Client Care

Question 1

Tell about why it is important to develop long-term client relationships.

Question 2

Tell me about the different stakeholders you have come across in your role.

Question 3

Tell me about how you have tailored your client care to one of these stakeholders.

Question 4

Why is it important to you to set objectives?

Question 5

Tell me about your duty of care towards your clients

Question 6

How have you defined your scope of services within the limits of your competence and PI insurance?

Question 7

How do you set fees?

Question 8

How have you used standard forms of appointment?

Question 9

What mechanisms are contained within an appointment document?

Question 10

What insurance requirements are you aware of (both legal and RICS)?

Question 11

How are stakeholders identified?

Question 12

How do you establish their status within a project?

Question 13

Explain formal communication systems with clients and stakeholders you are aware of.

Question 14

What KPIs might you agree with a client to monitor performance?

Question 15

How do you gather data during the inception stage of a project, including client briefings and site based information?

Question 16

Explain what BS EN ISO 9004 relates to.

Answer 16

This International Standard provides guidelines beyond the requirements given in ISO 9001 in order to consider both the effectiveness and efficiency of a quality management system, and consequently the potential for improvement of the performance of an organization.

Question 17

What is the definition of a Key Performance Indicator (KPI)?

Answer 17

KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective.

Question 18

Tell me about an example of how you have provided good client care.

Question 19

Tell me about an example of when you have provided a high standard of service to a client.

Question 20

How have you dealt with an unrealistic client deadline?

Question 21

How have you dealt with unrealistic client expectations?

Question 22

Tell me about the approach you have taken when dealing with a non-technical lay client.

Question 23

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Question 24

How have you established a client’s objectives?

Question 25

How have you confirmed a client’s brief?

Question 26

How have you established a scope of services?

Question 27

How have you calculated fees for professional services?

Question 28

How have you compiled an appointment document?

Question 29

How have you established project stakeholders and their status within a project?

Question 30

How have you set up communication systems with a client and stakeholders?

Question 31

How have you issued reports to a client?

Question 32

How have you dealt with a complaint?

Question 33

How have you measured KPIs?

Question 34

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Question 35

Project Jump – how did you tailor the VE schedule to your client’s needs?

Question 36

Studio 10 – how did you follow up and action feedback points?

Question 37

Why do you issue a monthly update report?

Answer 37

To ensure that they were kept up to date and they could raise any concerns as soon as possible

Question 38

How did you negotiate the works?

Question 39

How did you address the lack of detailed scope?

Answer 39

I spoke with the client and trued to gain a better understanding of what they wanted. I went away spoke with subbies, put together a bill and a brief design and kept updating the client and getting their feedback to ensure we were in line with what they wanted.

Question 40

How did you provide good client care?