If the client changes during a project (or the client project manager changes), then you as the project manager should make sure to clarify all the contract terms and conditions, deliverables, and scope with the new client or client’s project manager.

Obviously the scope will need to be clarified, but it is also important to go over with the new client or project manager all the finer details of the contract to avoid any uncertainty or surprises on their part.

It is not ideal just to let them read the contract. Good communication is important and a proper discussion of the existing terms will make a smoother business relationship.

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1. Know the Scope of Your Project
2. Clarify Ownership Of Drawings
3. Clarify Terminology

If you have multiple points of contact for your project, you, as the project manager, will not be able to control the flow of information properly.

If your client wants to make a change, clarify something, etc, they should have one specific person to communicate with in your organisation. If it is a small project where the project manager has control of all the areas, the contact should be the project manager. If a larger project with design managers, construction managers etc, you could have communication segmented, but each of these areas should only have one decision maker who responds to the client.

On the other side, make sure you have just one person who you contact for all enquiries, clarification etc at the client organisation (their project manager for the project). Communication could then be directed from them to others, but you need key decisions processed (and essentially made or authorized) through that one person.

Without this being done, you could experience decisions being reversed because the information didn’t come from the authorized person.

It is also a good idea to have these “authorized” people to be listed (by title at least, preferably also by name) in the contract. If a direction comes from the client from someone other than the authorized person, a copy of that direction (order) should be sent to the official person for them to authorize.

A single decision make and point of contact saves the backwards and forwards of communication.

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1. Contacts Organiser (database)
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Document all communication with your client (and with suppliers and contractors).

• Even with friendly or familiar clients.

• Client’s project manager may change, so verbal agreements won’t be recognised.

• Possibly use an incoming and outgoing correspondence log.

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1. Document all Changes, Variations, and Agreements
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