8 Ways to Handle Clients Changing Their Minds
Designers and builders share advice for how to manage clients’ change requests before or after building has begun
When homeowners change their minds about a design feature late in a project – for example, after plans have been finalised, contracts are signed and builders have broken ground – things are bound to get complicated. Sometimes you might have to deal with a domino effect of issues and complete extra work, such as drafting new plans, reconfiguring the budget, managing supply logistics and educating clients about how the project timeline and cost will be affected.
1. Put your clients’ needs first
“The moment you decide to build a business, you should know that your clients’ needs will always come first,” says Oren Dagan, CEO of SOD Home Group. It can be helpful to remember that the homeowner is the most important stakeholder in the project, and what they say matters.
When clients want to go in a different direction, try to listen to their thoughts and ideas closely, then ask them why. “Typically, clients’ changes are valid and anything they bring to the table is seriously considered,” says interior designer Jade McNeil. “We want our clients to feel heard and understood.”
Learn about Houzz Pro all-in-one business software.
“The moment you decide to build a business, you should know that your clients’ needs will always come first,” says Oren Dagan, CEO of SOD Home Group. It can be helpful to remember that the homeowner is the most important stakeholder in the project, and what they say matters.
When clients want to go in a different direction, try to listen to their thoughts and ideas closely, then ask them why. “Typically, clients’ changes are valid and anything they bring to the table is seriously considered,” says interior designer Jade McNeil. “We want our clients to feel heard and understood.”
Learn about Houzz Pro all-in-one business software.
Sometimes clients may request a design element that’s not the best fit for their home. “We’ve had a few times where clients came with an idea that didn’t fit with the overall design, in which case we reminded them that they hired us for a reason and to trust the vision we’ve designed together,” Jade says.
If the client insists on making changes, pros recommend trying to find the best way to make it happen. If you don’t, things could backfire. “I would never push a client to move forward with something they aren’t happy with,” says James M Drzewiecki, owner and principal landscape designer at Ginkgo Leaf Studio. “This will just lead to issues down the road when the project is complete.”
If the client insists on making changes, pros recommend trying to find the best way to make it happen. If you don’t, things could backfire. “I would never push a client to move forward with something they aren’t happy with,” says James M Drzewiecki, owner and principal landscape designer at Ginkgo Leaf Studio. “This will just lead to issues down the road when the project is complete.”
2. Avoid variations in construction contracts by helping clients make confident decisions
Machi Medrzycki, builder and owner of MLM, says it’s best to spend time during the pre-construction phase – before plans are approved and contracts signed – to fully understand the homeowners’ needs.
It can be a good idea to show clients a range of options that are tailored to their wants and needs to help them make confident choices and feel more settled in their decisions. However, if there’s an ounce of uncertainty, let them know that the design phase is the best time to change their mind.
Machi Medrzycki, builder and owner of MLM, says it’s best to spend time during the pre-construction phase – before plans are approved and contracts signed – to fully understand the homeowners’ needs.
It can be a good idea to show clients a range of options that are tailored to their wants and needs to help them make confident choices and feel more settled in their decisions. However, if there’s an ounce of uncertainty, let them know that the design phase is the best time to change their mind.
“If it’s before the contract is signed, we tend to be much more flexible and understanding,” says Ron Cohen, co-owner of Pearl Remodeling. “Every successful project starts with a good plan [and] design.”
Cohen encourages his customers to vocalise any doubts about the design before plans are submitted to the council and ground is broken.
Cohen encourages his customers to vocalise any doubts about the design before plans are submitted to the council and ground is broken.
3. Try not to stress when clients make last-minute design changes
Making a significant modification to your plans can cause a domino effect of issues that can affect everyone involved. And sometimes they can bring a project to a halt because designers and builders might have to draft new plans, reschedule labour or sub-contractors and deal with potential delays due to the current supply chain environment.
“Managing changes is the most challenging part of any project,” says Conlan Segerson, project manager at Segerson Builders. “Change orders are time-consuming, costly, inefficient and very consequential to the timeline of the project. Changes affect not only the builder and homeowner but also sub-contractors and suppliers.”
Making a significant modification to your plans can cause a domino effect of issues that can affect everyone involved. And sometimes they can bring a project to a halt because designers and builders might have to draft new plans, reschedule labour or sub-contractors and deal with potential delays due to the current supply chain environment.
“Managing changes is the most challenging part of any project,” says Conlan Segerson, project manager at Segerson Builders. “Change orders are time-consuming, costly, inefficient and very consequential to the timeline of the project. Changes affect not only the builder and homeowner but also sub-contractors and suppliers.”
Try to stay on an even keel when these problems arise. “Managing changes can be difficult and stressful, but the best approach is to take a deep breath and tackle each change one step at a time,” Conlan says.
4. Be adaptable and flexible, within reason
“People change their minds all the time,” says Shawn Griffith, a builder at Pillar Construction & Remodel. His team embraces the fact that clients will want to make changes at some point during a project.
Being adaptable to changing conditions can help you manage projects better. “We don’t like change orders just because we don’t like surprises, but in our line of business, change orders are almost inevitable, especially with large projects,” Ron says. And sometimes change orders are needed to address unforeseen issues with a home’s existing structure or design.
While altering the design at the eleventh hour can create extra work for you, it can also affect the clients. Consider educating them on your variation policies so they understand what’s at stake.
“People change their minds all the time,” says Shawn Griffith, a builder at Pillar Construction & Remodel. His team embraces the fact that clients will want to make changes at some point during a project.
Being adaptable to changing conditions can help you manage projects better. “We don’t like change orders just because we don’t like surprises, but in our line of business, change orders are almost inevitable, especially with large projects,” Ron says. And sometimes change orders are needed to address unforeseen issues with a home’s existing structure or design.
While altering the design at the eleventh hour can create extra work for you, it can also affect the clients. Consider educating them on your variation policies so they understand what’s at stake.
5. Be clear about your policies and potential extra charges
Every home professional has their own way of managing variations to plans and contracts, so make sure homeowners understand your policies. It can be helpful for clients to know your specific policies so they can set realistic expectations and be prepared for any hurdles that arise when making changes at the last minute.
This might include having a clear conversation – ahead of time – about any additional charges that change orders incur and what your hourly rates are if alterations to plans arise.
Every home professional has their own way of managing variations to plans and contracts, so make sure homeowners understand your policies. It can be helpful for clients to know your specific policies so they can set realistic expectations and be prepared for any hurdles that arise when making changes at the last minute.
This might include having a clear conversation – ahead of time – about any additional charges that change orders incur and what your hourly rates are if alterations to plans arise.
6. Explain to clients how making changes can affect their project timeline and budget
When homeowners want to incorporate their new ideas after the project has begun, it might be time to give them a reality check. Try not to sugarcoat the issues and let them know how their simple change of heart can significantly raise project costs, or lower them, and create serious delays. “Open communication and transparency are key here,” Jade says.
“Once the [client’s request to make a] change is fully understood and priced [by our team], it’s then presented to the client for their review,” Conlan says. “It’s critically important that the change is fully researched and clearly explained to the client so they can make an educated decision.”
When homeowners want to incorporate their new ideas after the project has begun, it might be time to give them a reality check. Try not to sugarcoat the issues and let them know how their simple change of heart can significantly raise project costs, or lower them, and create serious delays. “Open communication and transparency are key here,” Jade says.
“Once the [client’s request to make a] change is fully understood and priced [by our team], it’s then presented to the client for their review,” Conlan says. “It’s critically important that the change is fully researched and clearly explained to the client so they can make an educated decision.”
7. Communicate closely with your project team
It’s important to stay in close contact with other pros, especially when a project becomes complicated by variations.
“In this case, we set up a meeting with the entire team to go over the agreement on what’s included and what’s not,” Oren says. “When we have everyone onboard internally, we bring the client in for a meeting and start a negotiation and see how we can work it out.”
It’s important to stay in close contact with other pros, especially when a project becomes complicated by variations.
“In this case, we set up a meeting with the entire team to go over the agreement on what’s included and what’s not,” Oren says. “When we have everyone onboard internally, we bring the client in for a meeting and start a negotiation and see how we can work it out.”
Make sure all project stakeholders are on the same page before proceeding. “We use project management software that allows us to provide details on price breakdowns [including labour and materials] before any additional work is done,” Machi says. “[This] saves lots of frustration and manages the trust between homeowner and contractor.”
Houzz Pro software has robust project management tools that can help you stay organised with clients and teams and manage every aspect of your project.
Houzz Pro software has robust project management tools that can help you stay organised with clients and teams and manage every aspect of your project.
8. Take the time to identify the root of why clients are making numerous changes
If homeowners are requesting too many additional changes after previous change orders, it’s usually best to schedule a meeting with them to sort things out.
“If changes happen more than once and they’re big changes, we have a talk with the clients to figure out why the changes keep happening,” Jade says. “Are they unhappy with the design? Do they feel they didn’t see enough options before making a decision? Other influences?
“If the changes are something that can be done in a second phase, such as adding on a space, then usually we take this approach if the project is further along,” she says. “This way, we can stay focused on the original scope of work and give it the attention to detail it deserves.”
If homeowners are requesting too many additional changes after previous change orders, it’s usually best to schedule a meeting with them to sort things out.
“If changes happen more than once and they’re big changes, we have a talk with the clients to figure out why the changes keep happening,” Jade says. “Are they unhappy with the design? Do they feel they didn’t see enough options before making a decision? Other influences?
“If the changes are something that can be done in a second phase, such as adding on a space, then usually we take this approach if the project is further along,” she says. “This way, we can stay focused on the original scope of work and give it the attention to detail it deserves.”
Tell us…
What are your best tips for dealing with clients changing their minds? Tell us in the Comments, like this story and share it with your team.
What are your best tips for dealing with clients changing their minds? Tell us in the Comments, like this story and share it with your team.
Sponsored
Sponsored
Find, follow and network with other design and constructions pros on Houzz.