Welcome to Home Pro Heroes

Trivia Question❓

Which classic toy accidentally inspired a generation of DIY engineers and home tinkerers because of its endless building possibilities?

Answer at the bottom of the newsletter

How to Handle DIY-Gone-Wrong Calls Professionally

Every home service pro eventually gets the call that starts with “I tried to fix it myself.” Whether it’s a leaky faucet turned pipe-burst or a botched wiring job that knocked out power to half the house, DIY disasters are surprisingly common. These calls can lead to good business, but how you handle them makes all the difference between gaining a loyal client or creating an uncomfortable experience.

When a customer admits they tried and failed, they are often feeling embarrassed or frustrated. The last thing they need is judgment or a lecture. Approaching the situation with empathy and professionalism builds trust and opens the door for future work. A calm, helpful tone reassures them that you’re not there to criticize—you’re there to help solve the problem.

It’s important to explain the solution without highlighting every mistake they made. Walk them through what you’re doing and why, especially if the issue is more complex due to their attempted repair. This adds transparency and shows that your work is grounded in experience and skill.

Pricing is another sensitive point in DIY repair follow-ups. Sometimes clients believe they saved money by doing it themselves, only to find the repair costs more than it would have originally. Being upfront and clear about your pricing while also explaining how your work will prevent future problems helps reset their expectations without confrontation.

These calls are also a great opportunity to offer preventative advice. You might suggest a service plan, seasonal inspection, or a simple checklist to help them avoid a repeat issue. Educating them in a friendly, non-salesy way turns a bad experience into a positive memory of your service.

Finally, keep in mind that people who attempt DIY repairs are often proactive and engaged homeowners. That means they could be great long-term clients once they realize the value of hiring a pro. If you respond with kindness, expertise, and integrity, you’re not just fixing a broken faucet or rewiring a light—you’re building a relationship with someone who’s likely to refer you to others.

Turning a DIY disaster into a professional win isn’t about showing off what the customer did wrong. It’s about showing them what it looks like when it’s done right—and making them glad they called.

Keep hammering away and we'll talk soon!

The Home Pro Heroes Team

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💡 Answer to Trivia Question:

LEGO. Countless kids grew up experimenting with construction, mechanics, and problem-solving with LEGO bricks, planting the seeds for DIY curiosity later in life.

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