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CMPS Ep 4-10 - CHANGE ORDERS how to get paid for them without killing the relationship. With Colleen Stanley-003 1
Colleen makes a strong case for addressing likely problems before they happen.
Instead of waiting until a change order becomes emotional, bring the topic up in the early conversation:
- If the scope changes, here is how we handle it
- If site conditions affect time or cost, here is our process
- If delays happen because decisions are not made on time, here is what that does to the schedule
This kind of communication is not negative. It is professional.
Clients usually do not get upset because a process exists. They get upset because they feel surprised, cornered, or unprepared.
When you explain the process early, you reduce that reaction.
Front-load the hard conversations
This episode reinforces something many experienced contractors already know:
the more work you do up front, the smoother the back end gets.
That applies to more than job planning. It also applies to communication.
Front-loading looks like:
- setting expectations on change orders
- explaining how scheduling works
- showing how client decisions affect production
- identifying common project risks early
- making responsibilities clear from the start
That kind of clarity helps protect both the job and the relationship.
It also helps the customer feel like they are dealing with a professional who has done this before.
Clients do not like surprises
Another strong point from this conversation is that customers do not always understand what is normal in construction.
What feels obvious to a contractor may feel confusing to a client.
And when people do not understand what is happening, their mind often goes to the worst place:
“Am I being taken advantage of?”
That is why communication matters so much.
When clients understand:
- what could happen
- what the process will be
- how costs are handled
- what decisions they need to make
- and what delays can cause
they are much more likely to stay calm and cooperative.
Repeated problems are system problems
One of the best lines in the interview is the idea that if a problem keeps happening, it is no longer random.
It is a pattern.
And patterns should be studied.
That matters a lot for construction business owners. Many teams live in constant reaction mode. They solve the same issue over and over again without ever fixing the root cause.
That leads to what Dominic described like a kind of “whack-a-mole management.”
A better approach is to ask:
- What are the top issues that keep repeating?
- What causes them?
- What conversation should happen earlier?
- What process should be put in place so this stops happening?
That shift can save time, margin, and stress.
Better communication is a profit tool
A lot of contractors think communication is a soft skill.
But in reality, it is a business skill.
Good communication helps you:
- protect margins
- reduce friction
- improve trust
- keep jobs moving
- avoid rework
- manage expectations
- strengthen the customer experience
That last point matters too. Colleen noted that once companies get good at the technical side, the next edge often comes from the customer experience.
In other words, the difference is not always who can do the work.
It is often who can guide the client through the work better.
Mentorship, delegation, and leadership matter too
The episode also touched on mentorship and leadership inside the business.
That part matters because strong communication with clients usually starts with strong communication inside the team.
Leaders need to:
- explain the “why,” not just the task
- train people before expecting perfect execution
- slow down enough to teach
- stop rescuing problems that should have been prevented upstream
That is how better systems get built.
And that is how construction business owners stop carrying the entire business on their own shoulders.
Final takeaway
This episode is a great reminder that change orders are not just about forms and pricing.
They are about trust.
When contractors talk clearly, set expectations early, and prepare clients for what is normal in the project, they make it easier to get paid fairly without creating conflict.
That protects both the relationship and the profit.
If you want fewer painful surprises, fewer awkward conversations, and better control over your jobs, this episode is worth your time.
Listen to the full episode and follow for more practical business lessons for contractors, cabinet shops, millwork companies, and remodeling leaders.
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