How to handle extras and changes on a job without arguments

Say in the quote how changes work

Put a short line in your quote: any change to the work will be agreed and priced in writing before it is done. Clients accept it when it is stated at the start.

Stop and write it down

When a client asks for something extra, say "I will send you a price for that" rather than starting straight away. Even a quick message is better than a conversation nobody remembers the same way.

What a change note should say

• What the change is, in plain English.
• The extra cost, and whether it includes materials and VAT.
• Any effect on timing.
• The client's agreement, by reply, signature or message.

Separate extras from problems

Hidden problems, such as rot or damp, are not a change of mind. Photograph them, explain what you found and give options and a price before you carry on. Clients are much more accepting when they can see the evidence.

Keep one running record

Keep the original quote, each change note and the running total together in one place, so you can both see where the price stands at any point.

Be fair and flexible

Small changes that cost you nothing can be a goodwill gesture. Large or time-consuming ones should be charged for, politely. Clients remember how you handled it.

Mistakes to avoid

• Doing extra work on a handshake and invoicing afterwards.
• Surprising the client with a bill at the end.
• Not telling the client how a change affects the timing.

Start with a clear quote

A detailed, itemised quote with a clear specification means fewer arguments. Our guide on sending a quote clients say yes to covers what to include.