Client Care

Question 1

Why is identifying all clients, colleagues and stakeholders important?

Answer 1

To ensure input into the brief as necessary from all parties and establish clear roles for the project team.

Question 2

Are there behaviours that you would deem inappropriate to establish a good working relationship?

Answer 2

Being forceful with a potential client and any activities that are not professional or in line with rules of conduct.

Question 3

How do you establish a good working relationship with your clients?

Answer 3

Regular contact, sharing helpful market insights, proactive approach.

Question 4

Do you have an example of when you have struggled to establish a good relationship with a client? What did you do to overcome this?

Answer 4

I haven’t experienced this however I do understand that all clients have specific needs and that my approach must be tailored to suit these.

Question 5

Why is it important to understand a clients requirements?

Answer 5

To ensure that the project brief as well as the project teams actions are aligned with these requirements to provide a high standard of service.

Question 6

How do you go about understanding a clients requirements?

Answer 6

By arranging meetings and workshops to understand their brief for the project works.

Question 7

Why are measurable targets important for a project?

Answer 7

To allow these to be tracked throughout the project and at the project. To define the success of the project.

Question 8

Can you please provide an example of a measurable target?

Answer 8

Performing within a project budget / programme milestones / H&S / Quality issues at PC.

Question 9

Can you please provide an overview of your company’s complaint handling procedure?

Answer 9

Acknowledgement within 5 days.

Response in 10 days.

Question 10

Have you every received a complaint from a client?

Answer 10

No.

Question 11

What is a KPI and how are they used in the projects you are involved with?

Answer 11

Key Performance Indicator.

They will be used to inform the client brief and will be referred to throughout the project.

Question 12

How do you establish KPI’s for your client?

Answer 12

Regular meetings with them and their stakeholders.

Question 13

How do you define a successful project?

Answer 13

If it is completed in line with the KPI’s and client brief.

Question 14

Could you please provide us with some of the latest market trends?

Answer 14

Hybrid working, sustainability, high interest rates, Ukraine conflict.

Question 15

Why is it important for your client to be aware of the latest market information?

Answer 15

As this may have an impact on their project so it is beneficial to forewarn them.

Question 16

What is some market news that you are currently aware of?

Answer 16

MJ Lonsdale recently going bankrupt.

Question 17

What are your typical project deliverables?

Answer 17

Arranging meetings, minutes, agendas, client brief, effective management of the team

Question 18

In what form do you work closely with your client during the briefing period?

Answer 18

I arrange regular project meetings with them and their stakeholders.

Question 19

What stakeholders will you seek input from as part of the briefing process?

Answer 19

Design Team, Leasing Agents, Facilities Manager, Property Manager

Question 20

What questions would you typically ask of the client during a briefing meeting to ensure you are understanding their requirements?

Answer 20

Quality aspirations, number of employees, number of meeting rooms, budget, move-in date.

Question 21

Why is it important for the client brief to be referenced throughout the project?

Answer 21

To ensure the project is being delivered in line with the brief and proactively identify when it is not.

Question 22

What would you do if you realised that the client brief was not being met?

Answer 22

Arrange a meeting to discuss the divergence from the brief and understand how this can be rectified. The put this to the client.

Question 23

What is some of the latest market information produced by your company?

Answer 23

• Flexible office space and direction to more flexible design.
• Cat A+ trends
• The correlation between EPC and office leasing
• GreenFit - service line for whole project involvement for carbon reduction

Question 24

Why is it important to identify colleagues as part of your involvement in a project?

Answer 24

• Colleagues may be working on the project.
• Colleagues providing other services for the project such as agency advise.

Question 25

How do you establish a good working relationship with stakeholders during a project?

Answer 25

• Regular meetings and dialogue.
• Involve them during briefing to ensure good project understanding.

Question 26

How do you establish measurable targets with your team?

Answer 26

• Client briefing.
• Team engagement around budget and key programme dates.

Question 27

What is an example of measurable targets in your projects?

Answer 27

• Not exceeding a certain budget.
• X No. of snags at completion.

Question 28

How do you ensure measurable targets are achieved in your projects?

Answer 28

• Regular updates from the project team.
• Ensuring these are referred to regularly
• Included in contracts / appointments.

Question 29

How do you evaluate the success of a project?

Answer 29

• Referring to any measurable targets / KPI’s
• Client qualitative feedback.

Question 30

What is an example of tailored advice that you provide relevant to your evolving market?

Answer 30

• Appointment of duty holders under BSA.
• Inflation rate at current.
• Large MEP sub-contractor being insolvent.

Question 31

Would you change the client brief throughout a project?

Answer 31

• Yes if something became unfeasible or as a result of a client change.

Question 32

What would you typically not as an exclusion within your fee proposals?

Answer 32

• VAT
• Programme extensions
• Disbursements
• Certain scope areas i.e. Furniture

Question 33

Aside from a resource based fee, how else could you inform a proposed fee?

Answer 33

• Fixed percentage
• Performance based

Question 34

What does ISO 9001 relate to?

Answer 34

• Business improving Quality
• Planning, doing acting and checking

Question 35

Other than Professional Indemnity Insurance, what other types of insurance would your company hold?

Answer 35

• Third Party liability Insurance
• Employer’s liability Insurance
• Public liability

Question 36

How long does your organisation hold client records for?

Answer 36

• 12 years

Question 37

What sort of complain triggers the requirement for a complaint to follow complaint handling procedure?

Answer 37

• Written Complaint.