Client experience
Communication structured around timing, not volume.
What clients and architects see in real time:
- Weekly updates with photos
- Meetings aligned with project milestones
- RFIs tracked in Asana
- Live program in Buildertrend
Clients and architects see the project the way the project team sees it.
What the client experience is for
The client experience is the layer of the project that determines whether the build feels controlled or chaotic. The work happening on site is the same regardless.
What changes is what the client and architect see, when they see it, and how confident they feel about where the project is going. TCON's communication system is designed so that confidence is grounded in current, documented, accessible information rather than in reassurance from a phone call.
The weekly rhythm
Weekly updates are issued to the client and architect through Buildertrend. The update includes progress photographs, work completed in the week, upcoming activities for the week ahead, and any decisions that are required from the client or architect with their associated deadlines. The update is structured so it can be read in five minutes and acted on within the working day.
Meeting cadence
Meetings are held on a regular cadence aligned with project milestones. The cadence varies by phase.
During pre-construction and procurement, meetings tend to be fortnightly. During construction, weekly or fortnightly depending on phase.
Site visits with the architect run on a separate cadence agreed at the start of the project, typically tied to inspection points and milestone deliverables.
The objective of every meeting is decisions made or decisions confirmed. Status updates are circulated in writing before the meeting, so the meeting time is used for the questions that require live conversation.
Design clarifications and RFIs
Design clarifications are managed through a structured RFI register in Asana. Each RFI has a unique reference, an owner, a deadline and a documented response when closed.
The RFI register is visible to the client, architect and project team. Outstanding RFIs are tracked so design clarifications do not stall site progress.
Live program visibility
The live construction program is maintained in Buildertrend through the build. The program shows critical path activities, hold points, inspection windows and procurement deadlines. The client and architect have visibility into the program at any time, which means a question about when something is happening can be answered by looking at the program rather than asking for an update.
Why the structure matters
Good communication on a construction project is not about volume. It is about timing, clarity and traceability.
The client and architect should be able to find the answer to a question quickly. Decisions should be documented at the moment they are made.
Information should be current. The communication structure is what turns a complex project into a calm one.
Every published project on this site, from Merton in Albert Park with Archier to Denman Home in Glen Iris with Pleysier Perkins, was delivered under this structure.
Questions homeowners ask
What is the client's role during a TCON build?
The client is the owner of the decisions, the budget and the brief. TCON and the architect handle the technical work; the client is consulted at every decision that affects the experience of the finished home. Decision moments are scheduled in advance and the information needed for each decision is prepared in advance.
How often does the client come to site?
As often as the client wants, on TCON's terms for safety and program. Most clients attend fortnightly architect-led walks and quarterly milestone reviews. Site visits outside scheduled hours are arranged through the project manager.
How is communication structured during the build?
A weekly written update from the project manager, a fortnightly architect-led site visit, a monthly budget and program review, and ad hoc communication via the project channel as needed. The cadence is set in pre-construction and refined to suit the client.
What if the client wants to change scope during construction?
Scope changes are normal. They are quoted, programmed, approved and signed off through a formal variation.
The cost, the program impact and any downstream implications are presented in writing before the client decides. No surprises at the end.
Building with TCON
Considered architecture demands considered building. Building with TCON is a complete account of how TCON works. Available on request and reviewed personally by Tim before release.
Request a copy of Building with TCON.
Related. Our process, Quality assurance, Handover, Our systems.