Last updated on Jun 24, 2024

You're facing complex construction projects with change orders. How will you handle client expectations?

Navigating the complexities of construction projects can be daunting. When change orders come into play, managing client expectations becomes even more critical. As a construction manager, you're the linchpin that holds the project together, balancing the evolving needs of your client with the realities of construction timelines, budgets, and resources. Understanding how to effectively communicate and adapt to changes while maintaining a clear vision of the project goals is key to your success.

1 Client Communication

Effective communication is the cornerstone of managing client expectations in construction projects. It's essential to establish a clear line of dialogue from the outset, ensuring clients understand the implications of change orders on project scope, cost, and timeline. Regular updates and transparent discussions about progress, challenges, and any adjustments to the project plan foster trust and help mitigate any potential dissatisfaction or misunderstandings. Remember, your ability to listen and respond to client concerns is just as important as keeping them informed.

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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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From my experience as a construction expert, maintaining clear and consistent communication with clients is crucial. Regular updates on project status and any changes ensure clients are always informed.

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2 Change Order Impact

Change orders can significantly impact a project's trajectory. It's crucial to analyze and communicate how these changes affect the overall plan, including potential delays or cost increases. When presenting this information to clients, focus on providing solutions and alternatives rather than just highlighting problems. This proactive approach not only demonstrates your expertise and commitment to the project but also helps clients feel involved in the decision-making process, which can alleviate concerns about the project's direction.

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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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In my view, explaining the impact of change orders on the project is essential. Clients should understand how changes affect the scope, cost, and timeline.

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3 Risk Management

As change orders arise, so do risks. It's your job to identify these risks early and develop strategies to manage them. This involves revising the risk management plan to accommodate new variables introduced by change orders. By keeping clients apprised of potential risks and your plans to mitigate them, you build confidence in your ability to navigate the project through uncertain waters. This foresight is invaluable in maintaining a positive client relationship and ensuring project success.

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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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From my perspective, proactively identifying and managing risks associated with change orders can prevent issues from escalating.

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4 Budget Control

One of the most significant concerns for clients is budget. Change orders often lead to additional costs, so it's imperative to maintain strict budget control. When discussing changes with clients, be clear about financial implications and strive to find cost-effective solutions that align with their goals. This may involve negotiating with suppliers or re-evaluating project elements to find savings elsewhere. Demonstrating fiscal responsibility will help manage client expectations regarding project finances.

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5 Timeline Adjustments

Change orders can throw a wrench in the works, necessitating timeline adjustments. It's important to reassess and update the project schedule promptly, communicating any changes to your client. Offer a clear rationale for these adjustments and discuss how you plan to minimize delays. This transparency allows clients to adjust their own expectations and plans accordingly, reducing frustration and maintaining a collaborative atmosphere throughout the project duration.

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6 Continuous Learning

Finally, view each complex project and its change orders as a learning opportunity. Reflect on what worked well and what could be improved for future projects. Sharing these insights with clients shows that you're committed to growth and excellence in your field. By continuously refining your approach to construction management, you not only meet but exceed client expectations, even amidst the challenges change orders may bring.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're facing complex construction projects with change orders. How will you handle client expectations?

1

2

3

4

5

6

7

1 Client Communication

2 Change Order Impact

3 Risk Management

4 Budget Control

5 Timeline Adjustments

6 Continuous Learning

7 Here’s what else to consider

Construction Management

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You're facing complex construction projects with change orders. How will you handle client expectations?

1

2

3

4

5

6

7

1 Client Communication

2 Change Order Impact

3 Risk Management

4 Budget Control

5 Timeline Adjustments

6 Continuous Learning

7 Here’s what else to consider

Construction Management

Rate this article

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