Last updated on Jul 18, 2024

How do you manage client expectations effectively when unexpected scope changes occur mid-project?

In construction management, effectively handling client expectations is critical, particularly when unexpected scope changes arise. These changes can be due to various factors such as design modifications, unforeseen site conditions, or regulatory requirements. As a project manager, your role involves not only managing the construction process but also ensuring that the client's vision is realized within the constraints of reality. This often means navigating the choppy waters of scope changes while keeping the project on track and maintaining a positive relationship with the client.

1 Communicate Early

When scope changes occur, immediate communication with your client is essential. You should explain the situation clearly, outlining the reasons for the change and its potential impact on the project timeline, budget, and outcome. Transparency is key; provide as much detail as possible to avoid misunderstandings. This proactive approach can help manage expectations and foster trust, showing your commitment to their interests. Remember, informed clients are more likely to be understanding and cooperative.

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Hany Elmancy, MSc, BSC, SFC, SSYB, PE, PMP, MBA

Senior Program Control | PMO Consultant | Planning & Project Control | Risk Manager | Delay Analysis Expert | Forensic Planner and claim specialist | Instructor | PMC-Senior Portfolio Controls | Public Speaker
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Drawing from my experience, early communication with clients about unexpected scope changes is critical to managing expectations. This involves promptly informing clients about the changes, their potential impact, and the reasons behind them. For example, scheduling an immediate meeting to discuss new regulatory requirements that affect project scope helps maintain transparency.

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Demet Demirer

DEĞİŞİM MİMARI ® - Rebuilding World ® -Improve the way you build, make the world a better place.
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Change of scope is inevitable. So as early as contracting the client and contractor must agree and write down a fair flow of change management. Actually not all changes are unavoidable for last minute. Agile management approaches enhances communication with the client and stakeholders via regular review meetings, this creates a base to negotiate and increases predictability. These meetings also increases coordination between all stakeholders, and if there is a potential of change at some section, the prioritization can be rethought for mutual agreement.

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Demet Demirer

DEĞİŞİM MİMARI ® - Rebuilding World ® -Improve the way you build, make the world a better place.
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Every construction projects has a potential of change. the crucial thing is how you define change in your contracts. If your contracts are fare and it is easy to evaluate change you will not meet resistance. An other issue is our delivery method. If we deliver the project in smaller steps and evaluate the product in every step we can foresee the future changes before it is too late.

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2 Assess Impact

Once you've communicated the initial information, assess the full impact of the scope change. This means evaluating how it will affect the project's cost, duration, and quality. Provide your client with a revised plan that includes any necessary adjustments to the budget and timeline. Make sure to highlight any trade-offs that might be required and work with them to prioritize the project's elements according to their needs and preferences.

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Hany Elmancy, MSc, BSC, SFC, SSYB, PE, PMP, MBA

Senior Program Control | PMO Consultant | Planning & Project Control | Risk Manager | Delay Analysis Expert | Forensic Planner and claim specialist | Instructor | PMC-Senior Portfolio Controls | Public Speaker
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Leveraging my expertise, thoroughly assessing the impact of scope changes on the project timeline, budget, and deliverables ensures that clients understand the full implications. This includes conducting a detailed analysis and presenting clients with a clear picture of the potential outcomes. For instance, preparing a comprehensive impact report that outlines delays and additional costs due to unexpected site conditions.

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3 Offer Solutions

After assessing the impact, present your client with potential solutions. These should be tailored to address the specific challenges posed by the scope change while aiming to meet the original project objectives as closely as possible. Your solutions might involve alternative materials, revised designs, or new construction methods. The goal is to be collaborative, working with your client to find the best possible outcome under the new circumstances.

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Hany Elmancy, MSc, BSC, SFC, SSYB, PE, PMP, MBA

Senior Program Control | PMO Consultant | Planning & Project Control | Risk Manager | Delay Analysis Expert | Forensic Planner and claim specialist | Instructor | PMC-Senior Portfolio Controls | Public Speaker
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Based on my experience, offering viable solutions to mitigate the impact of scope changes helps manage client expectations effectively. This involves proposing alternative approaches, resource adjustments, or schedule modifications. For example, suggesting alternative materials or methods that can keep the project on track despite the scope change.

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4 Negotiate Changes

Negotiating changes with your client is a delicate process that requires diplomacy and a clear understanding of their vision and priorities. Be prepared to discuss the implications of each proposed solution and how it aligns with their goals. It's important to remain flexible but also realistic about what can be achieved within the new scope. Mutual agreement on how to proceed will help ensure that the project continues smoothly.

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5 Document Everything

Documentation is crucial when managing scope changes. Every conversation, decision, and agreement should be recorded in writing. This not only provides a clear reference for both parties but also helps prevent future disputes. Use change orders or amendments to formalize any adjustments to the contract. This step ensures that everyone has a shared understanding of the project's new direction and expectations.

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6 Maintain Positivity

Throughout this process, maintain a positive and solution-focused attitude. Unexpected changes can be frustrating, but your optimism can influence the client's perspective. Reaffirm your commitment to delivering a successful project, and express confidence in your team's ability to adapt and overcome challenges. A positive approach can go a long way in keeping morale high and maintaining a strong client relationship.

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How do you manage client expectations effectively when unexpected scope changes occur mid-project?

1

2

3

4

5

6

1 Communicate Early

2 Assess Impact

3 Offer Solutions

4 Negotiate Changes

5 Document Everything

6 Maintain Positivity

Construction Management

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How do you manage client expectations effectively when unexpected scope changes occur mid-project?

1

2

3

4

5

6

1 Communicate Early

2 Assess Impact

3 Offer Solutions

4 Negotiate Changes

5 Document Everything

6 Maintain Positivity

Construction Management

Rate this article

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