CLC Client Relations & Change Orders 2

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?

Accepted Answer

Obtained a written change order signed by the homeowner before starting the work

Answer

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?

Accepted Answer

A description of work scope, materials, and impact on the project schedule

Answer

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?

Accepted Answer

Explain that all scope changes require documentation regardless of size

Answer

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?

Accepted Answer

Listen actively, acknowledge their concern, then explain how the cost arose using the change order

Answer

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?

Accepted Answer

Inform the client the change cannot be made as requested due to code requirements

Answer

A lead carpenter must refuse any change that violates building codes and clearly explain why the requested modification cannot be performed.

(CLC) Certified Lead Carpenter Practice Test