First of all no one likes change orders. They are hard conversations to have with an owner. However, if you are keeping everyone informed as you should be, this should never be a surprise, even though they do not like it they will at least understand the why and how. Then assure them that you will be continuing to monitor the project to find savings opportunities for the owner’s consideration to level out the change order.

Listen Actively: Understand client concerns to address them effectively. Build Rapport: Establish a positive relationship to foster trust. Be Transparent: Share information openly to minimize misunderstandings. Focus on Solutions: Propose alternatives that meet both parties’ needs. Stay Calm: Maintain composure to navigate tensions smoothly.

Handling client dissatisfaction during change order negotiations is like calming stormy seas—stay steady and steer towards common ground. In a recent project, a client was unhappy with added costs. We openly acknowledged their concerns and provided a breakdown of the changes' value and necessity. Then, we offered options to adjust the scope or find cost-saving measures elsewhere. Regular follow-ups reassured the client and showed our commitment to meeting their needs. This transparent approach turned frustration into collaboration, as we navigated through the changes together and rebuilt trust while reaching a mutually beneficial agreement.

In change order negotiations, client dissatisfaction often stems from unexpected costs or delays. As a Quantity Surveyor, I address this by ensuring clear communication from the start, providing detailed explanations of cost variations, and offering transparent solutions. Building trust through honest dialogue and managing expectations helps resolve concerns, leading to smoother negotiations and better client satisfaction.