You're faced with unexpected design changes on-site. How do you manage client expectations effectively?

When design changes occur unexpectedly, I begin by evaluating if they're essential and how they will influence the overall design. I inquire whether the changes stem from unforeseen site conditions, regulatory demands, or evolving client preferences. By understanding the reasons behind the adjustments, I can assess their potential impact on the project's timeline, budget, and quality. I then provide the client with my professional insights on whether the changes are necessary and the potential consequences. This detailed evaluation allows us to align expectations and keep the project on track.

Do not simply accept the design change from the design team. The tender price, programme, R&O, & clarifications were based on the tender design. Why is it now changed- the change must be challenged & investigated by the delivery team.

I make sure to engage the client early and involve them in the problem-solving process. By explaining the changes clearly, they can understand whether the modifications are necessary and how these will impact the timeline or potentially delay project completion. I prefer this approach because it promotes open communication and ensures the client is aware of any challenges ahead of time. This way, everyone is aligned, and it reduces the chances of further unexpected changes. Keeping the client in the loop from the start makes future decisions smoother and builds trust throughout the project.

I carefully evaluate all possible options and their outcomes, ensuring the client has a clear understanding of the pros and cons of each choice. My aim is to explain how each option will affect the project’s timeline, budget, and final design. It's essential to provide a thorough analysis so that we can collectively decide on the most suitable solution, taking into account the needs of all involved disciplines. This process helps the client see why certain design changes may require more time or adjustments, making them more aware of the challenges we face. By keeping them engaged and involved in decision-making, the client feels more connected to the process, which strengthens collaboration and trust throughout the project.

Once the discussion is complete and a course of action is decided, the next step is to adjust the designs accordingly. The earlier discussions and evaluations make this process clearer and more straightforward. However, maintaining open communication remains crucial to keep everyone informed about changes to the timeline, budget, and schedules. Personally, I prefer to create a copy of the original design and make changes on the copy. This allows me to present both the original and the revised designs to the client. It helps them understand the changes better and provides the flexibility to revert to the original design if needed, without having to undo any modifications. This approach ensures transparency.

As the saying goes, communication is key. I believe clients have every right to know about any changes being made, even if they’ve been previously discussed. I make it a point to keep them informed about all modifications and progress throughout the project. This approach not only helps in avoiding additional changes by the client but also builds trust and ensures a smoother change process. By providing regular updates, I make it easier for clients to understand the ongoing adjustments and the reasons behind them. This continuous education helps demystify the complexities of the project, reinforcing their confidence in my expertise and maintaining a transparent and collaborative working relationship.