3. Client Care

Question 1

What is Client Care?

Answer 1

The concept of identifying clients / colleagues / third parties and selecting appropriate behaviour to establish good client relationships.

Question 2

Who are your clients and how do you identify them?

Answer 2

Consider all stakeholders on a project.

Question 3

What do you think the principles of client care are?

Answer 3

Identify Clients - existing and new to maintain working relationships and attract new business

Client Types - different types of client and objectives

Communication on projects - ongoing discussion with client on project deliverables and input on project

Behaviours - RICS Code of Conduct and relationships

Client Account Management - structured account management, tracking project developments and client contact away from live projects

Client Feedback - process for collecting and responding to client feedback

Client Business Development Activities - build broader relationships with clients

Complaints Handling Procedure - having this in place to help manage client expectations and relationships

The Briefing Process - defining clear scope of works so that client expectations are met

Question 4

Can you give me a example of when you’ve provided good client care?

Answer 4

Mange client expectations - 21MR Programme
Seek informal feedback - Yeshiva Information Review
Understand client longer term goals - 21 MR Brief
Respond promptly to clients - All projects
Always obtain confirmation of decisions in writing - 22 Frognal Way

Question 5

Why manage client care?

Answer 5

Maintaining client relationships = repeat business

Maintaining company and individual reputation

Question 6

How are firms supposed to look after Clients?

Answer 6

Professional Indemnity Insurance.
The Briefing process
Complaints Handling Procedure.
Handling of Client’s Money if applicable

Question 7

How do Client’s individual needs vary?

Answer 7

Each client will have different requirements in respect to time, cost and quality

Question 8

How do you establish a Client’s objectives?

Answer 8

Put self in client’s shoes to really understand needs. Sometimes difficult to understand client needs, which is why briefing process is so important - translate their requirements to ensure project delivery to meet their expectations.

Programme

Deadlines? Allowance for Overruns? Implications?

Budget

Budget? Realistic for Brief? Contingency?

Quality

Quality Aspirations? Achievable through provided Budget? Procurement Strategy?

Health and safety

Reputation implications H&S? Client CDM Duties? Inhouse policies?

Communication and Reporting

Level of Reporting Required? Client Involvement? Point of Contact? Preferred line of communication? Priorities? Key Performance Indicactors?

Compliance

Regulations? Contractual Matters? Client’s Policies? Insurances?

Sustainability

Inhouse Policy? Sustainability Aspirations? Legislation?

Innovation and efficiency

Thinking out the box? Innovative Solutions - repeat business.

Risk

Level of Risk? Risk Quantification? Risk Allocation? Risk Register?

Question 9

What is a Complaints Handling Procedure?

Answer 9

System dealing with formal complaints against person or company for which there is a formal redress system.

Question 10

What are the different Scope of Services published by the RICS?

Answer 10

Project Manger
Quantity Surveyor
Employer's Agent 
Contract Administrator
CDM - Principle Designer 
Other

Question 11

What is the advantage of using RICS appointment documents?

Answer 11

Outlines T&C’s
Fees, expenses and payment.
Professional Liability and requirement for Professional Indemnity Insurance.  
Collateral Warranties and Third-Party Rights.
Termination and Suspension.
Dispute Resolution.
Execution (Under Hand or As a Deed).
Allocation of Risk

Question 12

Who are Stakeholders?

Answer 12

Anyone who is impacted by the outcome of a project

Question 13

What are the RICS Global and Professional, and Ethical Standards?

Answer 13

Act with integrity
Always provide a high standard of service
Act in a way that promotes trust in the profession
Treat others with respect
Take responsibility

Question 14

How can the RICS Global and Professional, and Ethical Standards be used to develop relationships?

Answer 14

These key principles develop good relationships with clients and maintaining trustworthiness.

Question 15

What is a Complaints Handling Procedure?

Answer 15

System dealing with formal complaints against person or company for which there is a formal system to set right.

Question 16

What is a Gift & Hospitality Policy?

Answer 16

Company policy for receipt of gifts and hospitality in accordance with the Bribery Act 2010.

Question 17

What is BTP’s Complaints Handling Procedure?

Answer 17

Complaint not in writing – requested in writing by Project Director.
Within 10-days receipt = written confirmation and invited for further comments.
Within 21-days = written summary from Project Director of outcome.
Unsatisfied = Within 14 days = JB Executive Director – personal review and conclusion.
Unsatisfied = Mediation Centre for Effective Dispute Resolution or RICS
Unsatisfied = Surveyor Arbitration Scheme.

Question 18

How can you ensure complaints do not occur?

Answer 18

Proactive measures - Client Feedback to prevent complaints, putting in measured to ensure they don’t happen.
Reactive measures - Received Complaints, taking steps to make sure complaint doesn’t occur again.

Question 19

When should you inform the RICS of a complaint?

Answer 19

When not responded within 28 days or the internal CHP has not worked.

PI insurer should be notified when a complaint is received or PI insurance could be invalid.

Question 20

How do you check if the Client is happy with the service you have provided?

Answer 20

Client questionnaires.
Repeat business.
Recommendations to others/new clients.

Question 21

How do you receive feedback from Clients?

Answer 21

Client Questionnaires.

Key Performance Indicators.

Question 22

How do you act upon feedback from a Client?

Answer 22

All feedback should be formally recorded.
Negative feedback - should be verified and rectified.
Formal approach required - Complaints Handling Procedure.

Question 23

What insurances would you require if you ran your own RICS accredited business?

Answer 23

Professional Indemnity
Employer’s Liability
Public Liability

Question 24

What are the different Scope of Services published by the RICS?

Answer 24

Project Manger
Quantity Surveyor
Employer's Agent 
Contract Administrator
CDM - Principle Designer 
Other

Question 25

What is the advantage of using RICS appointment documents?

Answer 25

Outlines key T&C’s to agreement between both parties including:
Fees, expenses and payment.
Professional Liability and requirement for Professional Indemnity Insurance.
Collateral Warranties and Third-Party Rights.
Termination and Suspension.
Dispute Resolution.
Execution (Under Hand or As a Deed).
Allocation of Risk

Question 26

Who are Stakeholders?

Answer 26

Anyone who is impacted by the outcome of a project

Question 27

What are some examples of Stakeholders?

Answer 27

Employers
Design Team
Funders 
Insurance Companies 
Shareholders
Main Contractor and Sub-Contractors
Local Authorities
Local community, general public, neighbours
Development Agencies

Question 28

What is Stakeholder Management?

Answer 28

Process of maintaining good relationships with the people who have most impact on your work.

This can be achieved through:
Early involvement to set goals and objectives
Regular contact with clear communication
Managing expectations

Question 29

Why is Stakeholder Management essential?

Answer 29

Help develop and control relationships with all individuals who are impacted by a project, helping achieve project success and manage expectations.