M08.04
Bad news, problems, and how we handle them
The difference between a contractor people trust and a contractor people replace.
- Run the bad-news sequence without spinning
- Use one owner of the message
- Know when to escalate vs. when to solve
- Safety, fraud, legal threat?Now — Eric. Stop if needed.
- Money or idle crew?Same day — do not wait for Friday.
- Angry client?Acknowledge, do not diagnose, get Eric in.
- You don't know?Say so. Log it. Written answer today.
- Routine log work?You own it. Do not escalate noise.
Bad-news sequence
- 01Internal huddle
Eric + whoever has facts. Five minutes. No client yet.
- 02One owner
One person talks to the client. Others stay off reply-all.
- 03Facts
What happened, what we know, what we do not know yet.
- 04Options
At least two paths with time and money implications.
- 05Ask
A clear decision we need from them, with a time.
- 06Write it
Email recap the same day. File it.
Tone
You (after huddle) — We stopped the application in Room 12 this morning. In-situ RH is above the system limit in three of four test points (readings attached). Options: (1) wait and retest, (2) price a moisture-mitigation system, (3) resequence to Room 14 which tested in spec. We need your direction by 2:00 so we can keep the crew productive.
Takeaways
- Facts, options, ask — same day.
- No blame theater in writing.
- Open questions go on the log; clients get answers.
SOPSOP Section 2.14 — GC / Architect / Owner Communication StandardsSOP Section 4.28 — Escalation Matrix