Client Relations & Change Orders Flashcards
7 cards from real CLC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Relations & Change Orders flashcards as text
What distinguishes a 'directive' from a standard change order in construction?
Answer: A directive authorizes work to begin immediately with pricing to be agreed upon afterward, used in time-sensitive situations
A construction directive allows urgent work to proceed when there is no time to negotiate price first, with the understanding that cost will be settled shortly after.
A client asks you to perform work that falls outside your company's license or specialty. What is the correct action?
Answer: Inform the client this work is outside your company's scope and recommend a qualified subcontractor
Performing work outside your license exposes the company to legal liability; the professional response is to refer the client to a properly licensed trade.
Which of the following best describes effective active listening during a client complaint?
Answer: Taking notes while the client speaks, then paraphrasing their concern back to them before responding
Active listening involves taking notes, paraphrasing to confirm understanding, and showing the client their concern has been heard before offering a response.
A client wants to delete a portion of the contracted scope to save money mid-project. How is this documented?
Answer: A deductive change order reducing the contract price by the removed scope value
Scope reductions (deductive change orders) must be documented in writing with the corresponding contract price reduction to avoid future disputes.
When calculating the price for a change order, which cost category is commonly forgotten by inexperienced lead carpenters?
Answer: Overhead and profit markup on the additional work
Overhead and profit must be applied to change order work just as they are to base contract work; omitting them results in the company losing money on additions.
A client calls the company owner to complain about the lead carpenter's handling of a change order. What should the lead carpenter do proactively?
Answer: Contact the owner immediately, share the signed change order documentation, and give a factual account of events
Proactively briefing the owner with documentation and a factual account demonstrates professionalism and gives the owner the information needed to support the lead carpenter's position.
What is the significance of a 'no-damages-for-delay' clause in relation to client-requested change orders?
Answer: It means the contractor cannot recover costs for delays even if the client's change orders caused them
A no-damages-for-delay clause bars the contractor from seeking additional compensation for delay costs even when the client's own change requests caused the delay.