I had two back-to-back sales calls this week, and interestingly, both conversations went to the same place almost immediately: how hard it is to manage change requests.
One of those calls was with a high-volume steel manufacturer who needed a better way to answer some very basic (but critical) questions:
Who made the change?
When was it made?
And how do we make sure the office and manufacturing teams actually know about it?
Change requests are inevitable. What matters is how you handle them.
A well-designed Change Order (CO) process needs to be structured, but flexible enough to reflect how the real world works. When it’s not, small changes turn into big problems.
For sales teams, a rigid or unclear CO process makes their job harder than it needs to be. They’re trying to respond to customers quickly, but instead they run into:
- Quote errors because changes weren’t clearly documented
- Delays that frustrate customers
- Confusion around pricing or scope after the sale
Changes like size, color, windows, or layout are part of the process. When it’s easier for the sales team to manage those changes, it’s easier for the customer too.
For office teams and project managers, flexibility matters just as much. A clean CO process helps them:
- Track and document changes accurately
- Avoid building the wrong structure or missing charges
- Reduce handoff mistakes between departments
Timing matters as well. Once an order is reviewed, in the shop, or even already on the truck (it happens), knowing when and how changes are allowed makes all the difference. Locking things down at the right time protects everyone involved.
Most importantly, you need visibility. A clear audit trail showing who made a change and when gives teams confidence and accountability.
When done right, a customer-centric CO process becomes a competitive advantage. It shows responsiveness, professionalism, and control; turning potential friction points into trust-building moments.
When done right, a customer-centric CO process becomes a competitive advantage. It shows responsiveness, professionalism, and control—turning potential friction points into trust-building moments.
At CAL, we’ve built practical tools to make this part of the process simpler, clearer, and easier to manage as your business grows. I recorded a short walkthrough that shows how this works in real life:
👉 Watch the quick overview here:
https://www.loom.com/share/d08d2337c0834e629d2449dbb437e79b
If it resonates, I’m always happy to talk through how this could fit your operation.
Tristan
Founder, CAL