Had to redo a whole basement job because the homeowner changed his mind after I finished

I wrapped up a new build basement in Lancaster last Friday, four drops all run neat and tidy through the joists. Monday morning he calls me and says he wants the TV outlet moved from the south wall to the north wall, plus wants an extra data line in the office. So I spent Tuesday pulling out all my work and starting fresh, which added about four hours to a job I already priced tight. To top it off, he watched me the whole time and kept asking if I could "just hide it better" every five minutes. Has anyone else dealt with customers who change the plan after you button everything up? How do you handle the extra time without eating the cost?

3 comments

3 Comments

jamiew5320d ago

MAN that is frustrating! I've been there too and it drives me CRAZY when they wait until you're done to change everything. The worst part is when they hover over you making suggestions the whole time you're fixing THEIR mistake. What I do now is have a firm policy that any changes after I start closing things up cost extra. I tell them upfront that a change order costs $50 just to look at the new plan plus time and materials. It sounds harsh but it filters out the people who will waste your time. Also get everything in writing before you start, even if it's just a text message saying "confirming the TV goes on the south wall" so they can't say you misheard later. Some guys will eat the cost to keep the customer happy, but I say that just encourages them to do it again on the next job.

grace_wright20d ago

Oh man, you nailed it with that hover thing. They literally stand right behind you breathing down your neck like you're the one who messed up, and I'm just standing there with my tools like "ma'am this was YOUR drawing." I started doing the texting confirmation thing after a lady swore up and down she told me to put the outlet behind her nightstand (she definitely did not) and I had to eat the cost of moving it. That $50 fee idea is smart though, I might have to steal that one.

kelly_craig20d ago

Is it just me or does this "change things at the last minute" behavior show up everywhere, not just in contracting? I see it with friends who flip between three dinner options before finally ordering, or family members who reorganize the kitchen mid-meal prep. Seems like some people just can't commit until they see the thing actually happening, and we end up paying for their indecision one way or another.