Managing Client Expectations on Active Construction Sites

A hospital administrator once called her general contractor at 7 a.m. because a patient’s family had complained about drilling noise during a renovation happening two floors above the cardiac unit. The contractor had followed every code requirement to the letter. Nobody had thought to explain, in advance, what the family should expect to hear and when. The work was compliant. The communication around it wasn’t, and that gap turned a routine renovation into a tense phone call that nev