Customer Communication Checklist
Customer Communication Checklist
Quick Summary
A customer communication checklist helps construction companies provide clear, consistent updates throughout a project. Good communication reduces misunderstandings, keeps expectations aligned, and creates a record of important decisions. This checklist is useful for subcontractors, project managers, foremen, office staff, and business owners who interact with customers.
When to Use This Checklist
- Before a project starts.
- During project kickoff meetings.
- When schedules change or delays occur.
- When discussing change orders.
- During progress updates and milestone reviews.
- At project completion and closeout.
Before You Start
- Confirm customer contact information is current.
- Review the project scope and contract documents.
- Identify the primary customer contact.
- Understand upcoming project milestones and deadlines.
- Gather progress photos, reports, or supporting documents.
- Review any open questions or unresolved issues.
Safety Checks
- Inform customers about active work zones when applicable.
- Communicate site access restrictions and safety requirements.
- Notify customers of work that may impact building occupants.
- Discuss planned shutdowns, outages, or restricted access periods.
- Report safety-related concerns affecting project operations.
- Document important safety communications.
Tools, Equipment, and Materials
- Customer contact list.
- Project schedule and milestone information.
- Progress photos and project updates.
- Meeting notes and communication logs.
- Contract and change order documentation.
- Email, phone, or messaging platform access.
Customer Communication Checklist
- Confirm customer understands current project status.
- Provide updates on completed work.
- Discuss upcoming work activities and schedules.
- Communicate any delays or schedule adjustments promptly.
- Review outstanding customer questions.
- Provide progress photos when appropriate.
- Discuss change requests and approval requirements.
- Confirm decisions made during meetings or calls.
- Document customer instructions and requests.
- Review upcoming milestones and expected completion dates.
- Address concerns before they become larger issues.
- Confirm customer satisfaction with completed work to date.
- Provide contact information for follow-up questions.
- Record communication details in project files.
- Follow up on commitments made during the conversation.
Documentation Needed
- Communication logs and call notes.
- Meeting summaries.
- Progress photos and updates.
- Change order requests and approvals.
- Customer emails and written correspondence.
- Project status reports.
Common Mistakes to Avoid
- Waiting too long to communicate project changes.
- Making verbal commitments without documentation.
- Providing inconsistent information to different contacts.
- Ignoring customer questions or concerns.
- Failing to document important decisions.
- Assuming the customer understands construction terminology.
End-of-Day / Final Review
- Customer updates have been provided as required.
- Communication records have been saved to project files.
- Open customer questions have assigned follow-up actions.
- Upcoming customer communications have been scheduled.
- Project records accurately reflect all customer interactions.
Checklist Completion
Project / Job Name
Jobsite / Location
Completed By
Role / Title
Completed Date
Completed Time
Signature
Reviewed / Approved By, if needed
Notes / Follow-Up Items
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