sounds great. Let’s do this job right, and if there’s more work later, I’d be happy to discuss it. For now, here’s the price for this project.”
🚩Disorganised from the Start
Some clients look chaotic before the job even begins. They are late for meetings, missing details in the scope, constantly changing their story. If they can’t get it together at the beginning, they won’t magically become organised halfway through. Their lack of preparation quickly becomes your wasted time, your team’s frustration, and your lost profit. Remember: disorganisation on their part is not your responsibility to fix.
Here’s an idea. Test their commitment. Ask them to provide specific details, plans, or approvals before you begin. If they can’t do this in a timely manner, you’ve saved yourself from a future headache.
🚩Unrealistic Deadlines
Some customers expect you to drop everything and make them your number one priority. They behave as though ‘their’ project is the only one that matters. These are the people who will call at 9:00pm about a “tiny detail” and expect you to be onsite tomorrow. Strong clients understand that you juggle multiple jobs, deal with weather, suppliers, and staff availability. The demanding ones don’t care, and you’ll never win with them.
So, here’s the deal...set boundaries upfront. Explain your project timelines clearly, including how external factors like supply chain delays may impact delivery. The right client will respect your process; the wrong one will push back (and that’s your sign to walk away).
🚩Complaining About Other Trades
“What Peter says about Paul says more about Peter.” If a customer spends time criticising every tradie they’ve worked with before you, guess what, you’re next. This negativity is a pattern, not an accident. They’re unlikely to be satisfied no matter what you do, because their mindset is already geared toward criticism.
For every customer, listen carefully to how they speak about others. If every story involves conflict, poor results, or “no one else does it properly,” it’s time to politely step aside. Good clients may have had bad experiences in the past, but they’ll speak respectfully about it.
🚩Refusing to Put Things in Writing
This is one of the biggest red flags. No written agreement means no protection. Customers who refuse to sign contracts or document variations often do so for a reason. Often, they want flexibility to change the rules later. A handshake deal may sound friendly, but it can sink your business. Too many tradies have been burned by non-payment, costly disputes, or scope creep because nothing was formalised.
Here’s a recommendation, make documentation non-negotiable. Present contracts as a professional standard; not an optional extra. Frame it as protecting both sides. If they refuse, the job is not worth the risk.
🚩Ignoring Your Gut
Sometimes you can’t explain it, but something it doesn’t feel right. The client looks fine on paper, the job seems profitable, but your gut says no. Every business owner has ignored that voice at least once and regretted it later. Your intuition is built on years of experience and thousands of small observations. Trust it. You’ll never lose money on a job you didn’t take.
Use this rule: If it’s not a 100% yes to the customer. Then say no. Even if you cannot logically explain it. Saying no creates space for the right clients to come in.
What Actually Happened: The Discount Trap
One of our clients, a concreting business, was approached by a customer who promised “ongoing subdivision work” if they came in cheap on the first project. Against their better judgment, they agreed to reduce their rate by 15%. The result?
- Endless scope changes
- Late payments that required chasing
- Constant arguments about “what was included”
- No future work. Just excuses
By the time it was done, the business had lost close to $15,000 in time, variations, and wasted energy. The lesson was...never compromise your margin for the promise of future opportunity. Strong businesses protect their value, hold their price, and stick to their processes.
The Bottom Line
Difficult customers are not just a nuisance; they are a threat to your livelihood. Protecting your time, money, and mental wellbeing is more important than “winning every job.” The discipline to say “no” when the red flags are flying will open the door to better clients, stronger projects, and a business that works for you, not the other way around.
For more strategies on protecting your business, managing clients effectively, and building a hassle-free operation, reach out to PROTRADE United on 1300 767 774 or visit www.protradeunited.com.au
Written by Jon Mailer
CEO of PROTRADE United
Author of ‘Not Just a Tradie’
