Vous faites face à la résistance des clients sur les ordres de changement. Comment pouvez-vous répondre efficacement à leurs préoccupations ?

How about writing a letter to the Employer that what he NOW wants are not in the Contract Documents and Drawings that are signed off as the Contract. As they are additional/extra/changes in contract scope which are NOT the contract works as DEFINED in the Contract, you have no obligations whatsoever to carry out these works unless ordered in writing through a NOTICE in accordance with the EMPLOYER's "Right to Vary" Clause in the Conditions. End with the letter that you are looking forward to the invoking of the "Right to Vary" Clause in the Contract without further ado start of the negotiations of time and cost for these variations. Do not on any circumstances start the works OR make any Variation claims as it is not his problem/claim.

Unless it's by way of unforeseeable ground. Conditions then every change is generated by the Client and the Contractor just has to tell him how much and how late and leave him to decide.

Entender profundamente as preocupações do cliente, seja em relação ao custo, cronograma ou escopo, demonstra empatia e competência, o que é essencial para construir confiança. A escuta ativa permite identificar a verdadeira fonte da resistência e, assim, facilita a criação de soluções que atendam tanto às expectativas do cliente quanto às necessidades do projeto. Ao transformar uma possível objeção em uma oportunidade para colaborar, você não apenas resolve conflitos, mas também fortalece a parceria, aumentando as chances de sucesso do projeto e satisfação do cliente.

To address client resistance to change orders effectively start by clearly communicating the reasons for the changes highlighting how they are necessary for meeting project goals safety standards, or quality requirements. Provide detailed documentation and cost breakdowns to ensure transparency. Offer alternative solutions if possible and demonstrate the long-term benefits of the changes. Engage the client in discussions actively listen to their concerns and seek to build consensus by showing flexibility and a willingness to collaborate towards a mutually agreeable outcome.

Once you’ve identified your client’s concerns, it's essential to provide a clear and transparent explanation of the change order. Whether it's due to unforeseen conditions, regulatory requirements, or added project value, ensure your client fully understands the reasons behind it. Transparency about cost and schedule impacts helps them see the bigger picture. When clients are well-informed, they're more likely to appreciate the necessity and long-term benefits, reducing resistance and fostering a collaborative approach.

Addressing client resistance to change orders requires clear communication, transparency, and a focus on building trust. Here's a step-by-step approach to handle their concerns effectively: 1. Clarify the Need for the Change. 2. Highlight the Value and Impact. 3. Offer Transparency and Justification. 4. Communicate Early and Frequently. 5. Build a Relationship of Trust. 6. Negotiate Win-Win Solutions. By focusing on transparency, the benefits of the change, and open communication, you'll address client concerns effectively while maintaining a collaborative and trusting relationship.

After identifying your client's concerns, clearly explain the change order, including the reasons behind it, such as unexpected conditions, regulatory requirements, or added value. Ensure transparency about the impact on cost and schedule so the client understands the necessity and potential benefits, reducing resistance. Open communication is key to maintaining trust and collaboration.

When presenting a change order, provide a clear and detailed explanation of why it’s necessary. Use evidence from site conditions, design requirements, or compliance needs. Reference the contract clauses that justify the change, such as FIDIC’s Variation Clause or NEC’s Compensation Events. Break down the rationale in a straightforward manner, avoiding jargon that could confuse or frustrate the client. A transparent explanation helps build trust and makes the client feel more comfortable with the proposed change.

Prezamos por ter materiais de boa qualidade, por isso temos a credibilidade no mercado, prestando serviços para grandes e conceituadas empresas. O cliente sempre vira em primeiro lugar, sendo assim tudo será entregue nos prazos acordados com a qualidade prometida.

As a contractor, you have to be honest with your clients. After your clients gave you project, you need to review that project from client side. As your stakeholder, clients supposed to be respected to receive good results from that projects. Giving brainstorming in the beginning is the good idea to explore our clients consideration

• Give Options: If possible, present a few alternatives that address the concern at varying levels of cost and complexity, allowing the client to have some control over the decision. • Cost-Benefit Analysis: Help the client understand how each option affects the timeline, budget, and scope of the project.

In this kind of situation the best approach is, 1. To clearly understand the causes of the change in orders & why there's a resistance from the clients. 2. Make a good presentation & discuss to the client mainly the benefits (positive & negative) of the change in orders - most especially taking into consideration the project budget & it's impact on the project completion. 3. Listen to the Client's point of view of the concerns/suggestions/advice. It is imperative as contractors/business owners to listen to their clients. Their concerns should be of high importance & must be treated with respect. In the end, a resolution should be made by meeting halfway without compromising especially in the financial aspect of the project/business.

A alteração não irá gerar nem novo custo para o cliente, já que esse pedido é por nossa parte, sendo assim a responsabilidade de qualquer adicional será nossa. E sempre tranquilizando os clientes que não serão impactados nos prazos acordados apesar das alterações de escopo.

Focus on communicating the tangible benefits that the change will bring to the project. For instance, if a change order involves upgrading materials, emphasize how this will increase the building’s durability, reduce maintenance costs, or enhance sustainability, aligning with the client’s long-term goals. Under FIDIC contracts, Variation Orders are generally intended to ensure that the project meets the desired quality and functionality specified in the initial agreement. Citing these clauses can help underline the value added by the proposed change. Similarly, the NEC contract’s Compensation Events can be used to outline how proposed changes will prevent defects or improve performance, framing them as beneficial rather than disruptive.

Start by clearly explaining the necessity and benefits of the proposed changes. Provide detailed documentation, including cost breakdowns, potential risks of not implementing the changes, and how they align with project goals. Emphasize the long-term value and potential cost savings or quality improvements that the changes might bring. Be transparent about how the changes affect the timeline and budget, and offer alternative solutions if possible. Engage the clients in open dialogue, actively listening to their concerns and answering questions to build trust. Showing flexibility and a willingness to collaborate on finding mutually agreeable solutions can help ease their resistance and foster a cooperative approach.

Provide a transparent and detailed cost breakdown for the proposed changes. Break down the figures into clear components, e.g. labor, materials, equipment, and any overheads, so the client understands exactly where the costs are coming from. Both FIDIC and NEC contracts emphasize transparency in variations and compensation events. FIDIC’s Clause 13.3 (Variation Procedure) requires contractors to submit a cost estimate along with a method statement for how the variation will be implemented, while NEC contracts mandate that Defined Cost and Fee percentages are agreed upon upfront to avoid disputes later. These clauses provide a legal basis for clear and open discussions about costs, helping to alleviate client concerns.

Flexibility really is key when navigating any change order process, especially contentious ones. Be willing to really examine the root cause that led to the change order and place accountability where it’s due, whether that means owning the cost on the design or subcontractor side so there isn’t negative impact to the budget, or being flexible in solutioning with the customer if needed changes are due to true unforeseen circumstances or requests directly from the customer. You still want to minimize impact to the project timeline and budget, so you may need to be willing to make adjustments in other areas not directly impacted by the change order.

I love setting up a pre construction meetings onsite with my clients. Even at the sales level this brings up questions not always discussed with the contractor. This way everyone can contribute to the success of the job. It also shows your willingness to listen as well as setting realistic expectations for material delivery and possible delays.