What Scope Creep Looks Like
Scope creep is work that wasn't in the quote, added a little at a time, without a new price. In the moment it rarely feels like a big deal:
- "Can you make it two inches wider?"
- "While you're at it, can you add a bracket?"
- "Can we switch to the brushed finish?"
- "Actually, could it be ready Thursday?"
Every one of these costs material, time or both. Done for free, they eat your margin. Done without a record, they turn into an argument at pickup about what was agreed.
The Rule: New Price, New Approval, Then Work
Once the customer approves a quote, the quote is locked. Anything that changes the work becomes a change order:
- Write down what's changing.
- Price it: material, time, setup and any effect on the lead time.
- Send it to the customer.
- Start the change only after they approve it.
Make no exceptions for small changes. The habit matters more than the amount. A $15 change order tells the customer that changes cost money, so the $500 request comes with a budget.
What Goes on a Change Order
| Field | Example |
|---|---|
| What's changing | Gate width from 48 in to 50 in |
| Details | New frame tubing, re-cut pickets, one more picket |
| Requested by | The customer |
| Price before tax | $85 |
| Your cost | $40 |
| Days added to the lead time | 2 |
| Approval | Name and date |
Track your cost too. It tells you whether changes are making money or just keeping customers happy.
Credits work the same way. If the customer removes something, write a change order with a negative price, so the record matches the work.
Changes to Charge For
| Change | Why it costs you |
|---|---|
| A bigger size or more pieces | More material and time |
| A different material or finish | New material, maybe a new order. The old material may be scrap. |
| Design changes after approval | Redrawing, reprogramming and a new setup |
| An earlier date | Overtime, other jobs moved, faster shipping |
| Redoing work already done | Material and time, twice |
| Missing or wrong information from the customer | Rework you didn't cause |
When the mistake is yours, fix it at your cost. Being fair both ways is what makes the rule stick.
How to Say It
Say it as a matter of fact, and give the customer the choice.
When They Ask for a Change
"Happy to do that. It's a change from the approved quote, so I'll send you a change order with the price and the new date. Once you approve it, we'll go ahead."
When They Say It's Small
"It's a quick one, so it's a small charge. I put every change in writing so we both have the same record."
When They Push Back on the Price
"No problem. We can keep the original design, the original date and the original price. Your call."
When the Change Comes by Phone
"Got it. I'll send that over in writing now so you can approve it, and we'll start as soon as you do."
Stop It Before It Starts
Most scope creep starts with a vague quote. Prevent it before the job begins:
- Write a clear scope, with exclusions and assumptions. See How to Write a Quote That Wins the Job.
- Get drawings or a proof approved before you cut.
- Put your change policy in your terms: changes are priced, approved in writing, and can move the lead time.
- With business customers, ask who can approve changes on their side.
Watch for warning signs: the customer keeps adding small things before approving anything, decisions come from several people, or requests arrive by text late at night. Slow down and put everything in writing.
When to Say No
Some changes aren't worth doing at any price. They'd make the part unsafe, you don't have the equipment, or they'd wreck your schedule for other customers. It's fine to say:
"That's outside what we can do well on this job. Let's finish the current work, and I'll quote the new part separately."
Do It in Customakr
- Once a quote is accepted, its price and assumptions are locked. Open it and tap New Change Order.
- Fill in What is Changing, Details, Requested by, the price before tax (use a minus for a credit), Your Cost for This Change and Days Added to Lead Time.
- Tap Send to Customer. They approve it from their quote link. If they decide by phone or in person, use Record Approval with their name, or Record Decline.
- Only approved changes count. The job's agreed value is the original quote plus approved changes, and approved days move the lead time. Changes waiting on the customer show on the Operations Board.
- On the job, record what a change really cost as Approved extras in Estimate Against Actual, so the job's profit stays honest.
- Your terms already cover it. The built-in templates say any change after acceptance needs a written change order with its price and any effect on lead time.
Checklist
- My terms say changes are priced and approved in writing.
- Every change after approval gets a change order, however small.
- Each change order has a price, my cost and any days added.
- No work on a change until it's approved.
- Credits get a change order too.
- I fix my own mistakes at my cost.
- Decisions made by phone or in person are recorded with a name.
- My quotes have clear exclusions and assumptions.