Yeah, that example is quite reasonable, BigJohn. The way I do it, I write down my start time, then write down my finish time, round to the most favorable 15 minutes for my company, and charge them based on the hourly rate multiplied times the amount of time I spent. If they were directly quoted a time and I went over, then we can talk. Usually I end up going over because of something the customer (or more likely the customer's employees) did, but if I went over because of my own fault, they don't get charged for that time. Of course, I try my best to not quote times (with computers, god only knows what's going to happen).
Your plumber sounds like a jerk.
