How to handle a customer who changes their mind mid-job

A calm, written way to handle mid-job changes without eating the cost.

Pause and listen. Let the customer finish. Repeat the change back so you both agree on what is new.
Separate the change from the original scope. Look at the signed scope and note what is already done and what would be redone.
Price the change before doing it. Tell the customer the added cost and any added time, in plain numbers.
Put it in writing. Send a short change order and wait for a yes by text, email or signature.
Update the schedule and materials. Order any new parts and tell the crew what changed so nobody works from the old plan.
Note it in the job record. Keep the date, the request and the approval together in case of a later dispute.

Common questions

That is your call. If you do, write it down as a courtesy so it is not assumed on the next change.

Go back to the signed scope. Offer to finish the original work and quote the change separately.

General information, not legal or financial advice. Verify with your attorney or accountant.

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