Delays are part of the game—every contractor knows that. Whether it's due to weather, supply chain issues, or waiting on permits, things will get pushed back. If they don’t, then you’ve got the luck of the gods on your side. But here’s the thing: delays themselves aren’t what can sink your reputation; it’s how you handle them that will.

When explained properly and transparently, clients will generally be understanding of a delay. It’s when the communication breaks down, that clients start to lose faith and get frustrated. That is to say, it's not a two-week delay that bothers them, it's the two weeks of radio silence. And suddenly, that promising referral stream dries up, and instead, you're left with a bad review and an unhappy client.

The Classic "I’ll Be Back on Monday."

To put it into terms that we can all certainly understand, ever had that one subcontractor who promises they'll be back to finish some electrical work after the weekend, but when Monday rolls around, it's crickets? All of a sudden, you’ve got to reschedule your crew’s schedules, push projects back, and communicate these changes all the way up the chain. 

Whatever the reason for the subcontractor delaying the work, you’re left waiting and could even be wondering if they’ve packed up for good. But what if these changes were communicated to you before the no-show on Monday morning? You’d have a grasp of the full picture, and could have proactively planned for the shift in timeline. This is exactly how a customer will feel if their promised timeline is changed without communication. 

In the customer's eyes, a contractor disappearing off the grid can feel like betrayal, plain and simple. You’re building them a dream, and then all of a sudden, it's like you’ve vanished with no words. But you know that you didn’t just vanish, in fact there’s likely extremely reasonable scenarios that cause these delays, but these communication breakdowns are preventable. All it takes is a simple heads-up, and nine times out of ten, they'll respect the hustle as long as you’re upfront about it. So, how do you effectively communicate delays and shifts in timelines? Let’s get into it. 

Passing the Baton Without Dropping It

Proper communication in job site delays isn’t just supposed to happen between you and your clients, it needs to happen with your team as well. So before we dive into communication with your clients, we need to set the lay of the land with what can happen internally. 

Unfortunately, improper communication happens more often than we like to admit—crews change, new subs come in, and suddenly, things slow down because nobody briefed the new guys. That seamless flow from framing to drywall? It just hit a speed bump because someone didn’t check the specs.

Instead of showing up ready to hit the ground running, your team spends half the day figuring out what’s what, and where the other crew might have left off. If a customer is on site, that’s where they’ll start to notice the cracks. Handing off jobs between teams, phases, or subcontractors needs to be like passing a baton in a relay race—smooth, clean, and simple. 

So How Do You Pass The Baton? 

• Clear Documentation & Notes:
  Keep detailed project notes that anyone can pick up and understand. Things like materials used, exact measurements, change orders, and any issues that came up should all be included.
  
  
• Progress Reports:
  Whether it’s a daily email, a quick message to the foreman, or an automatic report in your project management software, an end-of-day update makes sure the next crew can pick up right where the last one finished.
  
  
• Pre-Shift Briefing:
  When new subs or crews arrive on-site, taking a quick 5-10 minutes to brief them on the project’s status will go a long way. A quick huddle to cover what’s been done, what needs to get done, and any key safety measures they need to follow will make sure nobody is wasting time figuring things out.
  
  
• Photos and Videos:
  Visual support is a game-changer. While you or your team are working through a project, take photos or quick videos of critical elements before a crew finishes up a section of the project. This lets the incoming team see exactly how things were left, avoiding guesswork and potential errors.

Where It Goes Wrong with Clients

Passing the baton between crews is essential for internal communication, however, clear communication with clients can make or break their experience with you. When clients aren’t in the loop, frustration mounts, so to get ahead of the game, here are some common spots where communication can be improved:

Overpromising: The Classic Bait-and-Switch

Whether we like to admit it or not, we’ve all been guilty of overpromising on timelines to win the job. "Three weeks, tops!" It's great in the sales pitch, but when three weeks turns into three months, your client will start wondering what happened. Overpromising is a short-term play that commonly backfires more often than not. If you over promise on a timeline, clients lose faith. Simple as that. 

Silent Delays

Like we talked about before, projects get delayed for various reasons. But when the client doesn't hear about it until it's too late, you’re going to lose their trust, and potentially their business. Clients will be left feeling disrespected and undervalued, and nothing kills a relationship faster than being left in the dark. And when that relationship is broken, you can bet your bottom dollar that a negative google review will be coming in soon enough. 

Here’s How to Proactively Improve Client Communication 

Now that we’ve gone over some of the common pain points, here’s how you can easily stay ahead of these communication breakdowns and keep your clients happy:

Set Realistic Expectations from Day One

From the very start, set realistic expectations. Communicate a clear and honest timeline, and don’t promise the moon just to land the deal. Giving yourself, and the team some breathing room on deadlines is always a better play. If you beat it, your client feels like they’ve got an A-team working for them, and you avoid the constant pressure of racing against unrealistic goals. 

Communicate, Communicate, Communicate

Did the weather delay a shipment? Tell your clients immediately. Is your supplier backordered on siding? Keep them in the loop. Subcontractor vanished into thin air? You know what to do. A five-minute call or quick text can prevent frustrations from boiling over into negative reviews. When you go quiet, clients start imagining the worst, and that’s when you lose control of the narrative. Regular updates, no matter how small they are, build trust and manage expectations.

Streamline Client Communication With Bolster

Bolster simplifies client communication to the point where you don’t even need to think about it. If you haven’t already discovered Bolster, then you’re in for a treat. Through Bolster’s built-in chat features and automated scheduling updates, there are no more missed texts or delayed calls. Everything is centralized—from client communication to group chats with subcontractors, suppliers and workers, it’s all managed from one platform, and project updates are sent automatically and directly without any extra steps.

• Chat Features: Directly message clients or internal contacts within the platform to discuss change orders, ask for quick approvals, or provide updates. All communication is centralized, reducing the risk of communication slipping through the cracks.
  
  
• Automated Scheduling Changes: If there’s a shift in the timeline, Bolster automatically sends clients real-time notifications about scheduling changes. They’re never left wondering where the project stands, and this process is automated for you.
  
  
• Progress Tracking: Clients can log into the platform (through their quote!) at any time to see up-to-date progress on their project. This eliminates the need for constant back-and-forth to get updates.
  
  

With Bolster, you ensure your clients and crews are informed and confident in the process, every step of the way. The old ways of chasing down clients, potentially leaving them in the dark, or over-promising to win the job are over. It's time to bring your construction business into the 21st century and give your clients the experience they deserve. 

Schedule a demo with Bolster today and see how it can transform the way you manage your projects—and your client relationships.