How can you manage expectations with clients who frequently change their minds mid-project?

At a midstream oil and gas company, project manager Laura begins a new pipeline project with a detailed initial agreement. She sits down with the client to outline the project scope, deliverables, timeline, and costs. This agreement includes a clear change management process to handle any future modifications. By establishing these terms upfront, Laura sets clear expectations and minimizes misunderstandings. When the client later requests changes to the pipeline route, Laura refers to the initial agreement to ensure that the client understands the implications, such as additional costs and extended timelines.

Handling such a situation requires clear communication and flexibility. First set defined project goals, timelines, and scope from the outset. Establish a change management process, detailing how changes will be handled, including potential impacts on timelines and costs. Maintain regular, transparent communication through status updates and meetings to address concerns promptly. Document all changes and decisions to keep everyone on the same page. Emphasize and remind the importance of adhering to the agreed plan for successful project completion.

It’s fine to have flexibility when you are in the ideation/ discussion phase of a project. But when you begin building the project, that’s when the flexibility needs to stop. Just like developers have code freezes to allow time for testing and bug fixes and such before major deployments, you need to also have a requirements freeze before you go into build mode. Make sure the client knows that up front and signs off on the project at the time you do the freeze. Then any changes will come after the first build as a phase two/ follow on project.

Rachel, a project lead at a midstream oil and gas company, manages a critical pipeline maintenance project. At the project's start, she explains to the client the flexibility limits within which changes can be accommodated. Rachel clearly defines what aspects of the project can be adjusted and which are fixed due to regulatory, safety, or budgetary constraints. When the client later requests a significant change in the project scope, Rachel reminds them of the agreed-upon limits and suggests alternative solutions that stay within the established boundaries, maintaining project integrity and avoiding major delays.

Managing expectations effectively also involves setting up contingency plans for unforeseen changes. Regularly updating project documentation and maintaining transparent records of all client communications can help avoid misunderstandings. Leveraging project management software to track changes and their impacts can provide real-time insights, aiding in better decision-making. Training the project team to handle client interactions professionally and empathetically can further improve client satisfaction. By combining these strategies, a midstream oil and gas company can navigate client changes smoothly, ensuring project success and maintaining strong client relationships.

Managing expectations with clients who frequently change their minds mid-project involves clear communication and flexibility. Begin by establishing a detailed project plan with milestones and deliverables. Regularly update the client on progress and potential impacts of changes. Set boundaries and explain the consequences of frequent alterations on timelines and costs. Offer alternatives and solutions that align with their evolving needs. Maintain a collaborative attitude, but ensure agreements are documented. This approach keeps the project on track while accommodating the client's needs.