Managing Client Relationships and Representatives

Platform: Both (Web Application and Mobile App)
User Type: Org Admin / Admin
Difficulty: Intermediate
Estimated Time: 15 minutes
Last Updated: September 2025

Quick Summary

Optimise your client relationships through effective management of Client Representatives, communication workflows, and approval processes. Learn best practices for maintaining professional relationships while ensuring efficient daywork approval and billing processes.

What You'll Learn

Manage multiple Client Representatives for different project types and approval levels
Establish clear communication protocols for daywork approval workflows
Handle client relationship challenges and approval delays professionally
Optimise client onboarding for smooth daywork processes
Maintain long-term client relationships through transparent documentation
Configure client-specific preferences and approval requirements

Before You Start

Prerequisites:

Dayworkbook account with Admin permissions
Established clients in your Directory
Understanding of your typical client approval processes and requirements

You'll Need:

Current client contact information and organisational structures
Knowledge of client approval hierarchies and authorities
Understanding of different client communication preferences
Awareness of project-specific approval requirements

Understanding Client Relationship Dynamics

Types of Construction Clients

Builders and Main Contractors

Characteristics: Professional construction management, formal approval processes
Approval Style: Often require detailed documentation and formal sign-off procedures
Communication: Prefer professional emails and structured documentation
Timeline: Usually understand construction schedules and approve promptly

Property Developers

Characteristics: Cost-focused, project timeline sensitive
Approval Style: May require multiple levels of approval for larger variations
Communication: Often prefer summary information with detailed backup available
Timeline: Quick decisions but may need time for larger cost implications

Property Managers and Facility Managers

Characteristics: Ongoing relationship focus, maintenance and repair work
Approval Style: Generally streamlined for routine work, formal for major items
Communication: Prefer clear, practical communication about work scope and timing
Timeline: Usually flexible but appreciate advance notice

Mining Companies and Industrial Clients

Characteristics: Safety-focused, compliance-heavy, formal processes
Approval Style: Detailed documentation requirements, safety considerations
Communication: Formal documentation with safety and compliance focus
Timeline: May have complex approval hierarchies causing delays

🎯 Key Point: Tailor your approach to each client's culture, processes, and communication preferences

Step-by-Step Instructions

Step 1: Audit and Optimise Client Representative Setup

Review your current client representatives for completeness and accuracy:

1. Navigate to Directory > Clients

2. Review each client's Representative list

3. Verify contact information is current and complete:

Name: Full name as preferred for professional communication
Phone: Current mobile number for urgent communications
Email: Active business email address
Role/Title: Position within client organisation

4. Identify gaps or outdated information

Best Practices:

Maintain at least 2 representatives per client for coverage
Include both operational and management level contacts
Update contact information promptly when changes occur
Test communication channels periodically

💡 Pro Tip: Document each representative's approval authority and preferred communication style

Step 2: Establish Client-Specific Approval Workflows

Configure approval processes that match each client's requirements:

High-Touch Clients (Formal Processes):

Documentation: Detailed work descriptions and comprehensive photo documentation
Approval Method: Email approval with formal documentation trails
Timeline: Allow extended approval periods for internal review processes
Follow-up: Structured follow-up schedule for pending approvals

Streamlined Clients (Efficient Processes):

Documentation: Clear but concise work descriptions
Approval Method: In-person signing when possible for immediate approval
Timeline: Same-day or next-day approval expectations
Follow-up: Direct communication for any issues or delays

Compliance-Heavy Clients (Regulated Industries):

Documentation: Comprehensive safety and compliance information
Approval Method: Formal email processes with extensive documentation
Timeline: Extended approval periods for safety and compliance review
Follow-up: Formal communication through designated channels only

🎯 Key Point: Match your workflow to client expectations for better relationship outcomes

Step 3: Implement Communication Best Practices

In-Person Approval Process:

1. Preparation: Have device ready with sheet loaded and reviewed

2. Presentation: Walk through work completed and documentation

3. Explanation: Clearly explain any variations or additional work

4. Questions: Address any queries about scope, quality, or timing

5. Signature: Guide through signature process efficiently

💡 Pro Tip: Prepare standard email templates for different client types to ensure consistent, professional communication

Step 4: Handle Approval Delays and Rejections Professionally

For Delayed Approvals:

1. First Follow-up (2-3 days): Polite reminder with original documentation

2. Second Follow-up (1 week): Phone call to discuss any concerns

3. Escalation (2 weeks): Contact alternative representative or manager

4. Documentation: Keep records of all follow-up attempts

For Rejected Approvals:

1. Understand Reasons: Request specific feedback about rejection

2. Review Work: Assess if rejection is justified based on work performed

3. Discussion: Arrange meeting to discuss concerns and potential solutions

4. Resolution Options: Modify documentation, credit work, or provide additional information

5. Learning: Use feedback to improve future documentation and communication

Step 5: Optimise Client Onboarding Process

Establish smooth processes for new clients:

1. Initial Setup Meeting:

Explain daywork process and documentation standards
Identify appropriate Client Representatives and approval hierarchy
Discuss communication preferences and timelines
Set expectations for work documentation and approval

2. Trial Period:

Start with smaller works to establish workflow
Request feedback on documentation format and detail level
Adjust processes based on client preferences
Build trust through consistent, professional service

3. Ongoing Relationship:

Regular review of processes and satisfaction
Proactive communication about changes or improvements
Consistent documentation standards and quality
Prompt response to queries and concerns

🎯 Key Point: Invest time in client onboarding to prevent issues and build long-term relationships

Step 6: Monitor and Improve Client Satisfaction

Key Performance Indicators:

Approval Times: Track how quickly clients approve daywork sheets
Rejection Rates: Monitor percentage of rejected or questioned sheets
Payment Timing: Measure time from approval to payment
Communication Effectiveness: Track response times and query resolution

Regular Review Process:

1. Monthly Analysis: Review approval patterns and identify issues

2. Client Feedback: Periodically request feedback on processes and documentation

3. Process Improvement: Adjust workflows based on client feedback and performance data

4. Team Training: Share client preferences and best practices with team

Relationship Maintenance:

Regular Check-ins: Periodic contact beyond daywork approvals
Project Reviews: Post-project discussions about processes and outcomes
Industry Updates: Share relevant industry information or innovations
Professional Development: Maintain current knowledge of client industry developments

Step 7: Handle Multi-Representative Clients

For clients with multiple representatives:

1. Clear Hierarchy: Understand approval authority levels

2. Project-Specific Assignment: Assign appropriate representatives to different project types

3. Communication Matrix: Know who to contact for different issues or project phases

4. Backup Coverage: Ensure alternative contacts for holidays or unavailability

Example Client Structure:

ABC Construction Ltd

├── Site Manager (Day-to-day approvals up to $5,000)

├── Contract Administrator Manager (Approvals $5,000-$20,000)

├── Project Manager (Major variations over $20,000)

Step 8: Leverage Technology for Better Relationships

Use Dayworkbook features to enhance client relationships:

1. Professional Documentation: Ensure sheets reflect company branding and professionalism

2. Photo Documentation: Use comprehensive photos to build trust and transparency

3. Email Integration: Leverage email approval for client convenience

4. Reporting Features: Provide summary reports for client project management

5. Access Management: Give clients appropriate access to view their project history

💡 Pro Tip: Professional, consistent documentation builds trust and reduces disputes

Understanding the Results

After implementing effective client relationship management, you should have:

Streamlined approval processes tailored to each client's preferences and requirements
Professional communication protocols that enhance your company's reputation
Reduced approval delays through proactive relationship management
Higher client satisfaction through transparent and efficient processes
Better payment timing from improved client relationships and trust
Long-term client retention through consistent professional service

Your client relationship management now supports both operational efficiency and business growth.

Troubleshooting Common Issues

Problem: Clients frequently delay or forget to approve daywork sheets
Cause: Unclear communication, buried emails, or complex approval processes
Solution: Simplify approval emails with clear subject lines. Set up reminder systems. Consider in-person approvals for time-sensitive work.

Problem: High rejection rate or frequent queries about work documentation
Cause: Insufficient detail, unclear descriptions, or mismatched client expectations
Solution: Increase photo documentation. Improve work descriptions. Schedule client meeting to understand documentation preferences.

Problem: Difficulty reaching Client Representatives when approval needed
Cause: Outdated contact information or over-reliance on single contact
Solution: Regular contact information updates. Establish multiple representatives per client. Create escalation procedures for urgent approvals.

Problem: Clients questioning daywork charges or resource usage
Cause: Lack of transparency, unclear pricing, or poor work documentation
Solution: Improve rate transparency. Provide detailed resource breakdowns. Include more comprehensive photo documentation and work descriptions.

Problem: Inconsistent approval times between different clients
Cause: Different client processes and varying relationship quality
Solution: Understand each client's internal processes. Tailor communication and follow-up schedules to each client's preferences and timelines.

Problem: Breakdown in client relationship affecting approval processes
Cause: Poor communication, quality issues, or unmet expectations
Solution: Schedule face-to-face meeting to address concerns. Review and improve processes. Consider mediation or escalation to client management.

What's Next?

With optimised client relationship management, your next steps are:

Team training - Ensure all team members understand client-specific preferences and processes
Process documentation - Create internal guides for handling different client types
Performance monitoring - Track relationship metrics and improvement opportunities
Business development - Use satisfied clients for referrals and testimonials

Still Need Help?

If this article didn't solve your issue:

Check Setting Up Your Directory for general resource configuration guidance
Review Creating a Daywork Sheet to see how labour tracking appears in practice
Contact support via website or in-app chat
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