You've probably experienced it. Someone comes to fix the tap and suddenly you "need" new bathroom fixtures, there's "essential" work on the boiler, and that cupboard door "really should be replaced."
I don't do this. Here's why.
What Upselling Looks Like
The Pattern
- You call for one thing
- Tradesperson arrives
- Original work done (or started)
- "While I'm here, you really should..."
- List of additional work presented
- Pressure to agree on the spot
- Bill is 3x what you expected
Common Upsell Tactics
"This is dangerous" Making normal wear sound urgent.
"While I'm here" Adding work under time pressure.
"I've seen this go wrong" Vague fear-based selling.
"It'll cost more if you wait" Creating false urgency.
"Everyone gets this done" Social proof pressure.
Why I Don't Do It
It's Short-Term Thinking
Upsell approach:
- Bigger bill today
- Customer feels taken advantage of
- They don't call back
- They warn their friends
- Need constant new customers
My approach:
- Fair bill today
- Customer feels respected
- They call back
- They recommend me
- Repeat business builds
The Maths Works Out
Upseller:
- Gets £300 from one customer
- Never sees them again
- Needs to find 50 new customers a year
Non-upseller:
- Gets £100 from one customer
- Gets £100 from them again
- Gets £100 from their friend
- Gets £100 from their neighbour
- Same money, better relationships
It's Just Honest
If something genuinely needs doing, I'll mention it. But:
- I'll explain why (properly)
- I won't pressure you
- I'll let you think about it
- I'll still do just the original job happily
What I Actually Do
Mention Things That Matter
If I see something genuinely concerning:
- A trip hazard
- A potential leak
- An actual safety issue
I'll point it out. Once. Briefly. And move on.
Don't Mention Minor Things
If I see something that's:
- Cosmetic only
- Not urgent
- Just "could be improved"
I leave it alone unless you ask.
Answer Questions Honestly
If you ask "should I get X done?":
- If yes: I'll say yes and why
- If no: I'll say no
- If it's optional: I'll say "up to you"
No one should need a psychology degree to interpret tradesperson answers.
How to Spot Upselling
Red Flags
Pressure language:
- "You really need to..."
- "I can't leave without..."
- "This could happen any day..."
Vague risks:
- "I've seen this go wrong"
- "You don't want to know what happens if..."
- No specific explanation
On-the-spot demands:
- "I need to know now"
- "I've got the materials in the van"
- "Won't be in the area again for months"
Suddenly finding problems:
- Multiple issues discovered during simple job
- Problems only the tradesperson can see
- No evidence shown
Good Signs
Calm explanation:
- "This isn't urgent, but something to think about"
- "Here's what I noticed - call me if you want to discuss"
- "This is fine for now"
Evidence:
- Shows you the problem
- Explains what they're seeing
- Lets you make the decision
No pressure:
- Happy to just do original job
- Doesn't seem disappointed
- Treats you like an adult
What If Something IS Needed?
How I Handle Genuine Issues
I explain clearly:
- What the issue is
- Why it matters
- What the options are
- What urgency level (actually)
I give you space:
- "Think about it"
- "Let me know when you're ready"
- "Get another opinion if you want"
I don't leverage the moment:
- I'm not going to pretend I won't be available later
- I'm not going to add pressure
- Your decision is your decision
Example
Scene: I come to hang a picture. Notice the bathroom tap is dripping.
Bad response: "That tap needs replacing immediately - while I'm here I can do it for £150. If you wait, it'll cause water damage and cost thousands."
My response: "I noticed your bathroom tap's dripping. Not urgent, but if you want it looked at sometime, let me know."
Then I hang the picture and leave.
The Trust Equation
Why This Matters to You
When I don't push unnecessary work:
- You can trust my recommendations
- When I say something matters, it actually does
- You're not on guard during every visit
- You call when you actually need something
Why This Matters to Me
When I don't push unnecessary work:
- You tell your friends about me
- You call me again
- I don't feel like a salesperson
- I actually enjoy the work
The Long Game
What I'm Building
Not a transaction. A relationship.
When you move house, I want you to recommend me to the buyer. When your friend needs work, I want your name on their lips. When you have a problem in 5 years, I want you to call me first.
That doesn't happen by squeezing maximum money from every visit. It happens by being fair, honest, and worth calling back.
Looking for honest handyman work? I quote what's needed, do what's agreed, and don't create problems to solve them. Call 01392 964094 or get a quote.
Sam Hembury
Sam is the founder of Hembury Contracting, providing professional handyman services across Exeter and Devon. With years of experience in property maintenance, he shares practical tips to help homeowners tackle common tasks.