Roxor's Colm Lalor: Installer pain points – avoiding last-minute changes, delays and disruption

Colm Lalor, commercial director at the Roxor Group, shares his expert advice for installers to prevent late customer changes from derailing a job.

At InstallerSHOW 2026, the Roxor Group asked installers which on-site issues cause the biggest headaches, with late alterations emerging as a recurring frustration. From customers changing their minds once work is underway to alterations affecting products that have already been ordered, last-minute decisions can quickly have a knock-on effect on schedules, cost and client relationships.

Colm Lalor, commercial director at Roxor, says: 

1. Establish the specification before work starts
Taking the time to properly establish the customer's requirements before work begins is one of the most effective ways to avoid problems further down the line. Make sure the layout, products, finishes and any bespoke details have all been discussed and agreed, rather than relying on assumptions.

It sounds obvious, but it’s also worth confirming that the customer understands exactly what they’re signing off. A clear specification gives both parties something to work from and makes it much easier to manage any requests for change later.

Before ordering products or starting installation, have a final check-in with the customer. Go through the specification together and make sure they’re happy with the products, positioning, finishes and measurements. That final sign-off is a useful point to catch any uncertainty while it can still be addressed relatively easily, rather than discovering it halfway through the installation.

2. Communicate when changes become costly
Customers don’t always appreciate how one seemingly small change can affect an entire installation. Moving a basin, changing a shower or switching a product once work has started can have implications for plumbing, tiling, materials and labour.

Be upfront about this at the beginning. Explain that changes are possible, but that once products have been ordered or work has started, they could affect both the cost and the completion date.

3. Don’t be afraid to challenge indecision
If a customer is unsure, it’s better to politely address it before committing to an order. You as the installer have the experience to identify where a decision could create complications later, so use that knowledge.

Give the customer the practical information they need to make a decision, particularly where there are space, compatibility or installation considerations. Sometimes a straightforward explanation from an experienced installer is enough to give the customer confidence in their choice.

4. If a change is requested, explain the knock-on effect
Late changes don’t necessarily have to become a source of conflict. If a customer wants to alter something, explain what that change actually involves before agreeing to it.

Be honest about whether it means additional materials, extra labour, a different product lead time or a change to when the project will wrap up. Once the customer understands the practical consequences, they can make an informed decision about whether the change is worth making.

Customers should absolutely have the opportunity to ask questions and make decisions, but there needs to be a clear point at which those decisions are agreed. Good communication at the start of a job can prevent a lot of unnecessary pressure later. The more clearly your customer understands what they’re committing to before work begins, the less likely you are to face disruption and surprise costs once installation is already underway.