How do contractors handle clients who keep requesting changes after the job is done?

Question

When is enough?
I operate a remodeling company. I have never had an issue closing out a job. We deliver a high quality product.
Recently, I have a client who is intent on finding issues, however minor. The final invoice has been paid and they are extremely happy with the work.
All that said, I keep getting texts and pictures of incredibly minor items, some of which are created by the homeowner, 3 months after the job completion.
How have people dealt with this in the past, and when is enough, enough?

hugehomepros · Answer

We have had this problem in the past, these are the things I do to curb the desire of clients to do this to us:

Pre close out walk through. I schedule this 1 to 2 visits before the job is complete. At this point you have most everything in so you can address concerns then and make a preliminary punch list. Main thing is not to be rushing out the door the final day, trying to get payment
Do a final walk through the day after the job is done. Schedule this in advance. This will give them time to look at the job with no one there. If you need to go back, make sure to make a final punch list with them and send your guys to knock it out in a day (hopefully it wouldn't be any more).
Bring a job sign off form. This form shows your warranty info, has a place to write in any things you need to sign off on (like if you had to do something non standard that they were aware of ahead of time), and shows the job is complete. This cements it in their head that the job is done.

Outside of this you would just need to be firm. I get both perspectives. To us, it's just a remodel but to them it's a huge investment so we need to understand that they are doing that because we didn't properly set boundaries ahead of time, make a complete list for one last stop, learn from it, then be better on the next one.

jprove82 · Answer

Personally, I think that enough is enough when the job has been completed and the final invoice has been paid. Anything after that, in my opinion, is extra work. Especially if the homeowner is the one creating the issues. Take photos of everything as it gets completed and use them for reference when they send punch lists.&nbsp;

refinedcolor · Answer

Wow! That's amazing, love the detail in the document, leaves no guesswork on what happens next, and creates a solid exit once the job is complete.&nbsp;

pestfreecanada · Answer

Work into your price that basically says, "You have me or my crew for a total of 3 hours over the next 30 days". Whatever you can get done in those 3 hours is all the extra work we will do for you.

Sometimes too, you just have to take your medicine and do and fix up some stuff. This is where pricing is very important. Make sure you have enough meat on the bone that you can go back there one or two times. If your work is quality, you shouldn't need to and your pricing should reflect the quality of your work. The support after the job is done is part of the quality.

brothers-lpm-6 · Answer

We have a term in our contracts that states that anything that falls outside the scope of the original agreement will be quoted and charged as a separate service.

Forum Discussion

How do contractors handle clients who keep requesting changes after the job is done?

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