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Last updated on 2024年7月4日

Your construction project timeline is at risk. How do you handle client requests that could delay completion?

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Managing a construction project is akin to conducting an orchestra; timing is everything. As a construction manager, you're the maestro ensuring each section is in sync to create a harmonious completion. But what if the client hits you with a request that's equivalent to a last-minute solo? It's a common scenario that can throw your project timeline into disarray. The key to handling these requests without missing a beat lies in flexibility, communication, and strategic planning. You must navigate these requests with a blend of diplomacy and firmness, always keeping the project's objectives in sight.

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Suly Encalada, LCAM

Director of Business Development at SOCOTEC USA
Hany Elmancy, MSc, BSC, SFC, SSYB, PE, PMP, MBA

Senior Program Control | PMO Consultant | Planning & Project Control | Risk Manager | Delay Analysis Expert | Forensic…

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1 Assess Impact

When faced with client requests that could delay your project, the first step is to thoroughly assess the impact. Consider the request's implications on the schedule, budget, and resources. Evaluate if the change is critical to the project's success or if it's a 'nice-to-have'. Sometimes, what seems like a small tweak can have a ripple effect, causing significant delays. It's your responsibility to analyze these potential outcomes and present them to the client, ensuring they understand the consequences of their demands.

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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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Evaluate how the client's request will affect the project timeline, budget, and resources. Determine the feasibility of incorporating the changes without compromising the overall project delivery.

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Suly Encalada, LCAM

Director of Business Development at SOCOTEC USA
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In project management, addressing client requests that may delay a project requires a thorough impact assessment. Evaluate the request's effects on the schedule, budget, and resources, and determine if the change is critical to the project's success or a 'nice-to-have'. Minor tweaks can cause significant delays due to their ripple effects. As project managers, it's our responsibility to analyze these outcomes and present them clearly to the client, ensuring they understand the consequences of their demands. This approach helps maintain project integrity while managing client expectations effectively.

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2 Client Dialogue

Open and honest communication with the client is crucial when their requests risk delaying the project. Engage in a dialogue that is both transparent and educational. Explain the potential delays in terms of cost and time, and provide alternatives that might satisfy their needs without derailing the timeline. Remember, your role is to guide the client through the decision-making process, helping them understand the trade-offs involved with their request.

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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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Have an open discussion with the client to explain the potential delays and implications of their requests. Ensure they understand the trade-offs and the possible impact on the project completion date.

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Suly Encalada, LCAM

Director of Business Development at SOCOTEC USA
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Effective communication with the client is essential when their requests might delay the project. Foster a dialogue that is both transparent and educational. Clearly explain potential delays in terms of cost and time, and offer alternatives that could meet their needs without disrupting the timeline. As project managers, our role is to guide clients through the decision-making process, ensuring they understand the trade-offs involved. This approach not only manages client expectations but also maintains the project's momentum and integrity.

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3 Prioritize Tasks

If accommodating the client's request is inevitable, prioritize tasks to mitigate delays. Examine the project schedule to identify non-critical activities that can be rescheduled. Look for opportunities to fast-track or overlap tasks without compromising safety or quality. By reorganizing the workflow, you can absorb some of the impacts and keep the project moving forward as efficiently as possible.

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Suly Encalada, LCAM

Director of Business Development at SOCOTEC USA
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When accommodating a client's request is unavoidable, prioritizing tasks becomes crucial to minimize delays. Assess the project schedule to pinpoint non-critical activities that can be deferred. Seek opportunities to fast-track or overlap tasks without compromising safety or quality. By reorganizing the workflow strategically, you can absorb some of the impacts and maintain project momentum, ensuring it progresses as efficiently as possible. This approach helps in balancing the client's needs with project timelines, maintaining both efficiency and quality.

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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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Prioritize critical tasks that align with the project's original timeline. Determine which requests are essential and which can be deferred or adjusted to minimize delays.

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Durva Bhosle

Construction Management | BIM Architect | Masters of Science in Project Management at Northeastern University
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If accommodating the client's request is inevitable, prioritize tasks to mitigate delays. Examine the project schedule to identify non-critical activities that can be rescheduled. Look for opportunities to fast-track or overlap tasks without compromising safety or quality. By reorganizing the workflow, you can absorb some of the impacts and keep the project moving forward as efficiently as possible. This approach ensures that essential tasks remain on track while accommodating changes, maintaining project momentum, and meeting client needs.

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4 Leverage Technology

Embracing technology can be a game-changer when managing unexpected client requests. Use project management software to quickly update schedules and communicate changes to your team. Digital tools can also help you simulate different scenarios, allowing you to present clear options to your client. With technology at your fingertips, you can make informed decisions swiftly, keeping your project on track.

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5 Negotiate Terms

Sometimes, it's necessary to negotiate new terms with the client to accommodate their changes. This might involve extending deadlines, increasing the budget, or modifying the scope of work. Be prepared to discuss these adjustments openly and ensure any new agreements are documented. Negotiation is a balancing act; you want to maintain client satisfaction while protecting your team from unrealistic expectations.

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Raine Gerber

General Manager | Quantum Contract Solutions | Construction Contract Reviews, Negotiation and Management
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Things go wrong - you could be asked to step in on behalf of another subcontractor or take on additional scope. Never just say yes. Depending on the nature of the request, it could fall completely outside your already agreed terms and pricing. It is important to communicate to your client that you want to help them but in order to be efficient the terms need to be agreed upfront. This includes the timeline, resources and costing. It would be best to negotiate this separately from the rest of the contract. Think of it as a micro project of the project - new resources, teams etc that don't put your existing timeline in jeopardy while still maintaining a good relationship with the client. Open communication here wins the day.

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6 Manage Expectations

Finally, managing expectations is vital to maintaining a positive relationship with your client, even when facing delays. Keep them regularly informed about progress and any issues that arise. It's better for the client to be prepared for a slight delay than to be caught off guard by a significant one. Constant communication helps build trust and demonstrates your commitment to delivering the best possible outcome despite challenges.

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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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Your construction project timeline is at risk. How do you handle client requests that could delay completion?

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1 Assess Impact

2 Client Dialogue

3 Prioritize Tasks

4 Leverage Technology

5 Negotiate Terms

6 Manage Expectations

7 Here’s what else to consider

Construction Management

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