Client Care

Question 1

What do you understand about Client Care?

Answer 1

A continuous process of understanding Client’s requirements, suggestions and complaints etc. and analysing to enhance service delivery. This can include:
- Understanding Client’s needs
- KPIs
- Looking out for Clients best interests
- Lessons learned workshops
- Defining the Client brief
- Identifying the appropriate scope of service

Question 2

Why is Client Care important?

Answer 2

• To retain existing Clients and secure repeat business
• Reduce the likelihood of conflict
• Maintain a strong reputation within the industry and so attract further clients

Question 3

What is the term ‘soft-landings’ referring to?

Answer 3

A Strategy to ensure the transition from construction to occupation is effective and operational performance is optimised.

Question 4

What are KPIs and provide an example?

Answer 4

Key Performance Indicators, used to benchmark business performance against others.
- Number of defects / snags
- Construction cost overrun
- Achieving programme milestones
- H&S Scores

Question 5

How do you manage Client’s expectations?

Answer 5

• Agreeing on strategy, goals and timelines
• Being open & honest always
• Offering advice and direction within the scope of service
• Being a good listening and understanding expectations

Question 6

How would you deal with a complaint from a client?

Answer 6

• Acknowledge receipt of complaint
• Notify the appropriate person in my company
• Appoint a person to carry out investigation
• Identify outcome and carry out course of action to rectify
• Formally respond to Client and communicate outcomes
• If Client is still unhappy, it can be dealt with by negotiations or mediation through the Centre for Dispute Resolution or the RICS Dispute Resolution Service

Question 7

What are the Objectives of the Client Money Handling Professional Statement?

Answer 7

(October 2019)
Provides clear rules for RICS firms and members to have the appropriate controls and procedures to keep client money safe. It provides confidence to clients and consumers that RICS regulated firms are operating to high professional standards.

Question 8

What information would you expect to see in a Client’s brief?

Answer 8

• Services required
• Insurances required
• Terms of appointment
• Duration of appointment
• Client procedures and policies

Question 9

What might be included in a Consultant Fee proposal?

Answer 9

• Scope of service
• Terms of appointment
• Pricing
• Information on team (CVs)
• Project details
• Timescales
• Insurances
• Exclusions
• Assumptions