Dealing with a demanding client in construction. How can you manage their need for constant updates?

1 Set Expectations

Right from the start, it's essential to establish clear expectations with your client. This involves discussing how often you'll provide project updates and what form they will take—whether through weekly emails, scheduled calls, or regular meetings. By setting these terms early on, you create a structured communication plan that can help alleviate the client's anxiety about progress and prevent misunderstandings. It also enables you to focus on the work at hand without being constantly interrupted for updates.

2 Communication Plan

Creating a detailed communication plan is a game-changer when managing a demanding client. This should outline the specific times and methods for updates, as well as who in your team will be their point of contact. By having a plan, you ensure that the client knows when to expect information and that they're not left in the dark. It also helps distribute the workload among your team members, so the responsibility doesn't fall on one person's shoulders.

3 Progress Reports

Regular progress reports are invaluable for keeping clients in the loop. These should be comprehensive yet concise, covering milestones reached, issues encountered, and next steps. By providing a clear snapshot of the project's status, you reassure your client that their investment is in good hands. Moreover, it can reduce the number of ad-hoc update requests you receive, as your client will be aware that a formal report is forthcoming.

5 Utilize Technology

Leveraging technology can significantly streamline communication with your client. There are various project management tools available that allow clients to view real-time updates on their project's progress. This not only gives them the information they crave but also reduces the time you spend on manual updates. Choose a platform that is user-friendly and make sure your client is comfortable using it to maximize its effectiveness.

6 Personal Touch

Despite all the formal communication strategies, never underestimate the power of a personal touch. Sometimes, a quick, informal update or a reassuring conversation can go a long way in managing a demanding client. It shows that you value their involvement and understand their need for reassurance. Balancing professionalism with personal care can strengthen your relationship with the client and lead to more successful project outcomes.