Client Communication & Service Flashcards

Which is the most effective method for presenting complex schedule status to a non-technical owner?

Answer: Provide a summary milestone chart with key risks explained in plain language

Tailoring information to the audience improves understanding and decision-making.

An owner disputes a pay application line item. What is the best first step?

Answer: Meet to review backup documentation and the schedule of values

Reviewing supporting documentation resolves most payment disagreements at the lowest level.

What is the purpose of a value engineering proposal communicated to the owner?

Answer: To offer alternative methods or materials that maintain function at lower cost

Value engineering seeks to preserve required function while reducing life-cycle or first cost.

Which document lists incomplete or defective items to be completed before final acceptance?

Answer: Punch list

The punch list identifies remaining items to be corrected, typically at substantial completion.

When should a contractor escalate an unresolved client issue under a partnering escalation ladder?

Answer: When the issue is not resolved at the current level within the agreed time frame

Escalation ladders move unresolved issues to higher management levels after set time limits.

What is the best way to document daily site conditions that could affect future client claims?

Answer: Maintain accurate daily reports with weather, manpower, deliveries, and events

Contemporaneous daily reports are strong evidence in resolving delays and claims.

Which communication channel is generally the preferred method for giving contractual notice to the owner?

Answer: Written notice delivered as specified in the contract

Contracts typically specify written notice and delivery methods, and failure to follow them can waive rights.