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OPINION
Adapting to new challenges
Client managers face new challenges post-pandemic, requiring increased client contact, realistic budgeting, and managing expectations for success.
I f you are a client manager, you know these are challenging times in the AEC industry. It’s hard to build trust and maintain positive relationships with key clients when so much is outside of your control. Our client management plan at Fleis & VandenBrink was working fine until the pandemic changed everything. Like other engineering and consulting firms, it seems like we’re continually getting slapped with new challenges. The sudden rise of inflation, combined with supply chain shortages, negatively impacted the planning and delivery of our projects, but we’ve found ways to adapt.
Matt Johnson, PE
We have found that more client contact and being transparent about items that could impact a project is a best practice for success. We are all having to do a little bit more to educate our clients, but if clients don’t know what’s happening and why, they may lose trust in you. At F&V we promote going the extra mile to satisfy customers which includes: ■ Setting realistic construction budgets. We have a saying at F&V: “Bad news does not get easier with time!” While some clients may get sticker shock at first, setting realistic expectations at the beginning is better than explaining why the low bid is not even in the ballpark.
Setting a realistic construction budget can be difficult to keep pace with the current market conditions. Keeping clients informed of the current bidding climate is also vital. You will need to update your opinion of construction costs regularly during the process. We have also found that another set of eyes to review the budget is extremely beneficial. Sometimes, project managers subconsciously think the client will be upset and cancel the project if we present a budget that is too high. However, having an unbiased opinion helps identify if the project is being underestimated.
See MATT JOHNSON , page 8
THE ZWEIG LETTER JANUARY 15, 2024, ISSUE 1520
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