If It Changes, It Gets Written Up: Creating a Change Order Culture
One of the biggest profit leaks in the service industry is work that gets completed but never billed. It happens every day in landscape construction, irrigation, hardscaping, general tree care, and other service businesses. A client asks for “just one more thing,” the crew wants to keep the project moving, and before long additional labor, materials, and time have been absorbed without compensation.
That is exactly why creating a strong Change Order culture is critical.
The important thing to understand is this: when a client requests additional work, a formal Change Order helps them understand that additional work comes with additional cost. It protects both parties, clarifies expectations, and creates a more professional relationship between contractor and client.
Unfortunately, many contractors begin their businesses informally. Early projects are often completed for friends, neighbors, or referrals with verbal agreements and handshake deals. Changes to the project are discussed casually, everyone assumes they are on the same page, and the contractor trusts they will be paid fairly in the end.
Sometimes that works.……Most of the time, it does not.
Miscommunication occurs. Clients forget what was included. Crews perform extra work that never gets documented. Projects run over schedule. Margins disappear. Worse yet, disagreements damage relationships that could have turned into long-term clients and referrals.
A Change Order eliminates much of that confusion.
Simply put, a Change Order is a written amendment to the original contract. It documents any modification to the agreed-upon scope of work and outlines the associated pricing, timeline adjustments, and approvals required before the additional work begins.
A properly written Change Order should include:
- A revised scope of work describing the requested change
- Pricing for the additional or reduced work
- Any scheduling or timeline adjustments
- Material or labor changes
- Signatures or approvals from both the contractor and the client
In most cases, the customer is asking for something beyond the original agreement:
“Can we add lighting?”
“What would it cost to extend the patio?” “Can you remove this other tree?”
“Can you also install drainage while you’re here?”
“Could you move those trees over there instead?”
These requests are opportunities for additional revenue — if they are managed correctly.
The real value of a Change Order is not just documentation. It is education.
It teaches clients that construction projects operate within defined scopes, budgets, and schedules. When they request changes, they begin to understand that additional labor, equipment, materials, coordination, and time all carry real costs.
Professional contractors do not apologize for this process. They normalize it.
The companies that struggle most with Change Orders are usually the ones that treat them inconsistently. One manager charges for changes while another “takes care of it.” One crew documents additions while another simply handles requests in the field without communication. That inconsistency creates frustration internally and confusion externally.
Creating a true Change Order culture means making the process part of your standard operating procedures.
Any time a client requests a change:
- The request is documented.
- The appropriate manager or estimator reviews pricing.
- A formal Change Order is created.
- The client approves the change before work begins.
- The field team receives updated instructions.
Simple. Consistent. Professional.
Will it create additional administrative work? Absolutely.
But it will also:
- Protect your profit margins
- Reduce disputes and misunderstandings
- Improve communication between office and field
- Create cleaner project management
- Increase accountability
- Improve customer confidence in your professionalism
Most importantly, it ensures your company gets paid for the value it provides.
Clients generally do not resist paying for additional work when expectations are communicated clearly and professionally. In fact, many customers gain greater respect for contractors who operate with structure, clarity, and discipline.
Remember this: undocumented work is usually unpaid work.
Build a culture where every change is documented, every adjustment is communicated, and every additional service is properly valued…. …Your team will become more organized, your projects more profitable, and your clients will see the difference between an amateur contractor and a professional operation.
Be Well, Do Good Work, and Keep In Touch.
— Fred Haskett
To Learn More Contact Fred at TrueWinds Consulting
Fred@TrueWndsConsulting.com (619) 665-7854
