How Do Construction Project Managers Work With Clients?

How do construction project managers work effectively with their clients? I once heard a quote that resonates deeply: “Superintendents see the future, and project managers read the owner’s mind.” This perfectly encapsulates the relationship between a construction project manager and the client. But how do you develop this relationship? What are the key areas to focus on, and what mindset should you adopt?

In this blog, I’ll guide you through 10 critical considerations for building a strong relationship with your primary client interface. Along the way, I’ll also share a personal story that emphasizes the importance of perspective and how you can avoid common pitfalls. Let’s dive in!

Shifting Your Perspective as a Project Manager

Early in my career, I worked with a remarkable project manager at a university in Tucson. At first, I felt overwhelmed by the high standards and nit-picky requirements from the client—everything from the fence’s color to paperwork details seemed scrutinized.

 I felt victimized and often complained behind closed doors. But then, the director of construction sat me down and asked me to view things from their perspective.

I learned that for them, even minor issues could escalate into major problems involving multiple departments—facilities, public affairs, and even the university’s upper leadership. It dawned on me that I wasn’t just a contractor; I was an extension of their team. 

This realization changed my entire approach. Instead of feeling burdened by their demands, I sought to understand their concerns and find solutions. This shift in perspective made all the difference in fostering a positive working relationship.

10 Key Considerations for Building Client Relationships

Here are the top 10 considerations to help you cultivate strong, successful relationships with your clients:

1. Clear Communication

This may sound basic, but we often underestimate the importance of clear communication. Regular text messages, phone calls, clear visuals, and updates are crucial. Whether it’s through newsletters, emails, or real-time problem notifications, ensure that communication is frequent and transparent.

2. Establish Trust and Build Relationships

Trust doesn’t appear out of thin air—it must be intentionally cultivated. On one project, we held a pre-construction kickoff meeting to build camaraderie with the client and architect. Throughout the project, we continually referred back to the goals we set in that meeting, reinforcing trust and maintaining strong relationships.

3. Understand the Client’s Vision and Requirements

Know your client’s top priorities, which might include design elements, functionality, or specific concerns. Familiarize yourself with their top 10 concerns—understanding these can help you anticipate their needs and exceed expectations.

4. Be Flexible and Adaptable

Projects are dynamic, and your ability to adapt is critical. On one of my projects, we prided ourselves on being nimble and adaptable. The client appreciated this, and it became a significant factor in our success.

5. Deliver Quality Assurance and Control

Nothing builds client confidence more than delivering a high-quality product. Quality should be at the forefront of your efforts, ensuring that you consistently meet or exceed their standards.

6. Manage Budgets and Schedules Transparently

Keep your budget and schedule management clear and accessible. Present them in formats that the client understands, emphasizing key points rather than overwhelming them with data. This transparency will assure your client that the project is progressing smoothly.

7. Proactively Manage Risks

Clients appreciate knowing that you’re actively identifying and addressing risks. Be proactive in demonstrating that you have a clear understanding of potential risks and show them the steps you’re taking to mitigate them.

8. Involve the Client

Involve your client in decisions and progress updates. A client who feels included is less likely to become contentious. By engaging them early and often, you create a partnership that fosters trust.

9. Resolve Conflicts Professionally

Conflicts are inevitable, but how you handle them will define your relationship with the client. Aim for healthy conflict resolution by finding win-win solutions and maintaining a professional demeanor throughout.

10. Provide Post-Project Assistance

Your relationship with the client doesn’t end when the project is completed. Stay involved during the transition phase to ensure a smooth handover and address any concerns they may have.

Final Thoughts

Building and maintaining strong client relationships requires effort, adaptability, and clear communication. By adopting the right mindset and following these key considerations, you can create a partnership that leads to successful project outcomes and satisfied clients.

Remember, it’s not just about delivering a project—it’s about becoming an integral part of the client’s team and understanding their unique needs and concerns. Keep these tips in mind, and you’ll find yourself fostering deeper, more meaningful relationships that will benefit you throughout your career.

Learn more with our additional resources on delivering quality projects, managing risks, and building stronger relationships in the construction industry.