CLC Client Relations & Change Orders 3 — Questions and Answers
Question 1: A client insists on selecting a material that the lead carpenter knows will not perform well in the application. What is the correct approach?
- Use the material since the client is paying and bears the risk
- Refuse the work entirely to avoid association with a poor outcome
- Document the client's informed decision in writing and proceed if legally permissible (Correct answer)
- Substitute a better material without informing the client
Correct answer: Document the client's informed decision in writing and proceed if legally permissible
After clearly advising the client of performance risks, obtain written acknowledgment of their decision before proceeding to protect the contractor from future liability.
Question 2: Which scenario most appropriately triggers a change order rather than being absorbed into the original contract?
- A nail pop that needs to be set during finish work
- Discovery of rotted framing behind a wall that was not visible during estimating (Correct answer)
- Cleanup of construction debris at the end of each workday
- A minor adjustment to door swing direction noted during framing
Correct answer: Discovery of rotted framing behind a wall that was not visible during estimating
Hidden conditions like rotted framing that could not be reasonably discovered during estimating constitute unforeseen work that justifies a change order.
Question 3: How should a lead carpenter handle a situation where a client is consistently unavailable to sign change orders, delaying the project?
- Proceed without signatures to keep the project on schedule
- Stop all change-order related work and notify the client and company in writing (Correct answer)
- Have a crew member sign on the client's behalf
- Continue working and collect all signatures at project completion
Correct answer: Stop all change-order related work and notify the client and company in writing
Work covered by an unsigned change order must be paused, and the situation must be documented in writing to protect the company from doing uncompensated work.
Question 4: A client approves a change order but later claims the price was too high and demands a reduction. What is the lead carpenter's best response?
- Negotiate a compromise to preserve the client relationship
- Refer to the signed change order and explain the pricing was agreed upon before work began (Correct answer)
- Offer a discount on the next phase of the project
- Escalate immediately to an attorney
Correct answer: Refer to the signed change order and explain the pricing was agreed upon before work began
A signed change order is a binding agreement; the lead carpenter should calmly reference the document and the client's prior approval of the price.
Question 5: What is the most professional way to handle a client who regularly stops work with questions and informal requests during the workday?
- Allow unlimited interruptions to maintain client satisfaction
- Schedule a daily brief check-in at a set time to address all questions and requests at once (Correct answer)
- Instruct crew members to ignore the client during working hours
- Submit a change order each time the client interrupts
Correct answer: Schedule a daily brief check-in at a set time to address all questions and requests at once
A scheduled daily check-in respects both the client's need for communication and the crew's need for uninterrupted work time.
Question 6: When must a change order be priced and signed BEFORE work begins, rather than after?
- Only when the change costs more than $500
- For all changes to the original contract scope, regardless of cost or size (Correct answer)
- Only when the change affects the critical path of the schedule
- When the client specifically requests advance pricing
Correct answer: For all changes to the original contract scope, regardless of cost or size
Industry best practice and most contracts require that all scope changes be priced, documented, and signed before any additional work commences.
Question 7: A subcontractor on your job completes additional work at a client's request without notifying the lead carpenter. What should the lead carpenter do?
- Approve the subcontractor's invoice since the client requested the work
- Issue a retroactive change order, counsel the subcontractor on proper protocol, and inform the client of the process (Correct answer)
- Require the client to pay the subcontractor directly for unauthorized additions
- Deny the additional work ever occurred since there is no documentation
Correct answer: Issue a retroactive change order, counsel the subcontractor on proper protocol, and inform the client of the process
The lead carpenter must document the unauthorized work with a retroactive change order, correct the process breakdown, and ensure this does not recur.
CLC Client Relations & Change Orders 3
A client insists on selecting a material that the lead carpenter knows will not perform well in the application.
What is the correct approach?