In the construction industry, managing and maintaining good relationships with all parties over the duration of a project is often a very challenging task. Among the most testing relationships is that with an over-demanding client – one who expects instant responses, constant changes, and miracles on tight budgets and deadlines.
For most MEP professionals, these situations are common and so the likelihood that you will encounter an over-demanding client in the course of your career is very high, especially on fast-track projects where design and execution overlap. Client in this context can be an end-user client, a Main Contractor, or even a tier 1 M&E Contractor. The demands can be direct or indirect, thus even if you work for a sub-sub-contractor (M or E), you will feel the heat of an over-demanding client at some point. As MEP operatives often say on site, “sh*t flows downhill”, so the heat will come no matter the level at which you operate. However, with the right mindset and communication approach, even the most challenging clients can become long-term partners.
Here are some tips and practical examples of how to handle an over-demanding client on construction projects:
1. Start With Clarity – The Scope Is Your Shield
Many conflicts with clients often stem from unclear or shifting expectations. Thus, a key defence is to have a clear, detailed scope of works established early in the project. Where there are any unreasonable client demands, the detailed scope will serve as a defined baseline for objective, fact-driven discussions with the client without emotional arguments. It is surprising how many MEP professionals go through their projects without a full appreciation of the contracted scope of works.
Practical Example:
On an office project in London, an MEP contractor faced repeated requests from the client to “just add a few more circuits” and to “just reposition two AHU’s in plantrooms” to help with coordination. Each change seemed small but collectively, they had a significant impact as the “few more circuits” necessitated additional PDP’s and the AHU’s repositioning required a re-configuration of the associated pipework. The team documented these impacts with reference to the detailed baseline scope, together with a timeline and cost impacts of the changes for discussions with the client. The repeated requests faded shortly afterwards.
Practical Tip: Define the scope clearly and refer to it frequently. When things change (and they will change), handle it through formally documented procedures.
2. Build Trust Through Transparent Communication
Over-demanding clients often act that way because they fear losing control or not being fully informed on the state of play of the works. This is particularly so with MEP services, since some clients may not understand the technical complexities of the works. Regular, transparent updates can turn client anxiety into confidence.
Practical Example:
An MEP Project Manager working on a mixed-use project faced daily client calls asking for progress updates. Instead of reacting defensively, she created a weekly progress summary email with key milestones, photos, and upcoming tasks. Within a month, the client stopped calling daily. The structured communication made them feel informed and in control of the works.
Practical Tip: Over-communicate early to undercut micromanagement later. Structured updates are better than reactive replies.
3. Stay Calm and Professional – Even When The Client doesn’t
Tense situations are inevitable. An over-demanding client might even question your knowledge or expertise, or make unrealistic requests. The most effective professionals respond with calm confidence, not confrontation.
Practical Example:
On a hospital expansion project, the client insisted that the mechanical team “speed up the ductwork installation” even though approval of the design drawings (by the client’s own consultants) was still pending. The project manager replied professionally that:
“We can only proceed safely once design approvals are finalised – if we rush now, we risk significant reworks that could delay the entire project and increase costs.”
He didn’t directly say “ your consultants are delaying us”; he rather reframed the issue around project success. The client respected the reasoning and backed off.
Practical Tip: Keep the tone factual and solution-oriented. Avoid emotional reactions; your professionalism often sets the tone for the entire project.
4. Offer Solutions; Not Resistance
Saying “no” to an over-demanding client can escalate the conflict. Instead, offer options that show flexibility without compromising quality or compliance. Over-demanding clients do not take “no” for an answer, but are more likely to consider alternative solutions.
Practical Example:
On a hotel project, the client insisted on a design change that would have violated the building regulations (Approved Document F) requirements for ventilation. The Mechanical engineer presented two alternatives – one cost-effective and one premium – both compliant. The client appreciated the effort and chose the practical option.
Practical Tip: Clients don’t always understand technical limits; giving them options empowers them to make decisions while maintaining your integrity as an engineer.
5. Know When to Escalate or Enforce Boundaries
Sometimes, despite your best efforts, some clients will simply not backdown even where their demands may jeopardize safety, quality, or staff morale. In such cases, escalation isn’t confrontation – it is risk management.
Practical Example:
On a data centre project, the client constantly pressured the MEP team to energise circuits (to meet a key milestone date on the project) before all safety inspections were complete. The Lead Electrical Engineer firmly refused and escalated the matter to the Project Director. The company backed him, engaged the clients at higher levels, and the inspections went ahead properly before any circuits were energised. Later, the client apologized after realising the potential risks.
Practical Tip: You are responsible for professional standards and quality. Escalate when demands compromise compliance or ethics.
6. Reflect, Learn, and Improve
Not all difficult clients are “bad.” Some are simply demanding excellence – and they can push your team to improve. After each challenging project, review what worked and what could have been handled better.
Practical Example:
A plumbing subcontractor who initially struggled with a client’s perfectionism later realised that their quality documentation and site supervision logs had improved dramatically due to the pressure. Those project systems were later implemented throughout the company and helped them win the next project.
Practical Tip: Every tough client leaves behind valuable lessons – use them to strengthen your company’s processes.
Final Thoughts…
Over-demanding clients are part of the construction landscape. While you can’t control their behaviour, you can control your response. Such clients often want to be heard and understood, and not to be told that they are being unreasonable (even they are!), so don’t shut them off. Listen carefully to their concerns and appreciate the issues from their perspective. Ask yourself whether you could react the same way if you were in their position. The tips above offer practical suggestions on how to measure your response in order not to escalate tensions. They are by no means exhaustive, but by following these tips, you will not only protect your project, but also strengthen your reputation as a dependable MEP professional who can handle complex human challenges – not just technical ones. Good luck!