Client Care

Question 1

What is Client Care?

Answer 1

Process of understanding client requirements, suggestions and complaints - to analyse and enhance service delivery.

Question 2

Why is client care important?

Answer 2

To retain existing clients, and attract new ones.
Reduce likelihood of conflict.
Maintain strong reputation.

Question 3

How do you conduct yourself around clients?

Answer 3

Presentable and well mannered.
Always respectful.
Ensure actions are in the clients best interests.

Question 4

How do you build trust with clients?

Answer 4

Don’t give advice outside of competence.
Always act professionally.
Provide high level of service.
Transparency.

Question 5

Difference between client and customer?

Answer 5

Client - under protection of another, ongoing.
Customer - purchases a commodity or service, one time.

Question 6

What is a project stakeholder?

Answer 6

Parties interested in a project.

Question 7

What is a “soft landing”?

Answer 7

Ensure transition to occupation is bump-free.

Question 8

Quality management systems examples.

Answer 8

PEP - Project Execution Plan.
PCP - Project Control Plan.
Payment schedules.
Standardises contract forms.
Templates.

Question 9

What is a lesson learnt workshop?

Answer 9

Review of recent failures/successes to implement on future projects.

Question 10

How does your company obtain formal client feedback?

Answer 10

Client Care surveys are issued consistently throughout an engagement.

Question 11

What are KPI’s?

Answer 11

Key Performance Indicator.

Question 12

KPI examples?

Answer 12

Number of defects.
Construction cost.
Programme milestones.
Environmental.
Collaboration.

Question 13

Why should you maintain client relationships, and not just build new ones?

Answer 13

Many jobs are secured through repeat business. Build reputation.

Question 14

What is a complaint?

Answer 14

Expression of dissatisfaction, when expectations are not met.

Question 15

When do you notify the insurance company after a formal complaint.

Answer 15

ASAP.

Question 16

How do you deal with a formal complaint?

Answer 16

Acknowledge the complaint.
Notify my firms complaint handling manager.
Carry out an investigation.
Identify outcome and rectification.
ANIOR

Question 17

RICS guidance on complaints?

Answer 17

Complaints Handling 2022.

Question 18

How are complaints avoided?

Answer 18

Clear expectations and scope.
Good communication.
Follow RICS standards.

Question 19

RICS information on handling client money?

Answer 19

Client Money Handling Professional Standard.

Question 20

Objectives of Client Money Handling professional standard?

Answer 20

Clear rules to have controls and procedures to protect client money.

Question 21

Key requirements of Client Money Handling professional standard?

Answer 21

Client account requirements.
Appropriate accounting controls.
Rules for managing unidentified funds.
AAU

Question 22

Definition of Client Money?

Answer 22

Money an RICS regulated firm holds or receives on behalf of another person.

Question 23

What sort of information would be in a client brief for a professional appointment?

Answer 23

Project details.
Insurances required.
Terms of appointment.
Duration.
Client policies.
Key success drivers.

Question 24

Information included in consultants fee proposal for professional service?

Answer 24

Scope.
Terms.
Basis of pricing and fee.
Information on the team incl. CVs.
Project details.
Duration.
Insurances.
Assumptions and exclusions.

Question 25

Once verbally agreed, what do you do to implement an appointment?

Answer 25

Follow up in writing.

Question 26

What is a consultant appointment document?

Answer 26

Terms and conditions for consultant services to a client.

Question 27

How would you calculate professional fees for a new commission?

Answer 27

Understand client and project requirements.
Assess seniority of staff required and numbers.
Assess duration.
Apply rates.

Question 28

If your fee proposal is wrong, can you change it down the line?

Answer 28

No, unless project req. have changed.

Question 29

Could there be any issues with all PS being delivered by one consultancy?

Answer 29

Could find it harder to challenge colleagues from the same business.
But can also be more efficient.

Question 30

If your fee is higher, how do you justify that against a lower fee firm?

Answer 30

Explain the calculation behind the fee and how it meets requirements.
Offer to reduce the scope to meet the lower fee.

Question 31

When is a consultant due additional fees?

Answer 31

Contract insolvency.
Programme delay.
Change of scope.
Change of project budget.

Question 32

When can you decline new work from a client?

Answer 32

Conflicts of interest.
May be illegal/unethical.
Conflicts with RICS rules.
Scope outside competence.

Question 33

What is your firms Complaints Procedure?

Answer 33

Aligns with RICS.
1. Upon receipt, discussed between director and commission manager.
2. Precautionary notice is raised and corrective action initiated, signed by both parties.
3. Write to client to let them know the complaint is being dealt with.
4. If client is still unhappy, then a meeting is arranged.
5. Then regional MD, then CEO.
6. Dispute resolution after that, per contract.

Question 34

What is your firms Client Care process?

Answer 34

Request Client Care at regular intervals (every 6 months), in pre-agreed format.
- Service Quality.
- Leadership satisfaction.
- Individual performance.
- Likelihood to recommend.
- Overall performance.
- Service improvement suggestions.
Also outlines Client complaints handling procedure.

Question 35

How do you know whether you owe a duty of care?

Answer 35

Is there reasonable foresight that failure to take care could cause damage?
Is there a relationship of proximity?
Is it fair, just and reasonable that the law should recognise a duty to take reasonable care not to cause that damage?