Client Care Flashcards
What advice have you given to the client?
Window proposal Baker Block.
What is a scope of service?
A scope of services agreement is a formal document describing:
Timelines
Deliverables
Milestones
Work activities
Pricing
Governance terms and conditions
Quality requirements
Why is it important to have a clearly defined scope of service?
So the client and Company understand the requirements.
How do you identify your client’s needs and expectations?
I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
I also use client’s briefing checklists where applicable.
There have been times when I have not received an adequate briefing from the client and in these instances I am sure to ask for further clarification on their specific requirements.
What is a duty of care?
A moral or legal obligation to ensure the safety or well-being of others
What is my duty of care?
Providing designs in accordance with the building regulations and other legislations
Why is good customer care important?
Ensure repeat business
Protecting the client’s reputation
Ensures competences
Develops trust
Why is a complaints handling procedure important?
One of the Firm’s professional obligations
Firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log.
What are the requirements of a complaints handling procedure?
The RICS provides a model form.
The process must include a redress mechanism.
Details of the policy should be issued to the client with the Terms of Business.
It must be clear, quick, transparent and impartial and free of charge within the first stage.
Names and contact details of the nominated investigating person must be stated.
The complaint must be investigated within 28 days.
All complaints, their progress and outcomes must be recorded.
We must note the need to advise PI insurers of a complaint immediately.
The process must have two stages as a minimum:-
Stage 1 is where there needs to be consideration of the complaint by a senior member of the firm or the complaints handling officer.
Stage 2 if the issue is not resolved, the complaint is referred to an independent third party with the authority to award redress. The complainant may be expected to contribute towards costs at this stage.
What is AECOM’s complaints handling procedure?
The RICS specifies 2 stages as a minimum:
Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.
Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism.
The person is invited to make a complaint in writing to our designated complaint handler who will investigate the complaint with all parties involved and advise the complainant of any action taken within 21 days.
If the complainant is not satisfied, the complaint is escalated to the Regional Managing Director who will take action and respond within 21 days.
Should the complainant remain dissatisfied, the matter can be escalated to the RICS independent redress mechanism.
Office of Risk Management (ORM) (aecom.com)
Tell me about anti-corruption?
AECOM have an anticorruption policy.
Sets out prohibited activities such as
Bribery
Hiring government officials and relatives
Facilitating payment
Collusion/Bid Rigging
Misrepresentation
Coercion
Tell me about bribery?
The Main Principles of the Bribery Act:
Making a bribe.
Receiving a bribe.
Bribery of a foreign public official.
Failure of a corporate entity to prevent bribery on its behalf.
There are six principles of prevention companies should put in place:-
Proportionate Procedures.
Top Level Commitment.
Risk Assessments.
Due Diligence.
Communication.
Monitoring & Review.
The only circumstance in which it is OK to make a facilitation payment is when you are under duress.
How do you manage client expectations?
Frequent updates on progress
Phone calls and evidence of working being progressed
Addressing the client as soon as aware of disappointment –Only one attempt at delivering bad news
In relation to RMB Chivenor, why could you not originally provide a GPR and UXO survey?
Was not included in our scope of service
Clearly outlined in the exclusion of our fee proposal
Why is it important to provide a full breakdown including limitations?
Ensure that the client is getting good value for money.
Ensure the client understands what they are paying for.
Ensure there is no fraudulent activity as part of the fee quote.
Helps with milestone payments
What if the client wasn’t prepared to spend any more money?
Would be unable to provide that service as is an additional cost item.
What is included in a fee quote?
Terms and conditions
Scope of services
Exclusions.
Assumptions.
Why is it important to follow up with a phone call?
Ensure that the client has received the proposal
That they have any queries that you can address
Ensure that all requirements and timeframes are met.
How did you show the client your concept design? Newton Abbot Market Hall
Met with them on-site with the concept layouts
Talked them through each option including the advantages and disadvantages of each one
Agree on the design to take forward
Send an email following this up agreeing to a design freeze.
Once verbally agreed, why did you do after?
Good record keeping.
Agree on a design freeze in case of rework requirements
Little Rissington – Why did you advise that the programme was unacceptable?
Was not in accordance with Section 31 of the NEC contract and Section 2 of the WISI.
The contractor had not provided the anticipated start or completion date of the works.
The programme is to include:
Start dates
Order and timings of the operations
The dates when the contractor is to meet each condition
Provision for:
Float
Time risk allowance
Health and safety requirements
Procedures set out in this contract.
Why is the programme important part to the NEC?
The programme forms part of the contract data as per 11.2 of the contract.
Why did you raise it and not the PM?
In this case, the client was acting as the PM.
What is required in an NEC Construction Programme?
The programme is to include:
Start dates
Order and timings of the operations
The dates when the contractor is to meet each condition
Provision for:
Float
Time risk allowance
Health and safety requirements
Procedures set out in this contract.
What is client care?
The principle of client care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieves VfM.
Client care can be provided through:
Professionalism.
Competence.
Punctuality.
Trust.
Reliability.
Presentation. Regular communication.
Review of services provided and standard.
KPIs to monitor client satisfaction.
o Client Performance Feedback.
Why is Client Care important for surveying firms?
The majority of work is developed through repeat business from existing clients.
Therefore, it is important not only for the client to achieve their requirements but also for the company
to encourage repeat businesses where possible.
Providing that the Client’s satisfaction is maintained, positive testimonials can be achieved and word of
mouth recommendations will be generated.
However dissatisfied Clients can be very damaging as negative feedback and experiences can spread quickly.
Providing excellent client care can also reduce the potential for negligence claims to arise.
What is CPF?
Client performance feedback is the process of gathering and acting on feedback from the client. This
comprises:
Gathering feedback during and after project completion.
This is usually carried out by an independent person.
The feedback sets the standards for the company and identifies areas for improvement.
It encourages open discussions with the client to ensure satisfactory service is delivered and that goals are achieved.
o It also provides an opportunity to gain future work for the company.
CPF is usually carried out at regular intervals (3-6 months) to ensure any problems can be identified and rectified as early as possible.
How would you identify the needs of a client?
I would look to achieve this by holding Client Account Planning Sessions.
Each client & project is different & their needs would be assessed on their own merit, this could be achieved by:-
Holding discussions regarding project key deliverables & the scope of services required.
Reviewing past CPF scores & identifying key areas for improvement.
Reviewing any complaints to identify mistakes and best practice methods of working.
What is a Client Brief?
The purpose of the client brief is to provide a firm foundation for the initiation of the project.
* It is a formal statement of the objectives and functional and operational requirements of the finished
project.
* It should be in sufficient detail to enable the integrated project team to execute the specification and
detailed design of the work and is therefore an essential reference for the team.
Please provide an example of your client care & empathy skills?
Despite working on multiple commissions I always try to ensure that I prioritise each client’s needs accordingly.
My approach is to always make the client feel like their project is the only commission I am working on.
Through organisation and communication I can meet the deliverables of each client in advance of the agreed deadlines and am always sure to deliver work to a high standard.
When should you decline an instruction of new work from a client?
If there is a Conflict of Interest.
If the appointment is would not be in the clients’ best interests.
My firm may not be able to resource the job adequately.
If the project is outside of my skillset.
If the work was unlawful.
What do you need to consider when using preparing a fee bid?
Finding out what the client’s requirement are and identifying whether this is a service that we provide.
A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved.
There are varying levels of sign off depending on fee value prior to submission.
What makes up a fee bid proposal?
The Executive Summary including reference to the Scope & Solution.
Identification of the Client’s needs & key deliverables.
Identification and analysis of Project issues.
Communication of key Benefits for the Clients.
References to relevant experience.
The Conditions of engagement.
A Methodology.
An Organogram.
The proposed fees.
Supporting CVs.
References to the project programme.
Identification of sub consultants.
A List of quality assurance procedures
How would you limit the risk of working with a client who may be financially unstable?
I would use a screening process to check the client’s finances, this could include:-
A company search using the Companies House website to obtain their account information.
A Dun & Bradstreet or credit safe credit check.
An Internet search using their website for additional information and to make a judgement on
their reliability.
If your client asked you to lower your fees because of their limited funding, what would you do?
The client would have to pay the required price for the level of service required or reduce the scope of works involved.
How would you calculate a fee proposal?
I would review the work involved with the commission based on the level of information available.
I would calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate adding a suitable allowance for over heads and profits.
What is your company’s procedure for client’s feed-back?
We undertake formal project reviews with the client every two months.
In my day-to-day involvement with the client I look to obtain regular informal feed-back through verbal and email communication.
We undertake a satisfaction survey questionnaire at the end of each project.
How do you identify your client’s needs and expectations?
I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
I also use client’s briefing checklists where applicable.
There have been times when I have not received an adequate briefing from the client and in these instances I am sure to ask for further clarification on their specific requirements.
How do you establish trust?
I am transparent and honest about my actions at all times.
* I learn about my client and their long term objectives in addition to key challenges they are facing.
* I only act inside the parameters of my level of expertise and competence.
* I always act in a professional manner.
* I always provide a high level of service.
How do you encourage repeat business?
I provide high levels of service and customer care during projects.
I regularly obtain feedback and act on it.
By dealing with complaints honestly and effectively.
Through keeping in touch with clients even when we have no live projects with them.
Organising business development activities such as social events or CPD’s.
What are the advantages / disadvantages of working from a client’s office?
The advantages are quicker and clearer lines of communication.
*A better understanding of the client’s culture, needs and expectations can be determined.
*The disadvantages are the loss of technical support from colleagues and a possible isolation from my own organisation’s culture.
