daniel chigunwe
Engineering and Construction Matters with Innocent Chatikobo
Every construction project is executed with input from two main parties — contractor and client/owner.
Each one has their specific responsibilities which enable the work to move smoothly. A contractor is the professional who is tasked to perform specific work or services for a client in exchange for payment.
A client is that individual or organisation that receives services, advice or products from a contractor.
A client desires to have a house or product of his dream but is sometimes not prepared to meet the costs associated with it.
On the other hand a contractor would want to produce a high quality product which will work as a future referral for him to get more jobs. However, his efforts are sometimes hampered due to the client being non committal in meeting his end of the bargain.
This can sometimes create conflicts or differences between contractor and client due to client expectations vs contractor’s deliverables. This often leads to accusations and counter accusations.
Client expectations
Client expectations refer to the hopes, needs, and desires that clients have when engaging with a professional, business, or organisation. Understanding client expectations is crucial to delivering high-quality services and building strong relationships. Understanding client expectations is essential to building trust, loyalty, and long-term relationships.
Some of common client expectations include
Expertise: Clients expect professionals to have the necessary knowledge, skills, and experience. They expect high-quality services, products, or results that meet their needs and expectations
Timeliness: Clients expect work to be completed within agreed-upon timelines with contractor exhibiting professionalism in attitude, behaviour, and work ethic.
Responsiveness: Clients expect prompt responses to their inquiries, concerns, or needs.
Value: Clients expect to receive value for their money being treated with respect, courtesy, and empathy.
Proactive approach: Clients expect professionals to anticipate and address potential issues or opportunities.
Personalised service: Clients expect services tailored to their unique needs and preferences.
Contractor’s expectations
Contractor expectations refer to the hopes, needs, and desires that contractors have when working with clients in projects. By understanding these expectations, clients can better work with contractors to ensure successful project outcomes and build strong, productive relationships. Some common contractor expectations include
Clear project scope and goals — vagueness should be avoided;
Well-defined timelines and deadlines which are realistic and should be accompanied by adequate resource and materials provision;
Clearly defined and adhered to payment terms. Too much downward reviews of labour may force contractor to end up employing less skilled manpower;
Respectful and professional communication and honesty by the client;
Fair and reasonable expectations by client backed by the necessary action and resources;
Access to necessary resources and support. Clients should procure material as requested and avoid procurement of substandard material to try and cut costs
Positive and respectful work environment which is also safe and healthy.
Clients and contractor expectations highlighted above are the common sources of conflicts. If expectations are not met,there are bound to be differences. Some of the additional possible sources of conflicts are:
Delays or missed deadlines. Some deadlines are missed due to delays due to circumstances beyond the contractors control e.g. extreme weather conditions
Cost overruns or unexpected expenses e.g. site accessibility which might force contractor to incur additional transport costs;
Quality issues or defects. Clients may go for price instead of quality;
Changes to project scope or requirements. Some sites might force changes in scope of work e.g. rocky areas or areas with weak soils will need extra work in reinforced or special foundations;
Payment disputes or delays e.g. with form of payment. Some contractors prefer cash payments of a specific currency while the client may want to use other payment methods;
Different work styles or cultures e.g. with clients who observe particular Days like the Sabbath whereas the contractor would want to work on that day
Conflicting priorities or interests e.g. the contractor may want to start with a task that makes the next stage easier whereas client prefers that contractor starts with something else;
Unforeseen site conditions or hidden defects as well as design or specification issues;
Permit or regulatory issues e.g. local authority inspections;
Disagreements over warranties or guarantees. There are actions by client that makes warranties void e.g. diversion of pipelines. Client may feel hard done if the contractor refuses to activate the warranty clause because the product has been tempered with.
These conflicts can often be mitigated as contractor and client find each other in addressing each party’s needs and expectations.
Innocent Chatikobo is an engineer by profession with AtroServe Engineering Zimbabwe. He has extensive knowledge and experience in structural engineering and construction. For your comments, views, questions and feedback he can be contacted on the following platforms; Cell: +263 777 950 224; +263 712 376 037; +263 782 502 732;Email: [email protected] Like the Facebook page: AtroServe Engineering Zimbabwe; Follow the Whatsapp Channel: AtroServe Engineering Zimbabwe
Bongani Ndlovu