That happens on about ever job I will do it most of the time until it starts getting out of hand then I tell them that if I keep doing all this extra work I’m going to have to charge you for it most of the time that will stop it but I always do give them more then what they pay for
We normally evaluate the customers request and depending on the amount of work involved, we either just take care of it or 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, our ultimate goal is to provide a great service at an affordable price, not to nickel and dime the customer.
we always sit down with the client and revisit the original contract and point out what is and is not covered in this project. We then ask the client to put into writing their request so we can use this information to see what costs and time allotments it will take to execute . We then place it in a change order form with these added costs and have them accept or deny the change. With the acceptance or denial we move forward accordingly. This seems to us to be the easiest and most professional way to address this inevitable situation.
If it is something minimal that won’t affect my bottom line, we typically just do what they need to have done. If you do more than what is in the contract, you have a happy customer for life because they feel like you went above and beyond for them. If it is something that will cost a good deal more to do and will affect my bottom line, I require a change order from them showing the increase in cost of the original contract. I never do anything extra that will cost more without a change order. I made that mistake once with a customer that I knew very well and just took her at her word that she would pay me. That there was no need to go through the extra paper work of a change order. That I could trust her. Well, once burned, once learned. Never again. Change orders are your friends!
I generally in my quote discuss if there are extras they will be billed accordingly. Discuss it with them when they bring it. If it’s something minor and isn’t going to drastically change what you’re already doing then do it free of charge. The customer will refer you to others if you are easy to work with.
If it is a minor detail and does not cost too much money, I will not charge the customer. However, if it requires extensive work and far exceeds the original contract, I will give an additional quote for the work with a substantial discount. It all comes down to reasonableness of what the customer is asking. As long as the request is not overly expensive and reasonable, I will work with the customer. Happy customers usually tell their friends about our work which leads to more referrals. Therefore, the additional work can be an investment for future jobs.
Listen to the customer and be professional. Always write a thorough contract and stick to it. A clear scope of work on the contract means less surprises for costumer and contractor. Most important if a miscommunication does arise then be professional and try to mediate it.