If you’re a general contractor (GC), I’m going to tell you what you likely already know. But it bears repeating: You can’t afford to fall behind on a project.
Despite this, a recent SmartPM poll of 3,500 construction professionals found that 70% of projects in the dataset missed their scheduled targets. Missteps and unforeseen circumstances can increase costs and erode profit margins. For smaller general contractors, a delay in new home construction, for example, can result in lost dollars and dissatisfied clients.
I had a client who was a builder. He had some foul weather cause a delay with the pouring of a home’s foundation. His plumbing subcontractors then experienced issues with a labor shortage, and it caused a ripple effect with the finishing work. In total, the project’s completion date sailed three weeks past the prescribed deadline. He made less money than initially projected on the job. The delays and cost overruns also strained his relationship with the homeowners and hurt his reputation which proved even harder to recover from than the lost profit.
Why Timelines and Expectations Go Hand in Hand
Every GC knows the deal. Weather problems, late inspections, and unexpected client change requests are common. These delays are bad enough by themselves, but the client’s reaction to them may hurt even more.
The timeline on a project creates more than just an expectation. It involves making a promise. When a prospective homeowner is left in the dark with no explanations, doubt begins to creep in. Trust breaks down. These emotions may cause clients to hold back final payments and can potentially impact your business’s reputation.
On the other side of the coin, contractors who keep clients in the loop during the ups and downs of the building process can use these situations to their advantage. Honesty and transparency help turn pitfalls into opportunities for greater trust.
Keeping a project on time is critical. But letting the homeowner know when not everything goes as planned is equally important. Otherwise, bad reviews can spread quickly.
Foundations of Effective Timeline Management
An in-demand GC knows the key to a profitable job starts before any of the physical construction begins. The planning stage is where you set the expectation for job completion and subsequent homeowner happiness.
How do you get there? Take these measures:
Break projects into phases.
Divide the construction timeline into three distinct phases that the client can visualize:
For example:
- Pre-construction: Acquiring permits and ordering materials.
- Construction: Maybe you’re installing plumbing, testing electrical systems, and overseeing other hands-on activities.
- Final stage: Walk-throughs and punch list items.
Identify dependencies.
In construction projects, one foot needs to come before the other. You can’t finish floors before you hang the drywall. You can’t install kitchen cabinets and fixtures until the home is under roof. Plotting out these dependencies can keep your schedule moving in a timely fashion.
Account for lead times.
I worked with a contractor whose client wanted exotic tigerwood floors throughout the first floor. Knowing it would take 16 to 20 weeks to receive the flooring, the GC ordered it right after the contract was signed. This foresight helped the job stay on schedule.
Be realistic, not over-optimistic.
When you make bold promises, it’s easy to fall short. Hashing out an achievable deadline won’t create unreasonable expectations. Put in a cushion for unknowable but maybe inevitable setbacks so those client expectations are grounded in reality.
Communicating Timelines with Clients Early and Often
Even optimal timelines can disappoint if clients have inadequate knowledge of them. Put their minds at ease by carefully reviewing scheduling before and during the job.
Before the work starts, guide the client through general and specific construction stages, where possible. Cover the circumstances that can bog the job down along with what you’ll do to get things back on track as best as you can. Honesty is always the best policy.
Seeing schedules fleshed out on paper helps clients understand abstract concepts. It doesn’t need to be fancy. You can use a basic Gantt chart, an annotated calendar, or an uncomplicated job tracker.
No client wants to go weeks without gauging progress. Regular updates in whatever medium you choose will help keep clients engaged and satisfied.
Instead of saying you’ll be done by April 30, use completion stages to set the tone. You can say the painting will be done by mid-March, and countertops will be installed by the end of March. Milestones give clients something to look forward to until the time they can move in.
Common Challenges and How to Address Them
As a contractor, you make plans and the universe makes others. Here are a few ways to consider when dealing with unpleasant surprises:
Weather delays.
Long periods of rain or unbearable heat can bring outdoor work to a standstill. You should consider adding extra time into your job scheduling with a caveat for clients about how nature can delay a project.
Labor shortages.
Your regular subcontractors might be tied up with another job or unable to accommodate your timeline. Don’t rely on just one set of subs. Have a list of reliable backups ready for when your main crews aren’t available.
Supply chain issues.
Sometimes, building materials can be difficult to secure. Make it a practice to order materials early in the process. Verify delivery schedules and, if possible, keep alternative suppliers in case your regular vendors experience delays.
Scope changes.
A builder I know started a home for a client. The GC pared down the plans before the homeowner began requesting frequent changes. It’s critical to have a prescribed method of requesting and implementing change orders so as not to impede progress.
Tools and Best Practices for Staying on Schedule
Complex construction software isn’t necessary, but a few simple tools and platforms can help your business stay organized and on track.
Use project management software.
Many project management software programs can help assist with scheduling jobs. They let you assign duties and systematically share information with clients. The use of a simple digital calendar, for example, can help keep projects on the right path.
Create checklists and templates.
You have standard tasks that you need to perform on each and every job. Creating templates and checklists to log and track these tasks can help reduce errors or oversights that send projects off the rails.
Track progress in real time.
The final stage shouldn’t be the first time you monitor a job’s progress. Evaluate actual work performed with the schedule you’ve set. Catching obstacles in real time can help keep completion dates in sight and achievable.
Managing Client Expectations Throughout the Build
Naturally, you want to finish a project by the expected completion date. Yet, managing client expectations throughout the build is just as crucial.
Over-communicate.
No news on a project is not necessarily good news. Even if you have nothing to report, maintain regular communication with clients. Frequent and simple outreach can help reduce client anxiety and encourage cooperation.
Frame problems as solutions.
Learn how to frame problems in the right light. If you know roofing shingles are on backorder, let the client know you’ve contacted a backup supplier to see if they can obtain the same materials faster.
Document everything.
Each phase of the project should be documented and signed off on by the client. This should apply to change requests and client approvals. Keeping an orderly and detailed file will ensure that all pieces of the project are put in place.
Turn delays into trust-builders.
The builder I know always informs clients that setbacks are nearly inevitable. When hurdles do appear, their disappointment is minimized, and trust between him and those clients is strengthened rather than eroded.
What Should You Do Next?
For small general contractors, managing successful projects isn’t just about completing the job on schedule. It also extends to maximizing profit and keeping customer relationships intact. A meticulously mapped-out schedule helps the job stay on track, but communicating clearly and effectively with clients keeps them in your good graces — even if things go south from time to time.
How does all this transfer to the bottom line? Contractors who become proficient with scheduling and relationship building can distinguish themselves in an uber-competitive industry. If you begin to improve your work processes immediately, you can accomplish two important milestones of your own: finishing projects in a timely fashion while acquiring new clients along the way.