Customer Handling~14 min

Refusal of Service Protocol

Purpose

Defines when and how Spartan Plumbing may decline to provide service to a customer.

When a situation arises where providing service is inappropriate, unsafe, or outside Spartan's scope.

Safety hazard: The job site is unsafe and the customer refuses to remediate (e.g., structural damage, hazardous conditions).

Threatening behavior: Customer is verbally abusive, threatening, or making employees feel unsafe.

Outside service area: Address is beyond Spartan's coverage zone.

Service not offered: The request is for a service Spartan doesn't provide (see list below).

Illegal work requested: Customer asks for work that violates code or requires skipping permits.

No authorization: Rental property and tenant can't provide proof of owner authorization.

Previous non-payment: Customer has outstanding unpaid invoices from prior work.

Unreasonable conditions: Customer demands that would compromise work quality or safety.

Flooring repair or replacement
General contracting (beyond plumbing scope)
Slab leak detection (refer to specialty company)
Installation of customer-supplied items (except new-in-box faucets and toilets with complete hardware)
Direct billing to home warranty or insurance companies
Commercial projects (except existing accounts)

Be direct but polite: "Unfortunately, this isn't something we're able to help with."

Give a brief reason: "This falls outside our service area" or "We don't offer that particular service."

Offer an alternative when possible: "I'd recommend calling [referral company] — they specialize in this."

Don't argue or justify at length. A simple, professional decline is sufficient.

Log the refusal in ServiceTitan with the reason.

If you feel unsafe on a job site, you are authorized to leave immediately. Your safety comes first.

Notify your manager immediately.

Document the situation in ServiceTitan.

Don't return without manager review and approval.

Declining service is always a last resort. Explore alternatives first.
Never decline service based on a customer's race, gender, religion, disability, or any protected class.
A professional refusal protects Spartan's reputation better than a messy job or unsafe situation.
If you're unsure whether to decline, call your manager before making the decision.