When dealing with a construction-related situation, such as a change order due to an unexpected issue discovered after demolition, it's essential to communicate effectively with my clients. Here’s how I guide them through the discomfort of this change while also setting the stage for potential referrals:

In construction, unexpected challenges often arise, especially after demolition, when hidden issues are revealed. These situations require change orders, which can be uncomfortable for my clients due to increased costs or project delays. However, by guiding them through the process with clear and supportive communication, I can ease their concerns and strengthen my relationship, leading to future referrals.

First, I acknowledge the situation

• Example: “During the demolition phase, we uncovered [describe the issue, e.g., structural damage, outdated wiring, plumbing issues] that was not visible before. I understand this is an unexpected development, and it may cause some concern.”

Then Provide a Clear Pathway

• Printed Script: 

Example: Hi Jake, I wanted to inform you that our construction team discovered leak in your plumbing behind the walls after the demolition phase. This issue was not anticipated, and as a result, we’ll need to issue a change order to address it properly. The crew has assessed the situation, and they’ve proposed replace the rotted wood and plumbing. This change will result in a delay of a two days and a cost of $1,200. Please let me know if you have any questions or concerns. We’re committed to keeping this project on track and delivering the best possible outcome. Regards, Justin Halford.

Next I offer Direct Communication: If the client finds it uncomfortable or challenging to communicate this change internally, I offer to step in and handle the communication on their behalf.

• • Example: “If it’s easier for you, I can personally explain the situation to spouse and walk them through the necessary changes and why they’re critical for the project’s success.”

Finally I Reinforce the Benefits and Next Steps

• • Example: “By tackling this issue now, we’re preventing future complications that could arise down the line. This proactive approach will save time and money in the long run, and ensure the final build meets the highest standards.”

Conclusion:

By effectively managing unexpected changes with transparency and empathy, I not only help my clients navigate the discomfort of a change order but also build trust and reliability. This strong relationship is key to earning their referrals, as they’ll appreciate my professionalism and support that I provided during a challenging situation.

Final Note:

• Follow-Up: After the issue has been resolved and the change order executed, I follow up to ensure the client is satisfied with how the situation was handled. This is also an excellent time to ask for referrals or a testimonial.

This approach not only helps me manage client expectations but also reinforces my commitment to quality and customer satisfaction, helping me with future business referrals.