Mrs. Holt was an elderly customer of Fairclough and Langton when the firm was on its downers for having lost £3,000 plus profits on a hotel job when the latter's developers went bust. Len Fairclough and Ray Langton decided desperate measures were needed and planned to undertake emergency call-out work with high call-out charges to cover their losses. Mrs. Holt was their first customer, asking them to come out to fix a blocked toilet. Len easily completed the work but couldn't bring himself to charge the pensioner the intended £30. He told her that some firms were cowboys who would rip her off and subsequently only charged the nervous woman an extra pound on top of the usual £4 sum. Relieved, Mrs. Holt said that was more than reasonable and that she'd liked Len's face as soon as she'd seen him!