How to deal with Cowboy Customers

Cowboy builders seem to get a mention every minute on TV but cowboy customers have a much lower profile. Benjamin Dyer of Powered Now looks at ways of addressing the awkward issues that cowboy customers cause.

It’s amazing. When ITV ran a story about how badly customers treated tradesmen, they revealed the disgusting truth. While TV shows are normally full of stories of “cowboy builders” there’s a completely different side to this story. Research showed that:

• Five million got a quote with no intention of following through
• A million wanted a discount by giving a bad review or criticising work
• Two million kept back money to reduce the price
• Two million forgot an appointment and left their tradesperson hanging

These are truly shocking statistics. And this doesn’t show up on most TV programs. Nor does it get mentioned when the government are considering how to make the economy more efficient. Frankly, it’s unacceptable.

A quick survey of seventeen trade companies conducted in January 2025 showed that things haven’t changed. Cowboy customers were up there with the problem of getting called 24/7 as the top thing that tradespeople were mad about. 90% had experienced customers owing them money for six months or more. What a surprise.

The impact

The impact of a cowboy customer can be serious, and it’s not just wasted time. Certainly, if customers refuse to pay or shortchange you, that’s bad enough. But there can be quite a psychological impact too. Confrontations with customers can be mentally draining and can take the whole joy out of work. That’s why it’s best to try and head them off before you even start working for them. This article suggests a few ideas to help.

Spotting the cowboys

The best way to deal with a cowboy customer is not to take on work with them in the first place. But how to spot them?

Complaining about a previous tradesman is one red flag. Now let’s be honest, a lot of tradespeople enjoy rubbishing the work of others – we can all think that we’re the best in the business. However, there is more than one explanation of why things have gone sour. These include the customer not paying, the customer changing the spec and the tradesperson asking to increase the price in line with increased work and causing offence. Of course, the previous tradesman might be at fault, so let’s call this a “provisional” red flag.

The procrastinators

Customers who change their mind or won’t make a timely decision are a total nightmare. Even when they are willing to pay more, it causes havoc. Apart from the demotivation of re-doing work, it delays your schedule and may mean letting down the next customer or having to work the weekend. Either way, it’s very disruptive. Worst of all is when they try to blame you for the consequences.

Price, price, price

Cheap customers are another problem. Trying to keep costs under control is one thing but trying to use the cheapest materials and squeezing you hard on the price is a real red flag.

But also use common sense. Once I was buying a bunch of torches for a kid’s party – they were only going to be used once, I didn’t have a need for ten torches in everyday life. I told the shopkeeper that I wanted their cheapest torches. He told me “What you ask for, that’s what you are”. In other words, he was telling me I was cheap. I remember that insult all these years later.

So, negotiating on price is one thing, but pushing it too hard and trying to tell you to use inferior products is the sign to walk away. Remember, if it all goes wrong, they will be the last person to blame themselves.

Picky, picky, picky

Some customers can be very detail-oriented and sometimes very knowledgeable about the work. This can be helpful if they are clear on what they want and what standards they expect. That way you can all be on the same page. However, if their standard is impractical perfection, or they want to interfere continuously, it’s probably a sign to consider looking elsewhere.

Don’t work in a pigsty

Finally, there are the conditions in which you may have to work. Dangerous animals or working conditions, unsanitary spaces and constant interruption from families, however it happens, are all unreasonable.

Will they pay up?

Of course, the worst possible customers are those who simply refuse to pay. If they are a new customer that you haven’t worked for and nor have your friends, then ask for an upfront deposit, at least for materials. Any hesitation on their side should ring alarm bells.

I have discovered from many years in business life that if people know that they are ultimately going to lose a dispute with you, a dispute is much less likely to happen.  That’s why having terms and conditions agreed in writing, text, online or by email is so helpful. A system like Powered Now can help here, as can other similar Job Management systems. If you don’t have a paper trail it can be very hard to win any subsequent legal battle.

Your terms should also include something like “If problems arise that could not have reasonably been foreseen, there will be an additional charge”. And if there are any changes to the job at all, make sure that these are agreed with the customer at least by email. A great audit trail is the first step in heading off trouble.

I hope some of the ideas here are useful. My recommendation is that it’s worth giving the problem of cowboy customers some considerable thought, if only for your own sanity.

Find out more at: www.powerednow.com