Client Care

Question 1

What is a stakeholder?

Answer 1

Person or organisation who has an interest in the project

Question 1

What do you understand by client care?

Answer 1

“The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest. This can include:
- Understanding client requirements
- Complaints handling proceedure
- Client satisfaction surveys”

Question 2

How do you receive client feedback?

Answer 2

Client Satisfaction Surveys

Question 3

What are KPI’s?

Answer 3

“Key Performance indicators.
A measurable value to determine the success of project/venture.”

Question 4

What is a complaint?

Answer 4

Expression of dis-satisfaction

Question 5

What is a Complaints Handling Procedure?

Answer 5

A system of dealing with formal complaints against a company/person, for which there is a formal redress system.

Question 6

Does the RICS have any rules associated with complaints?

Answer 6

“Mandatory for RICS regulated firms to operate a complaints handling procedure and maintain a complaints log.

Complaint should be acknowledged within 7 days and investigated within 28 days

Firms must include a RICS approved ADR method e.g. Centre for Dispute Resolution (CEDR) or the RICS Dispute Resolution Service”

Question 7

What is your firm’s complaints handling procedure?

Answer 7

“The following procedure, in accordance with our BMS/ISO 9001 system:
- Immediately on receipt of the complaint, the nature of the complaint is discussed by the Director concerned and the Commission Manager.
- A Corrective Action Record (CAR) is initiated, which is signed by both parties to ensure that corrective action is carried out.
- The CAR identifies the specific problem, the action to be taken and the date by which the problem should be rectified.
- The CAR also identifies any appropriate future preventative action required to ensure that a reoccurrence of the event leading to the complaint does not take place.
- If the Client still feels that his complaint has not been adequately dealt with, then the issue should be referred to the appropriate Regional MD.”

Question 8

What is included within the Complaints Log?

Answer 8

“DLDAC
- Date.
- Location.
- Details of Complaint.
- Actions taken.
- Close out date.”

Question 9

When will the RICS become involved with a complaint?

Answer 9

If a member fails to respond to the complainant or prevents the party gaining access to an independent redress mechanism

Question 10

What is a client brief?

Answer 10

Provide a initiation for the project

Question 11

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

Answer 11

STICK
- Services required
- Terms & Duration of appointment
- Insurances
- Client procedures and policies
- Key drivers for success

Question 12

What might be excluded in a fee proposal?

Answer 12

“Additional services
Travel (Disbursements)
Dealing with claims”

Question 12

How do you go about calculating a fee for a new commission?

Answer 12

“Understand client requirements and project scope

Identify resource required and available to deliver

apply daily / hourly rates

review total fee as a percentage”

Question 13

What makes up a fee proposal / bid?

Answer 13

“9 items

Executive Summary
Clients Needs / Drivers identified
Project Issues
Benefits for Clients
Methodology
Previous experience
Team & Resumes
Proposed Fee
Schedule”

Question 14

What is a consultant appointment document?

Answer 14

“Terms and conditions for services being provided

RICS have a standard form for consultants”

Question 15

On what grounds might you ask the client for additional fees?

Answer 15

“Additional time/services required

Dealing with insolvency of a contractor

Delay to a Schedule”

Question 16

Give examples of when you should decline an instruction of new work from a client?

Answer 16

“1. Potential conflict of interest

2. Require illegal or unethical action
3. Conflict with the RICS rules of conduct / ethics”

Question 17

How do you establish trust?

Answer 17

Being honest & transparent. Develop a relationship with the client. Act in a professional manner. Provide a high quality of service.

Question 18

Provide an example of when you have shown good client care?

Answer 18

When issuing a Cost Report to a client, I have followed up with them via a call to run through the report and ensure they understand any of the movements for the period.

Question 19

Why does your firm have Professional Indemnity insurance?

Answer 19

“It is one of the Rules of Conduct for Firms
To protect surveyors, clients and third parties against negligence claims where there is a duty of care breached and a claim for damages arises.”

Question 20

When would your insurer need to know if a complaint was made against your firm?

Answer 20

Depends on your agreement with the insurer but usually when the complaints handling procedure is triggered as this could lead to a claim for negligence

Question 21

What other insurance would you need to have if you had your own premises?

Answer 21

“Public Liability
Employer’s Liability
Building Insurance”

Question 22

What is a pre qualification questionnaire?

Answer 22

A pre-qualification questionnaire (PQQ) is a type of questionnaire used by organizations to screen and assess potential suppliers during the procurement process.

Question 23

Can you give me more detail on what Employers Liability Insurance covers?

Answer 23

Covers employers for compensation claims against then by employees for accidents or illness that occur during their work.

Question 24

What is a request for proposal (RFP)?

Answer 24

A document issued by a project owner or their team / representatives to invite potential contractors or vendors to submit proposals for a specific project.

Question 25

What is a Feasibility Study?

Answer 25

A feasibility study of a construction project is intended to assist project owners/prospective investors in determining whether a proposed project or investment is likely to succeed.

Question 26

What is included in a Feasibility Study?

Answer 26

“EEL AASP
- Ease of planning permission.
- Environment impacts
- Legal approvals
- Anaysis of budget relative to client requirements
- Assessment of existing site information available.
- Site appraisals
- Procurement options”

Question 27

Can you tell me where the scope of quantity surveying services would be found?

Answer 27

“They are listed in the RICS QS services document which is designed to be used in conjunction with the RICS Standard form of consultant’s appointment. Split between core & supplementary services.
Core = Meeting attendance
Supplementary = Life Cycle Cost Studies”