That feeling when you arrive on site and the client says, "Oh, the problem fixed itself about an hour ago." I still have to charge for the callout, and now I feel like the bad guy.

Field Service Insights & Best Practices
1

This isn’t the first time it happened. Spent nearly an hour driving to a client, juggling my schedule just to hear that everything’s fine now.

It’s tough to justify charging for the visit when it feels like I’m the one causing the inconvenience.

2

Same thing happened to me last month with a server issue. Client called panicking, I dropped everything, drove across town. Problem magically disappeared.

Here’s what I learned:

  • Set expectations early - mention callout fees when they book
  • Frame it differently - you’re charging for availability, not just fixing
  • Bill confidently - don’t apologize for your policies

If their car broke down and AAA showed up right when it started working again, they’d still pay the service fee. Your time has value whether you turn a wrench or not.

Some clients will grumble but most get it when you explain it matter of factly.

3

I switched to calling it a “diagnostic fee” on my invoices instead of “callout fee.” Way less awkward.

You still diagnosed something when everything works - you proved their system’s fine. That’s worth something.

Had a client with a “broken” printer that kept jamming. Spent 20 minutes testing everything, couldn’t replicate it. Turns out they’re using wrong paper size. Still charged my minimum since I found the actual problem.

The awkward feeling fades once you’ve been through this a few times. You’re running a business, not doing charity work.

4

You drove there, spent your time, and rearranged your schedule. That’s worth something even if you didn’t touch anything.

I tell clients upfront that callout fees cover diagnosis time, not just repairs. Most get it when you explain it like that.

5

Charge the fee and don’t overthink it. You blocked time, drove out there, and showed up ready to work. That costs money.

Tell clients upfront there’s a minimum charge just for showing up - whether you fix it or not, you get paid. I learned this after way too many free trips.

This video explains how to set proper expectations:

Quit feeling guilty about charging for your time. Your truck doesn’t run on good intentions.

6

Yeah happens all the time but still gotta charge.