Fix callbacks free when the problem is caused by your workmanship or materials you supplied, and charge when the issue is new, caused by misuse or outside the scope you were hired for. Write the policy down so every customer gets the same answer.
Why a written policy
It sets expectations and ends arguments. Include it on quotes and invoices. Check your state, since some regulate minimum warranty terms on certain work.
When to fix it free
- Your work failed within the warranty period due to workmanship.
- A part you supplied failed prematurely (then claim from the manufacturer).
When to charge
- Damage from misuse, accidents or later changes by someone else.
- New problems unrelated to your work.
- Customer-supplied materials.
The gray area
When it is unclear, consider the relationship value. Sometimes a courtesy fix beats an argument. Cap how often you do it.
Track callbacks
Record each callback and its cause. Repeats show training or process issues. See CRM job history.
The business case
Standing behind your work builds reviews and referrals. See handling difficult customers.
FAQ
How long should a handyman warranty last?
Choose a period you can stand behind and put it in writing. Check whether your state sets a minimum.
Do I fix callbacks for free?
If it is your workmanship, generally yes. If it is a new issue, charge.
Should I warranty customer-supplied materials?
Usually you can warranty your labor but not the materials; say so in the quote.
How do I document callbacks?
Log the date, issue and cause on the customer's job record.