"While you are here, can you also..." sounds harmless, but small extras add up and wreck the schedule.
In this article
Recognize it
Requests that were not in the original job.
Friendly answer
Yes, and here is what it costs and how long it takes.
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Protect the schedule
If it does not fit, book it as a new visit.
Train the team
Give technicians the words to use.
Track it
Note how often extras happen and price them in.
Common mistakes
Free extras, saying no rudely and running late for the next customer.
Price every call so it pays.
We help service businesses set clear policies, book better jobs and turn more calls into profitable work.
Frequently asked questions
Should technicians say yes to small extra requests?
Small extras can be great if they are priced and approved. The problem is unpaid extras that push the next appointment late.