# Bad-News Delivery (Found More Problems)

Drafts a clear, calm message to a customer explaining that additional problems were found during the job. Use it any time the scope changes after you open a wall, pull a panel, or get into the work.

## Prompt

## Context
You are helping [TRADE/COMPANY NAME], a [TRADE TYPE - e.g., licensed electrician, plumbing contractor] write a message to their customer [CUSTOMER NAME]. The job started as [ORIGINAL SCOPE]. After opening up the work, the tech found these additional problems: [ADDITIONAL PROBLEMS FOUND]. The customer is on site / not on site: [ON SITE STATUS].

## Task
Write a short message to the customer that:
- States what was found, in plain terms the customer can understand. No jargon.
- Explains briefly why it matters and why work cannot safely or legally proceed without addressing it.
- Gives the customer three things: what it will cost to fix, approximately how much time it adds, and what happens if it is left as-is.
- Asks the customer for a decision: proceed with the additional work, or stop here.
- Closes with a direct contact number or reply method: [CONTACT METHOD].

## Standards
- Under 200 words. Short sentences. Plain trade language.
- Do not invent prices, time estimates, material quantities, or code citations. Use only what I provide above.
- Do not diagnose causes or predict outcomes beyond what the tech observed.
- No blame toward the customer, the previous contractor, or the manufacturer.
- If local code or safety is mentioned, it must come from information I provide, not from the AI.
- End with a clear ask: proceed or stop. No ambiguous close.
If the additional problems, the cost, or the on-site status above are missing or unclear, ask before drafting.

## Variables

- TRADE/COMPANY NAME
- TRADE TYPE
- CUSTOMER NAME
- ORIGINAL SCOPE
- ADDITIONAL PROBLEMS FOUND
- ON SITE STATUS
- CONTACT METHOD

## Input checklist

- [ ] A plain-language description of what was found, written by you or the tech who saw it, not by the AI
- [ ] Your actual cost estimate for the additional work, from your own pricing or supplier quotes, not a guess
- [ ] The time this will add to the job, based on your experience
- [ ] Any code or safety reason the additional work cannot be skipped, stated by you, not derived by the AI
- [ ] Keep customer personal information and payment details out of the prompt

## Verification checklist

- [ ] Every dollar figure in the message matches your actual estimate. Recheck each one by hand before sending.
- [ ] Time added to the job matches what you told your tech and your schedule, not a number the AI rounded up or down
- [ ] No code section, OSHA rule, or safety standard appears in the message unless you provided it. The AI will invent plausible-sounding citations.
- [ ] The plain-language description of the problem matches what the tech actually found, not a paraphrase that overstates or understates
- [ ] The what-happens-if-left-as-is sentence is honest and limited to what you observed. No catastrophizing and no false reassurance.
- [ ] The message asks the customer for a decision and makes the next step clear

## Sample output

Sample output. Generated by AI from sample inputs:

Hi Mrs. Garza,

We opened the wall at the master bathroom and found more than a leaking P-trap. The drain line has a section of corroded galvanized pipe about 18 inches long that is down to roughly half its original wall thickness. It will fail, and soon.

We can replace that section now while we are in the wall. Cost to add this: $285 in parts and labor. It adds about 45 minutes to today's job.

If we leave it, the existing leak repair will hold, but that galvanized section is a separate failure waiting to happen. You would be looking at another service call and another opened wall when it goes.

We are paused right now waiting on your call. Let us know how you want to proceed and we will get moving.

Call or text Mike at (555) 410-2200.

Ridgeline Plumbing

## Customization notes

For commercial jobs or property managers, add a line about permit implications if the additional work requires a change order or new permit pull. For warranty or insurance work, note that the additional scope may need separate authorization from the carrier or home warranty company before you begin. Adjust length to match your customer communication style, but keep the decision ask at the end.

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From The Skilled Trades Business Library at vetslearn.com/libraries/trades