Client Care

Question 1

What is your complaints handling procedure?

Answer 1

complaint investigator to contact within 7 days to acknowledge and request further information, within 21 days of information investigator to confirm outcome, dissatisfied write to investigator and second point of contact to investigate and still dissatisfied DRS redress scheme.

Question 2

Can you deal with a complaint yourself? How would a sole practitioner deal with a complaint?

Answer 2

Yes if its a soft complaint, apologise and rectify.

Refer to complaints handling procedure. They may investigate then if still dissatisfied refer to third party or RICS redress scheme

Question 3

Can you give an example of a time that you acted honestly?

Answer 3

• Appleford Court wall drying out
• Decline request to undertake complex drawings and architect role

Question 4

What are the different methods of data gathering at inception stage?

Answer 4

Desktop study, walkover survey, site investigations (boreholes for soil and water samples and trial pit excavated by hand or machine)

Question 5

What is a client brief?

Answer 5

Client document that guides a project.

Question 6

What is included in a fee proposal?

Answer 6

Description of project, scope of services, terms of engagement, level of PII, the fee/ hourly rates

Question 7

What are the different fee options when producing a fee proposal?

Answer 7

Fixed sum, hourly rate, percentage of contract sum

Question 8

Why is it important to abide by your scope of services?

Answer 8

• Fulfilling original client brief
  -Not undertaking additional tasks you are not paid to do
• Not liable for anything not required and sufficiently covered by PII.

Question 9

What are appropriate methods when communicating with a client?

Answer 9

• Face to face in meetings
• verbally on phone
• Presenting on teams
• In appearance and body language

Question 10

Provide an example when you showed good client care?

Answer 10

Acorn House - Received positive feedback because I regularly inspected site and produced and issued progress and quality reports to the client and contractor within a week of inspection. I dealt with any urgent issues with the contractor on site and kept the client informed at all times. The client confirmed they were satisfied in my performance and was pleased I had made certain observations early on which led to delays being avoided.

Question 11

For Acorn House, please confirm why the client was so satisfied in your performance?

Answer 11

• Issued reports in a timely matter.
• Noted issues that could have led to delays.
• Kept the client informed throughout.
• Ensured H&S, progress and quality matters were picked up and addressed..

Question 12

What should you do once you have received a client brief. Explain the process from outset of the project.

Answer 12

• Thank them for the client brief.
• Hold a meeting if necessary to clarify scope.
• Produce a fee proposal including description, scope of service, fee proposal, terms of engagement.
• Issue and request client to let you know if there are any clarifications.

Question 13

Give examples of different communication methods. How do these help ensure good client care.

Answer 13

Verbal, non-verbal, written, graphic, listening

Regularly communicating will build trust.

Presenting yourself well and dressing sensibly will ensure a professional relationship.

Question 14

Give an example of a time you provided good client care.

Answer 14

• Acorn House
• ECFRS ext decs issues
• Appleford damp wall

Question 15

What were the main factors that you considered in quote analysis for Chapel Gate?

Answer 15

Issued recommendation pro formas which considered fee comparison, clarifications, supporting information, experience, recommendation

Question 16

For Kelsey Street, how did you present the different options to the client?

Answer 16

Detailed email where I highlighted the three options and the advantages and disadvantages of each. I also attached the reports from the asbestos / planning and flooring consultant and gave my recommendation for the floor to remain in situ as time was the key driver for the client.

Question 17

For Acorn House, what did the different sections of your report cover?

Answer 17

• Description
• Operatives on site and weather conditions
• H&S comments
• Progress tracking
• Quality comments and responses
• General comments
• Photos
• Drawings
• Previous quality responses

Question 18

Name different consultants that were appointed for the Chapel Gate project?

Answer 18

Ecology, rights to light, transport, fire engineer, principal designer, solar glare, wind assessment

Question 19

Why did you have to liaise with floor specialists, asbestos consultants and planning for the Kelsey Street project?

Answer 19

Asbestos consultant - confirm how to remove the asbestos from blocks and whether flooring could remain in situ
Planning consultant - to consider replacement of woodblock flooring in grade II building
Floor specialist - confirm impact on subfloor system and carpet tiles if installed over current woodblock flooring

Question 20

For Acorn House, why was the client satisfied in your performance?

Answer 20

• Issued reports on a consistent basis and on time
• Kept both client and contractor informed throughout
• Made parties aware of potential issues before they caused a problem on site, such as LD alarm system.

Question 21

what is the rics client money protection scheme? what is the guidance?

Answer 21

provides protection where a RICS firm cant repay a client’s money.
RICS Client Money Protection 2019

Question 22

What are the main requirements of the Client Money Protection Scheme?

Answer 22

Firms must join and pay levies, they must hold money with an appropriately authorised bank, notify details of the client money account to the client, confirm with the bank not to combine with another account, keep records and maintain PI.

Question 23

How is the Client Money Protection Scheme activated?

Answer 23

If a firm cannot repay a client’s money, the client can approach the RICS scheme administrator for assistance.

Question 24

What are the scope of services?

Answer 24

Services the consultant will undertake in relation to a project.

Question 25

What is included in a Party Wall notice?

Answer 25

BO name and address, signed, dated, served on all AOs, scope of works and start date

Question 26

How do you let tenderers know if theyre unsuccessful?

Answer 26

Unsuccessful tenderer letter providing brief explanation to each tenderer once contractor is to be appointed

Question 27

What insurances should be provided by a consultant or contractor?

Answer 27

• PII
• Employers liability insurance
• Public liability insurance
• Building Insurance
• Insurance as required under JCT (all risks insurance)

Question 28

What are KPIs? What are their purpose?

Answer 28

A key performance indicator is a type of performance measurement. KPIs evaluate the success of an organization or of a particular activity in which it engages.

Question 29

What data is normally gathered during the client briefing process?

Answer 29

• Project objectives and goals
• Key drivers
• Specific requirements
• Budget
• Procurement route, contract and project particulars

Question 30

Give an example of a time you met a client’s brief?

Answer 30

• Acorn House regular reports issued
• Floor refurbishment undertook CA role and completed the project on time and under budget.
• Machine Store - Undertook measurements and issued report within two weeks confirming my findings.

Question 31

How do you check the verity of reports and minutes?

Answer 31

• Get reports QA checked.
• Check minutes at start of meeting.
• Request any comments.

Question 32

What is client care?

Answer 32

the work of looking after customers and ensuring their satisfaction with one’s business and its goods or services.

Question 33

What is client empathy?

Answer 33

Understanding the needs of your clients and delivering VFM above and beyond their expectations.

Question 34

What do you need to consider when preparing a fee bid?

Answer 34

• Find out what the client wants and if we provide the service.
• Conflict check email
• Varying levels of sign off depending on fee value.

Question 35

How would you calculate a fee proposal?

Answer 35

I would review the work involved with the commission based on the level of
information available & calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate, adding a suitable allowance for OH&P.

Question 36

Why is client care important in your organisation?

Answer 36

We provide advisory services and a high level of trust between ourselves and our
clients is essential for a successful project delivery.
We also heavily rely on repeat business and have our reputation to maintain.

Question 37

What is your company procedure for client’s feedback?

Answer 37

• Project reviews every two months
• Informal continuous feedback
• Questionnaire at end of project