How to Manage Difficult Clients

Building Success Despite Difficult Clients

Building a new home or renovating a home is never easy and there will be numerous challenges as builders and clients work together to complete the project.

There may be the odd misunderstanding, and sometimes disagreements, but together, the owner and the builder can get the job done.

Unfortunately, there are times when the behaviour of the client can make the job extremely difficult and result in a project being unsuccessful. There are some clients whose expectations or demands are unreasonable, and they will never be satisfied. These difficult clients can make a project a disaster for a builder.

“Unfortunately, there are times when the behaviour of the client can make the job extremely difficult and result in a project being unsuccessful.”

It is important for builders to understand that a client who is careful about how the money is being spent, that wants everyone to follow the contract, wants to inspect building work, and or has some questions is not necessarily a difficult client. These are all reasonable things for a client to do.

A difficult client is the client who in simple terms treats a builder like an employee and not a business. A difficult client is the client who tells the builder they are bound by the contract but won’t be bound by it themselves. A difficult client is the client who wants to be regularly on-site and directs not only the builder, but also the trades and suppliers as well.

“A difficult client is the client who in simple terms treats a builder like an employee and not a business.”

Ideally, a builder will be able to identify a difficult client before a contract is signed and will be able to decide whether to proceed with the job or move onto the next prospect. Keep in mind, a customer who is difficult before a contract is signed is unlikely to change once work commences. Usually, the difficult client is a frustrated would-be ownerbuilder, or a client who wants to control the job with the expectation they can do a better job than the professional builder. They are unlikely to ever be happy with the builder as they believe they can do the job better themselves.

“Ideally, a builder will be able to identify a difficult client before a contract is signed and will be able to decide whether to proceed with the job or move onto the next prospect.”

If a builder finds themselves dealing with a difficult client, they need to make sure that they follow the contract, properly administer their contract, and never allow the client to ignore the contract. In particular, all extensions of time need to be claimed promptly; and no variations should be carried out until the correct paperwork with all details included is completed and signed by both the client and then the builder. Don’t forget, a builder cannot be compelled to agree to a variation by a client.

“If a builder finds themselves dealing with a difficult client, they need to make sure that they follow the contract, properly administer their contract, and never allow the client to ignore the contract.”

Many difficult clients take advantage of the honeymoon period when a job commences and ignore their obligations. Once this happens, they will expect their non-compliance to be allowed to continue. However, they will rarely let the builder have the benefit of the doubt and will expect compliance at all times from the builder.

“Many difficult clients take advantage of the honeymoon period when a job commences and ignore their obligations.”

HIA members may contact our Workplace Services team to get further advice about the above issues. Our website and regular emails will also have further information for our members.