What happens when you’ve already started a project and your client starts asking for more than what you guys agreed on originally?
Where do you draw the line? In your experience, what is the best way to deal with this type of situation?
I refer them to the original contract that was signed by them. I let them know that the additional items were not included with my original bid. I then let them know how much the addtional work would cost them and ask them if they would like to add it on to the bid. Sometimes if it is a small change there is no addtional cost.
We Refer back to the original signed contract agreement and see what was and was not included. If they want to add something that was not in the original contract, we have a change order request form and we have the customer fill it out and pay the difference.
Change orders are imperative in most of these cases. It can save the conctractor big time in dealing with discrepencies in the work. If it’s documented and signed by the owner/agent and contractor, you’re covered by the board (in a perfect world).
But in some cases when a customer only wants minor changes, specifically in the specialty trades like the one I’m in, it’s nice to appease the customer without drawing a firm line. If I’m on the job, have the materials needed, and it’s nothing structural only cosmetic, I’ll typically add something extra so the customer feels like they got a little more. I do however have a provision in my contract that once the customer signs the work release form and still calls me back for “bonus work”, it’s an additional charge.
Change orders are key! Dont proceed until the change order is agreed upon and signed by the client, otherwise you are setting yourself up for doing extra work that you dont get paid for no matter how the contract reads! We even get signed change orders on line items we may even be giving the client free of charge and when a change order comes up that is an extra charge, we are not shy to remind the client of the change orders the already recieved for free! Hope this helps!
Remember that they are your customer and you want to do everything in your power to make them happy. Refer back to the original contract and let them know they can get the extras they want and give them a quote for those extras.
I make sure the customer is aware of the different options and increases in cost. If an agreement is reached then I would write up a change order, which we both sign, and would finish the job, along with the additional work, to the customer’s satisfaction.
I try to be very specific in the original agreement and go over the entire contract, line by line. I have been known to budget a small amount into the original contract and point out that if this buffer is not used, it will be removed from the final bill. I always want to point out that while the customer is in charge and changes are their decision, they must be documented and agreed to by both parties.
This happens to me alot and when it happens I listen to what the customer wants and if it is a small request and won t cost me any additional cost in materials and not too much aditional time I go ahead and include it into the job, I want to keep a customer for future jobs and references, If the request is a major change then I will refer them to the origional contract which states that any additional work requested other than what was aggreed upon will be done with an aditional change order, at an aditional charge. which will basicly only cover my time and material. I always let the customer know that even though I have to charge them extra it is at a time and material coast with no proffit to me. Everyone wins.
I do a lot of my work with friends and family and I try to keep everyone happy which can be difficult at times.
Make sure you get everything in writing. Give them a change order to show cost of what they are getting. I have in the past finished jobs and found that my crew made there pay check but there is nothing left for me. Depends on the time it takes. Give them ten min. But don’t lose the money that puts food on your table.
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A well written Proposal and Scope of Work will detail all information needed for the completion of the project. Materials, labor, how it shall proceed and what is included as part of the package. I stress more than once in my proposal, that everything in writing is included in the project, nothing is implied. Also I ask if the client has questions or does not clearly understand the proposal it is best to discuss any issues they may have prior to signing the agreement. After that, unless it is a very minor change, everything is handled with a written change order that must be first approved by the client prior to completion of any work. Everything is upfront and the clients do not feel as if they are not receiving what they felt was part of the job.
Hi, we have dealt with this scenario several times. Most importantly is to not verbally agree to do any extra work. Have a kind conversation with your customer and point out what work is covered under your contract. Make sure they know that anything that goes beyond that will be addressed as a change order. If you agree to do small things at no additional cost, the small things will add up and before you know it you will out $500.00.
Sometimes they agree, sometimes they don’t. It’s important to remain professional and courteous.
when you comre across a client who always wants more than what he and I agreed on. we sit down and have a conversation about what we are trying to build and what the changes are to affect the budget that we have agreed on. after disscussing what the cost of the changes will have we have to agreed on a new time line and cost of extra work. we will then move forward only if we both agree on the new terms. some times the change is minor and doesn’t really affect the budget or time that much and can be over looked.
Depending on the size and time of the project I can include it in the orginial cost. If it is a drastic change then we complete a change order discuss the additional fees associated with the changes requested and if all agreed upon include this with the proposal so that we have documentation on both parties as to what is changed or added to a project. (Change order should be completed whether the project is too small to charge additional fees as well), This provides the proper documentation to both parties to have on file if needed.
If the customer wants anything more from the agreed upon scope of work, we will simply write an addendum and attach it to the original contract. Most of the customers are understanding and once they see how beautiful your work is and how professional your team is, they never want you to leave their home.
Review the contract documents with your client, look at all inclusions and exclusions, issue a change order. If you want to do an item as curtesy, please indicate that to your client up front, other wise clients would want to get more things done for free.
I get that in 80% of the project i do. If it’s a small request i usually end up charging them only for the materials and i make sure they know it wasn’t included in my detailed proposal. My contract have the fine print that the price is only for the work as mentioned and that any additional work shall be done for an additional cost and only with a change order. Most of the time they are good with it especially since they notice that i’m not into nickle and diming them like a lot of other contractors do.
We use change orders and have the customer sign off on the additional work. Prices are discussed and there is no difficult topics when the final bill is presented.
That comes under the title of a change order, Although, It depends on what they ask for…My company’s policy is to always give more than contracted for…but that does not mean to take advantage, if a contractor agrees…I normally limit on 1% max. on larger jobs…
.Some people expect you to do something for nothing, I basically tell them, that can’t be done…reduced price, passing contractors discounts on materials, is usually how I handle the situation