Owner Communication & Relationship Management

Document Type: Best Practices
Version: 1.0
Last Updated: February 2026
Distribute To: Project Managers, Executives

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Purpose

Establish best practices for managing owner relationships and communication throughout project lifecycle.

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Why Owner Relationships Matter

Benefits of Strong Relationships:

• Repeat business
• Referrals
• Easier issue resolution
• Change order approval
• Payment cooperation
• Positive references

Relationship Risks:

• Disputes become adversarial
• Claims escalate
• Payment delays
• Negative reputation
• No repeat work

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Communication Framework

Formal Communication:

Type	Purpose	Frequency
Progress meetings	Status updates	Weekly
Schedule updates	Timeline tracking	Weekly/Monthly
Pay applications	Payment requests	Monthly
RFIs	Design clarification	As needed
Submittals	Material/equipment approval	As needed
Change orders	Scope/cost changes	As needed
Monthly reports	Comprehensive update	Monthly

Informal Communication:

• Phone calls
• Emails
• Site visits
• Relationship building

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Progress Meetings

Meeting Agenda:

1. Safety (5 min)

   • Incidents/near misses
   • Upcoming hazards

2. Schedule (15 min)

   • Progress vs. plan
   • Look-ahead
   • Issues affecting schedule

3. Budget/Cost (10 min)

   • Change order status
   • Cost concerns
   • Billing status

4. Quality (5 min)

   • Inspection results
   • Issues identified

5. Coordination (10 min)

   • RFI/Submittal status
   • Design issues
   • Owner decisions needed

6. Issues/Risks (10 min)

   • Current issues
   • Potential risks
   • Mitigation actions

7. Action Items (5 min)

   • Review open items
   • Assign new items

Meeting Minutes:

• Distribute within 24 hours
• Include action items
• Note decisions made
• Track open items

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Monthly Reporting

Monthly Report Contents:

Executive Summary:

• Overall status
• Key achievements
• Issues/concerns
• Outlook

Schedule Status:

• Milestone tracking
• Critical path status
• Schedule variance
• Recovery plans (if behind)

Financial Status:

• Budget vs. actual
• Change order summary
• Pay app status
• Forecast

Quality/Safety:

• Inspection results
• Safety metrics
• Incidents (if any)

Photos:

• Progress photos
• Key milestones
• Before/after

Issues Log:

• Open issues
• Decisions needed
• Risks

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Difficult Conversations

When Issues Arise:

Prepare:

• Know the facts
• Understand owner perspective
• Have solutions ready
• Anticipate questions

Deliver:

• Be direct and honest
• Don't hide bad news
• Present solutions, not just problems
• Own your mistakes

Follow Up:

• Document conversation
• Confirm agreements
• Track commitments
• Update regularly

Common Difficult Topics:

• Schedule delays
• Cost overruns
• Quality issues
• Claims
• Change order disputes

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Change Order Communication

Best Practices:

Early Notice:

• Notify of potential change immediately
• Don't wait until you have pricing
• Manage expectations

Clear Documentation:

• Describe change clearly
• Show cause
• Reference contract
• Detail pricing

Prompt Follow-Up:

• Track pending changes
• Follow up regularly
• Escalate if needed
• Document all communication

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Managing Expectations

Set Expectations Early:

• Communication protocols
• Decision timelines needed
• Schedule dependencies
• Quality standards
• Budget limitations

Throughout Project:

• Regular updates
• No surprises
• Honest about challenges
• Celebrate successes

Expectation Mismatches:

• Address immediately
• Clarify misunderstandings
• Document agreements
• Adjust as needed

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Owner Decision Tracking

Decisions Needed Log:

ID	Description	Needed By	Requested	Status

Escalation Process:

• Document decision needed
• Provide options if possible
• State deadline and impact
• Follow up appropriately
• Escalate if unresponsive

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Relationship Building

Beyond the Project:

During Project:

• Site visits/tours
• Milestone celebrations
• Regular face time
• Personal interest

After Project:

• Warranty service
• Periodic check-ins
• Holiday greetings
• Industry events

Building Trust:

• Do what you say
• Be honest
• Solve problems
• Add value
• Be responsive

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Handling Complaints

When Owner Complains:

1. Listen

   • Don't be defensive
   • Understand the issue
   • Show you care

2. Acknowledge

   • Validate concern
   • Take responsibility if appropriate
   • Apologize if warranted

3. Investigate

   • Get the facts
   • Understand root cause
   • Involve right people

4. Respond

   • Address the issue
   • Explain what happened
   • Describe resolution

5. Follow Up

   • Confirm satisfaction
   • Prevent recurrence
   • Strengthen relationship

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Documentation

Document Everything:

• Meeting notes
• Phone call summaries
• Decisions made
• Directions received
• Issues raised

Why Documentation Matters:

• Protects rights
• Supports claims
• Prevents disputes
• Provides history

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Related Documents

• Change Order Management
• Monthly Reporting
• Claims Procedures
• Proposal Management

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Software Integration

BLDR Pro:

• Meeting documentation
• Photo sharing
• Progress tracking
• Communication log

CRM.Construction:

• Relationship tracking
• Client history
• Follow-up reminders

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Template provided by support.construction. Strong relationships build strong businesses.