Client Care

Question 1

What is client care?

Answer 1

The principle is looking after client’s best interest and providing an appropriate level of services that achieves client’s need and value for money

Question 2

Provide examples of client care and empathy skills?

Answer 2

Prioritse each client’s needs, make the client feel their project is the only comission I am working, agree with deadlines in advance and meet them, ensuring quality of work to high standard.

Question 3

Why is client care important in surveying firms?

Answer 3

Encourage repeat business, positive testimonials and word of mouth, reduce potential negligence claim to arise

Question 4

How would you identify the needs of client?

Answer 4

Client account planning sessions, discussions on key deliverables, review past CPF and identify improvements, review any complaints to identify mistake and best practice

Question 5

What is a Client Brief?

Answer 5

Formal statement of project objectives and operational requirements, with sufficient detail to enable integrated team to execute specs and design as reference.

Question 6

What is your company‘s complaint handling procedure?

Answer 6

1. Acknowledge the Complaint, Provide CHP
2. Nominate a contact person for the case, Director
3. Evaluate the complaint
4. Check with insurer if complain can lead to claim
5. Investigate the complaint
6. Respond timely
7. Escalate to independent redress
8. Record keeping

Question 7

What is Redress Scheme?

Answer 7

scheme within RICS where RICS can offer a impartial ombudsman review

Question 8

What is professional indemnity insurance?

Answer 8

D esigned to protect businesses and professionals from legal claims made by clients or third parties due to errors, negligence, or inadequate services

Question 9

What does your PII cover?

Answer 9

Maximum ceiling claim - 10M
Services according to agreed scope of works (cost management)
Claim made basis
Covers present and past employees
Run-off cover
Fire safety exclusions

Question 10

What are the exclusion under your PII?

Answer 10

Terrorism, indirect losses, construction management, losses from computer programme, design and specs, legal advice, collateral & 3rd party, contamination & pollution, fire safety, survey or inspection

Question 11

How do you handle client’s money?

Answer 11

Separate client and firm money, record-keeping, client money protection, transparency and communication, internal and external audits, client consent

Question 12

What is runoff insurance?

Answer 12

Liability insurance coverage that continues to provide protection after a business or professional activity has ceased

Question 13

How long is the coverage of run-off insurance?

Answer 13

If not stated in the contract, it covers within limitation period, typical 6 years for construction contracts.

Question 14

How would you calculate fee proposal?

Answer 14

Review work based level of information available, calculate time and resource required against hourly and OHP

Question 15

What are the contents of fee proposal?

Answer 15

Fee Proposal, Scope of Works, Assumptions, Exclusions

Question 16

How did you ensure that the client’s requirement are attained and communicated properly among your team members?

Answer 16

Meet client and generate project brief, client reviews and approves brief, team kickoff meeting, distribute document, assign each member roles and deliveries, regular catchup meetings, internal review and QA, delivery and feedback

Question 17

When is feedback form issued to Client?

Answer 17

Depending on the length of service. For precontract, we issue CPF every delivery of cost plans

Question 18

What are the contents of the feedback form?

Answer 18

Scoring in terms of time completion, value for money, quality, meeting client’s requirements, health and safety practices, sustainable measures, and overall performances

Question 19

What is the purpose of the feedback form?

Answer 19

Sets standards for firm and areas for improvement, encourage client satisfaction

Question 20

Give me an example of issuing and receiving feedback form and how is it dealt with?

Answer 20

Every delivery of cost plan stage, we issue CPF to client, once returned, the feedback is discussed within senior members of the team, to check rooms for improvement and get back to client whenever required.

Question 21

What are common causes of failure?

Answer 21

Inadequate planning, poor governance, lack of clear business objectives, and poor communication

Question 22

How to address them?

Answer 22

Embedding lessons learned culture. Culture of open dialogue, continuous learning, and applying knowledge