Call backs and “while you’re here”s are costing you more than profits

“We’re losing money on this job because of all the call backs” a subcontractor tells me.

Call backs – when your clients have just one more thing to fix or finish. They can run you ragged, mess up your production schedule, and zap all of the profit from a job. “While you’re heres” are a different issue, but they have the same results. A client says “Oh, there’s one little thing I forgot to ask you for. Can you just do it while you’re here?” However small, you suffer the costs of unbilled time and schedule challenges.

“Can you ask for more money?” I ask.

“It’s not worth it. He says. “It’s easier to just go back and get it done and get paid. I’ll be firmer with the client next time around.”

Next time. He believes it will be different next time. And I remind him that, without a different process, he’ll most likely get similar results. 

A simple exercise can help:

Your strength comes from your documentation (contract)

• A clearly defined scope of work with a clearly articulated definition of completion. In other words: What are we contracted to do and what does “finished” look like?

• A clearly defined policy on revisions and additions. For example: What amount of additional work results in a change order?

And from getting uncomfortable.

Have you broken out in a sweat yet? 

Did your throat get tight? 

Does the idea of demanding a change order feel like walking through fire? 

You’re in this business to make people happy with the work that you do. You want clients who like you and want you around.  It’s “easier” to just go back and get it done. 

But easier for whom? Are you standing firmly in “Hero” on the Drama Triangle? Temporarily relieving the discomfort of conflict by giving in?  In the long run, you are the one who suffers the stress over cash flow and how to keep your crew busy. And then you’re in the “Victim” position of the Drama Triangle. At the effect of others. Feeling like you have no choice.

And this is where we begin: learning to get comfortable with discomfort.

Together, we gently untangle habits like people-pleasing and conflict avoidance, and put supportive processes in place so you can deliver your best work with confidence.

Integrity is what you achieve when you’re acting from your values. Pride in your work, rather than just pushing through to get it done.

A powerful side effect of leaning into discomfort? It reinforces your value. Clear documentation and boundaries signal to clients that you respect your time and capacity — and that your work is not available for free. It’s a simple, professional way of affirming that you are worth your rate.

Let’s get you set up for work you can deliver with integrity.