CLC Client Relations & Change Orders 2 — Questions and Answers
Question 1: A homeowner verbally approves additional work during a job site visit but later denies agreeing to it. What should the lead carpenter have done?
- Proceeded based on the verbal approval since a witness was present
- Obtained a written change order signed by the homeowner before starting the work (Correct answer)
- Called the office to report the verbal agreement and continued working
- Sent a follow-up email after completing the work to document the approval
Correct answer: Obtained a written change order signed by the homeowner before starting the work
A signed written change order is required before starting any additional work to protect both parties and ensure clear agreement on scope and cost.
Question 2: When presenting a change order to a client, what should always be included in addition to the price?
- The contractor's profit margin on the change
- A description of work scope, materials, and impact on the project schedule (Correct answer)
- The names of the crew members who will perform the work
- A comparison to what competitors would charge for the same work
Correct answer: A description of work scope, materials, and impact on the project schedule
A complete change order includes scope of work, materials, cost, and any schedule impact so the client can make a fully informed decision.
Question 3: A client asks you to skip a change order for a small $150 addition because 'it's not worth the paperwork.' What is the best response?
- Agree, since small amounts rarely cause disputes
- Complete the work and add it to the final invoice
- Explain that all scope changes require documentation regardless of size (Correct answer)
- Ask your supervisor to make the call
Correct answer: Explain that all scope changes require documentation regardless of size
All scope changes, regardless of dollar amount, should be documented to prevent misunderstandings and protect the contractor's interests.
Question 4: Which communication method is most effective when a client becomes upset about unexpected costs?
- Send a detailed written explanation and avoid further discussion until they calm down
- Listen actively, acknowledge their concern, then explain how the cost arose using the change order (Correct answer)
- Remind them that the contract requires payment for all approved changes
- Offer a discount to resolve the dispute quickly
Correct answer: Listen actively, acknowledge their concern, then explain how the cost arose using the change order
Active listening and acknowledgment de-escalate tension before presenting the factual explanation referenced in signed documentation.
Question 5: A client requests a change that would conflict with local building code. What should the lead carpenter do?
- Complete the change since the client bears liability for their own home
- Inform the client the change cannot be made as requested due to code requirements (Correct answer)
- Complete the work and note the code conflict in the change order
- Refer the decision entirely to the building inspector
Correct answer: Inform the client the change cannot be made as requested due to code requirements
A lead carpenter must refuse any change that violates building codes and clearly explain why the requested modification cannot be performed.
Question 6: What is the primary purpose of a change order log maintained by the lead carpenter?
- To track subcontractor billing for additional work
- To provide a running record of all approved scope changes, costs, and signatures (Correct answer)
- To document client complaints for dispute resolution
- To calculate bonuses for crew members who complete extra work
Correct answer: To provide a running record of all approved scope changes, costs, and signatures
A change order log gives the lead carpenter an organized record of every modification to verify approvals and reconcile the final invoice.
Question 7: A change order increases the project completion date by one week. Who is responsible for communicating this schedule impact to the client?
- The project estimator who priced the change
- The lead carpenter managing the job site (Correct answer)
- The subcontractor performing the additional work
- The office administrator processing the change order paperwork
Correct answer: The lead carpenter managing the job site
The lead carpenter is the primary client contact on site and is responsible for communicating all schedule impacts arising from approved changes.
CLC Client Relations & Change Orders 2
A homeowner verbally approves additional work during a job site visit but later denies agreeing to it.
What should the lead carpenter have done?