How to Handle Client Communication in Built Simple: Professional Client Management

Effective client communication is essential for construction projects. Built Simple provides tools to ensure transparency, manage expectations, and maintain clear records of all interactions. From portal setup to milestone tracking, this guide walks builders through professional client management for improved satisfaction and efficiency.

Step 1: Set Up the Client Portal

Enabling Client Access

Go to the “Clients” section.
Click “+ Add Client”.
Enter client details: company/name, primary contact, email, phone, billing address.
Tick “Enable Portal Access”.

“If you haven’t set up your projects yet, see [How to Create Your First Construction Project in Built Simple: Step-by-Step Guide] for complete instructions.

Portal Invitation:

Branded email sent automatically
Client creates password
Logs in at portal.builtsimple.com
Sees only their projects with a customised experience

Portal Customisation

Branding Options: Add logo, colours, welcome message, and contact details via Settings → Client Portal
Content Control: Show clients progress, approved photos, milestones, weather delays, and key documents. Hide internal notes, costs, and team discussions.

Learn more in our Portal Customisation Guide.

Step 2: Use Communication Channels

Built-In Messaging

Client Messages: Separate from team chat; supports text, file attachments, photos, read receipts, and response tracking.
Message Management: Searchable history, export options, assign messages to team members, and pre-built response templates.

Email Integration

Automated Emails: Schedule weekly progress summaries, milestone notifications, and daily photo updates.
Email Templates: Customise messages for project kickoff, progress updates, delays, variations, and completion notices.

Set up automated updates with our Automated Reporting Guide.

Step 3: Provide Progress Reporting

Visual Updates

Progress Photos: Tag, auto-organise, and caption high-resolution photos; before-and-after comparisons.
Progress Dashboards: Show overall completion %, current phase, days remaining, next milestones, and weather delays.

Milestone Tracking

Define key milestones (e.g., slab complete, lock-up stage, practical completion).
Link milestones to payments with automatic notifications.
Generate milestone reports with photos, quality sign-offs, and next steps.

Explore milestone reporting in Professional Reporting Guide.

Step 4: Manage Documents and Approvals

Document Sharing

Organise client-accessible folders: Contracts, Plans, Selections, Invoices, Reports, Photos.
Control sharing with version control, approval tracking, download permissions, expiry dates, and watermarking.

Approval Workflows

Upload document and select “Request Client Approval”.
Client reviews and signs digitally; timestamp logged.
Use for variations, material selections, progress payments, or final sign-offs.

For tips on managing and sharing files efficiently, refer to [How to Manage Documents and Files in Built Simple: Complete Guide].

Step 5: Financial Communication

Payment Management

Invoices: branded, clear line items, with photos and multiple payment options.
Payment Tracking: Clients view invoice history, status, download receipts, track retention, and schedule payments.

Progress Claims

Generate claims from schedule.
Include evidence: completed work, progress photos, compliance documents.
Client reviews and approves online.

Transparency: Choose what to show; detailed costs, markup/margins, labor hours, supplier invoices, or profit amounts.

To link claims and milestones with your project timeline, see [How to Use Schedule Management in Built Simple: Complete Guide for Web and Mobile].

Step 6: Handle Variations

Change Requests

Client-Initiated: Clients submit requests with descriptions and references; team prepares quote and approval workflow.
Builder-Initiated: Document site conditions, compliance needs, or opportunities; prepare variation with clear cost and timeline impact; client approval obtained.

Variation Tracking: Logs all changes, cost and timeline implications, and approval history.

Track variations efficiently with our Variation Management Guide.

Step 7: Organise Meetings

Virtual Meetings

Schedule video or phone calls with agenda, attached documents, calendar invites, and reminders.
Log attendance, minutes, decisions, assigned actions, and follow-ups.

Site Meetings

Schedule in app, include site address, parking, safety requirements, and weather contingency.
Use mobile check-in, photo documentation, issue logging, and instant sharing.

Step 8: Quality Assurance Communication

Inspection Reports

Share completed inspection results with photos, issues highlighted, resolutions noted, and client copies sent.

Handover Process

Pre-Handover: Schedule walkthrough, prepare documentation, keys organised, client notified.
During Handover: Mobile inspections, real-time issue logging, photo documentation, sign-offs captured, manuals provided.

Step 9: Communication Practices

Response Times

Urgent: 2 hours
Normal: 24 hours
Non-urgent: 48 hours
Automated out-of-office messages
Escalation paths clearly defined

Communication Tone

Always professional, concise, positive, solution-focused, and jargon-free.

Templates and Scripts

Pre-written for weather delays, material shortages, change requests, additional costs, and timeline updates.
Customisable with greetings, project-specific details, client preferences, previous context, and clear next steps.

Step 10: Mobile Client Features

Clients access real-time updates, photo galleries, messages, documents, and payment management via the app.
Builders can send quick photo updates, voice messages, location check-ins, status reports, and alerts.

Step 11: Automation Features

Smart Notifications

Trigger-based alerts for milestone completion, phase changes, delays, document uploads, and payments.
Customisable rules for frequency, timing, content filters, channels, and client preferences.

Report Generation

Scheduled: Weekly summaries, monthly progress, photo journals, financial status, quality reports.
On-Demand: Clients can generate current status, photo galleries, document packages, payment history, and communication logs.

Step 12: Managing Difficult Situations

Delay Communications

Prompt notification, clear explanation, impact assessment, resolution plan, timeline update, and follow-up scheduled.
Document all communication, with photos, written confirmations, and change impacts.

Dispute Resolution

Maintain full communication trail with timestamps, linked documents, and decisions.
Escalation process: initial discussion → formal documentation → management → third-party mediation → legal preparation.

For detailed guidance, see Dispute Management Guide.

Step 13: Analytics and Feedback

Track response times, client satisfaction, portal usage, message volume, and issue resolution.
Gather client feedback via automated surveys, milestone check-ins, completion reviews, NPS scoring, and testimonial requests.
Use feedback to improve processes, train team, update templates, and share successes.

Step 14: Security and Privacy

Encrypted communications, secure portal, access controls, audit trails, and compliance-ready.
Client data isolation, permission levels, sharing restrictions, retention policies, and deletion rights ensure privacy.

Step 15: Best Practices Summary

Do’s

Respond promptly
Document all interactions
Use professional tone
Share progress regularly
Set clear expectations
Follow up on commitments

Don’ts

Overpromise
Hide problems
Use technical jargon
Delay bad news
Ignore messages
Share internal team discussions

Quick Reference

Client Portal URL: portal.builtsimple.com

Emergency Contacts:

Accessible in app
After-hours process
Escalation chain
Emergency procedures

Next Steps

Enhance client relationships:

Need Help?

Support: [email protected]
Guides & Tutorials
Best practices: Video guides
Live support: In-app chat

Core Features

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