Serious question, how do you handle a simple job that spirals out of control?

I was replacing a cabin air filter on a regional jet last week, a 30 minute job tops. The access panel screw stripped, and the extraction took three hours because of the tight space. On one side, you just power through and bill for the actual time. On the other, you eat the cost to keep the client happy since the initial quote was so low. What's the right call here? Has anyone else had a 'quick fix' turn into a half-day project?

4 comments

4 Comments

vera1951mo ago

Honestly, the real cost is the next job you lose because you're stuck on that one. I mean, you eat it this time, but you gotta add a line in future quotes for 'access complications' or something. Idk, maybe it's just me but that's the only way it's fair.

emeryj661mo ago

My old boss never charged for that stuff, but you're right.

patricia2624d ago

Access complications" line in future quotes. Yeah, right. Like I'd actually remember to add it. I usually just eat the cost and cry about it later.

nelson.vera1mo ago

Wait, three hours just to get one stripped screw out? That's insane. You definitely can't eat that entire cost, the client still got three hours of your labor. Bill for the actual time but explain what happened, maybe split the difference if you feel bad. Stuff like this is why I'm scared to give flat rates for anything.