Builder–Client Communication: Professional, Calm, and Documented
Communication is a contract tool. The objective is not to “be nice” or “be tough”—it’s to reduce ambiguity, accelerate decisions, and preserve evidence.
1. Set a Cadence and Stick to It
- Weekly update: progress summary, key photos, next week plan, decisions required.
- Monthly report: program status, cost status (variations), risks, and forecasts.
- Decision register: selections with deadlines and downstream impacts.
2. Variation and Delay Conversations
When discussing variations or EOTs, always frame:
- Cause: what changed and why it’s outside original scope.
- Cost: the pricing method and evidence (quotes, rates, dayworks).
- Time: the program impact and the critical path logic.
- Decision: approve/decline or propose alternative scope.
3. Minutes: The Builder’s Insurance Policy
Issue minutes within 24 hours with actions, owners, and due dates. If something is agreed verbally, put it in writing the same day.
4. How to Communicate Bad News Without Creating a Fight
Clients don’t like surprises, but they hate surprises late. The most effective method is structured and evidence-based:
- State the issue: what changed (scope, access, authority requirement, latent condition).
- Show evidence: photos, quote comparisons, programme snapshot.
- Offer options: (A) proceed with cost/time impact, (B) alternative scope, (C) defer.
- Ask for a decision: with a deadline and consequences if delayed.
5. Decision Registers Win Jobs
Selection delays quietly destroy programmes. A decision register is a simple SEO-friendly concept that also genuinely protects builders: item, decision required, last responsible date, owner, and status. When it’s visible, decisions happen faster.