8 Pro Tips for Handling Change Orders
Professionals share advice for managing customer change requests before and after work has begun
When homeowners change their mind about a design feature late into a project — for example, after plans have been finalized, contracts are signed and builders have broken ground — things are bound to get complicated. Sometimes you might have to deal with a domino effect of issues and complete extra work such as drafting new plans, reconfiguring the budget, managing supply logistics and educating clients about how the project timeline and cost will be affected.
Here, designers and contractors share their best advice for processing change orders and implementing major last-minute requests from customers. Take a look at these eight tips, then in the Comments tell us how you negotiate change orders with clients and team members.
Here, designers and contractors share their best advice for processing change orders and implementing major last-minute requests from customers. Take a look at these eight tips, then in the Comments tell us how you negotiate change orders with clients and team members.
Sometimes clients may request a design element that’s not the best fit for their home. “We have had a few times where clients came with an idea that didn’t fit with the overall design, in which case we reminded them that they hired us for a reason and to trust the vision we have designed together,” McNeil says.
If the client insists on making changes, pros say, try to find the best way to make it happen. If you don’t, things could backfire. “I would never push a client to move forward with something they aren’t happy with,” says James M. Drzewiecki, owner and principal landscape designer of Ginkgo Leaf Studio. “This will just lead to issues down the road when the project is complete.”
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If the client insists on making changes, pros say, try to find the best way to make it happen. If you don’t, things could backfire. “I would never push a client to move forward with something they aren’t happy with,” says James M. Drzewiecki, owner and principal landscape designer of Ginkgo Leaf Studio. “This will just lead to issues down the road when the project is complete.”
Pros Share How They Help Clients Select the Right Materials
2. Help Customers Make Confident Decisions During the Design Phase
Machi Medrzycki, general contractor and owner of MLM, says it’s best to spend time during the preconstruction phase — before plans are approved and contracts are signed — to fully understand the homeowners’ needs.
It can be a good idea to show clients a range of options that are tailored to their wants and needs to help them make confident choices and feel more settled in their decisions. However, if there’s an ounce of uncertainty, let them know that the design phase is the best time to change their mind.
“If it’s before the contract is signed, we tend to be much more flexible and understanding,” says Ron Cohen, co-owner of Pearl Remodeling. “Every successful project starts with a good plan [and] design.”
Cohen encourages his customers to vocalize any doubts about the design before plans are submitted to the city and ground is broken.
Machi Medrzycki, general contractor and owner of MLM, says it’s best to spend time during the preconstruction phase — before plans are approved and contracts are signed — to fully understand the homeowners’ needs.
It can be a good idea to show clients a range of options that are tailored to their wants and needs to help them make confident choices and feel more settled in their decisions. However, if there’s an ounce of uncertainty, let them know that the design phase is the best time to change their mind.
“If it’s before the contract is signed, we tend to be much more flexible and understanding,” says Ron Cohen, co-owner of Pearl Remodeling. “Every successful project starts with a good plan [and] design.”
Cohen encourages his customers to vocalize any doubts about the design before plans are submitted to the city and ground is broken.
3. Try Not to Stress When Clients Decide to Make Last-Minute Changes
Making a significant modification to a design plan can cause a domino effect of issues that can affect everyone involved. And sometimes they can bring a project to a halt because designers and contractors might have to draft new plans, reschedule labor services and deal with potential delays due to the current supply chain environment.
“Managing changes is the most challenging part of any project,” says Conlan Segerson, project manager at Segerson Builders. “Change orders are time-consuming, costly, inefficient and very consequential to the timeline of the project. Changes affect not only the builder and homeowner but also subcontractors and suppliers.”
Try to stay on an even keel when these problems arise. “Managing changes can be difficult and stressful, but the best approach is to take a deep breath and tackle each change one step at a time,” Segerson says.
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Making a significant modification to a design plan can cause a domino effect of issues that can affect everyone involved. And sometimes they can bring a project to a halt because designers and contractors might have to draft new plans, reschedule labor services and deal with potential delays due to the current supply chain environment.
“Managing changes is the most challenging part of any project,” says Conlan Segerson, project manager at Segerson Builders. “Change orders are time-consuming, costly, inefficient and very consequential to the timeline of the project. Changes affect not only the builder and homeowner but also subcontractors and suppliers.”
Try to stay on an even keel when these problems arise. “Managing changes can be difficult and stressful, but the best approach is to take a deep breath and tackle each change one step at a time,” Segerson says.
5 Ways to Keep Projects on Schedule During a Supply Chain Crisis
4. Be Adaptable and Flexible, Within Reason
“People change their minds all the time,” says Shawn Griffith, general contractor at Pillar Construction & Remodel. Griffith’s team embraces the fact that clients will want to make changes at some point during a project.
Being adaptable to changing conditions can help you manage projects better. “We don’t like change orders just because we don’t like surprises, but in our line of business change orders are almost inevitable, especially with large projects,” Cohen says. And sometimes change orders are needed to address unforeseen issues with a home’s existing structure or design.
While altering the design at the eleventh hour can create extra work for you, it can also affect the clients. Consider educating them on your change order policies so they understand what’s at stake.
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“People change their minds all the time,” says Shawn Griffith, general contractor at Pillar Construction & Remodel. Griffith’s team embraces the fact that clients will want to make changes at some point during a project.
Being adaptable to changing conditions can help you manage projects better. “We don’t like change orders just because we don’t like surprises, but in our line of business change orders are almost inevitable, especially with large projects,” Cohen says. And sometimes change orders are needed to address unforeseen issues with a home’s existing structure or design.
While altering the design at the eleventh hour can create extra work for you, it can also affect the clients. Consider educating them on your change order policies so they understand what’s at stake.
5 Ways to Prepare First-Time Remodelers Before Work Begins
5. Make Sure Homeowners Understand Your Policies
Every home professional has their own way of managing change orders. It can be helpful for clients to know your specific policies so they can set realistic expectations and be prepared for any hurdles that arise when making changes at the last minute.
Every home professional has their own way of managing change orders. It can be helpful for clients to know your specific policies so they can set realistic expectations and be prepared for any hurdles that arise when making changes at the last minute.
6. Explain to Clients How Making Changes Can Affect the Project Timeline and Budget
When homeowners want to incorporate their new ideas after the project has begun, it might be time to give them a reality check. Try not to sugarcoat the issues and let them know how their simple change of heart can significantly raise project costs, or lower them, and create serious delays. “Open communication and transparency are key here,” McNeil says.
“Once the [client’s request to make a] change is fully understood and priced [by our team], it is then presented to the client for their review,” Segerson says. “It’s critically important that the change is fully researched and clearly explained to the client so they can make an educated decision.”
How to Deal With Clients’ Top Budgeting Challenges
When homeowners want to incorporate their new ideas after the project has begun, it might be time to give them a reality check. Try not to sugarcoat the issues and let them know how their simple change of heart can significantly raise project costs, or lower them, and create serious delays. “Open communication and transparency are key here,” McNeil says.
“Once the [client’s request to make a] change is fully understood and priced [by our team], it is then presented to the client for their review,” Segerson says. “It’s critically important that the change is fully researched and clearly explained to the client so they can make an educated decision.”
How to Deal With Clients’ Top Budgeting Challenges
7. Communicate Closely With Your Project Team
It’s important to stay in close contact with other pros, especially when a project becomes complicated by change orders. “In this case, we set up a meeting with the entire team to go over the agreement on what’s included and what’s not,” Dagan says. “When we have everyone on board internally, we bring the client in for a meeting and start a negotiation and see how we can work it out.”
Make sure all project stakeholders are on the same page before proceeding. “We use project management software that allows us to provide details on price breakdowns [including labor and materials] before any additional work is done,” Medrzycki says. “[This] saves lots of frustration and manages the trust between homeowner and contractor.”
Houzz Pro software has robust project management tools that can help you stay organized with clients and teams and manage every aspect of your project.
New to Tech? Here’s an Easy Way In
It’s important to stay in close contact with other pros, especially when a project becomes complicated by change orders. “In this case, we set up a meeting with the entire team to go over the agreement on what’s included and what’s not,” Dagan says. “When we have everyone on board internally, we bring the client in for a meeting and start a negotiation and see how we can work it out.”
Make sure all project stakeholders are on the same page before proceeding. “We use project management software that allows us to provide details on price breakdowns [including labor and materials] before any additional work is done,” Medrzycki says. “[This] saves lots of frustration and manages the trust between homeowner and contractor.”
Houzz Pro software has robust project management tools that can help you stay organized with clients and teams and manage every aspect of your project.
New to Tech? Here’s an Easy Way In
8. Meet With Clients When They’re Indecisive
If homeowners are requesting too many additional changes after previous change orders, it might be best to schedule a meeting with them to sort things out.
“If changes happen more than once and if they are big changes, we have a talk with the clients to figure out why the changes keep happening,” McNeil says. “Are they unhappy with the design? Do they feel they didn’t see enough options before making a decision? Other influences? If the changes are something that can be done in a second phase, like adding on a space, then usually we take this approach if the project is further along. This way we can stay focused on the original scope of work and give it the attention to detail it deserves.”
Your turn: Share your tips for managing homeowners’ change requests in the Comments.
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If homeowners are requesting too many additional changes after previous change orders, it might be best to schedule a meeting with them to sort things out.
“If changes happen more than once and if they are big changes, we have a talk with the clients to figure out why the changes keep happening,” McNeil says. “Are they unhappy with the design? Do they feel they didn’t see enough options before making a decision? Other influences? If the changes are something that can be done in a second phase, like adding on a space, then usually we take this approach if the project is further along. This way we can stay focused on the original scope of work and give it the attention to detail it deserves.”
Your turn: Share your tips for managing homeowners’ change requests in the Comments.
More for Pros on Houzz
Read more stories for pros
Learn about Houzz Pro software
Talk with your peers in pro-to-pro discussions
Join the Houzz Trade Program
“The moment you decide to build a business, you should know that your clients’ needs will always come first,” says Oren Dagan, CEO of SOD Home Group. It can be helpful to remember that the homeowner is the most important stakeholder in the project. And what they say matters.
When clients want to go in a different direction, try to listen to their thoughts and ideas closely, then ask them why. “Typically, clients’ changes are valid and anything they bring to the table is seriously considered,” interior designer Jade McNeil says. “We want our clients to feel heard and understood.”
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