How to handle an unexpected problem found during a job
Hidden problems are part of the trade. How you present them decides whether the customer trusts you.
- Stop and photograph. Take clear photos before you touch anything further so the finding is documented.
- Call or message the customer promptly. Explain what you found in plain words and why it matters.
- Give options. Offer a fix now, a fix later or a different approach, with a price range for each.
- Get a yes in writing. A text or signed change order before extra work begins protects both sides.
- Record it on the job. Add the finding, photos and the customer decision to the job notes.
Common questions
Do I have to fix it?
Not always. Some problems are safety or code issues. Check local rules, and tell the customer clearly if you cannot finish safely.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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