Client Care

Question 1

What is meant by client care?

Answer 1

The continuous process of understanding a client’s requirements and suggestions to enhance service delivery.

Question 2

Provide an example of when you have provided exception client care.

Answer 2

For the Birmingham NHS Trust, my client asked whether I could provide services for a new workstream. I understood what the client’s requirements were and prepared a scope of service. I was transparent wiht the client, advising that the services could not be delivered in the existing resource profile but liaised with my directors to arrange a suitable colleague.

Question 3

Why is client care important?

Answer 3

1. It delivers the best outcome for my client and project
2. It reduces the likelihood of conflict
3. It can win repeat business

Question 4

How do you conduct yourself when interacting with clients?

Answer 4

1. Well-mannered
2. Presentable
3. Personable

Question 5

Why is it important to maintain existing relationships, rather than just building new ones?

Answer 5

1. Because a large percentage of commissions are won through repeat business.
2. Maintaining and building existing relationships builds a positive image for the company.

Question 6

How do you build trust with your clients?

Answer 6

I provide a high level of service, fulfil my commitments to them and only advise within my scope of competence.

Question 7

Client vs. customer?

Answer 7

A customer purchases a commodity or service.

A client is under an ongoing protective relationship.

Question 8

What is a project stakeholder?

Answer 8

Anyone who has an interest in the project.

Question 9

What quality management systems have you implemented on a project?

Answer 9

1. Project Execution Plan
2. Use of reporting templates
3. Use of standardised administrative forms

Question 10

What is a lessons learnt workshop?

Answer 10

A workshop that reviews the failures and successes of a project for future learning or implementation.

Question 11

What is a KPI?

Answer 11

A key performance indicator, used to measure success against targets.

Examples included:
- Number of project milestones achieved on time
- Number of risks realised as issues

Question 12

What is G&T’s quality policy?

Answer 12

• A statements that sets out the company’s intention to minimise risk for its clients and maximise the value of their projects. It is underpinned by a number of values including being ethical and providing unbiased advice.

Question 13

What is a complaint?

Answer 13

An expression of dissatisfaction.

Question 14

What is G&T’s complaints handling procedure?

Answer 14

A two-stage process.

Stage 1 - if I receive a complaint in writing, I will notify my project or client partner. The partner will then refer the complaint to the company secretary and general counsel for logging, investigation and resolution.

Stage 2 - if Stage 1 does not resolve the complaint, the complainant can take it to an independent redress provider as approved by the RICS Regulatory Board.

Question 15

What is the RICS guidance on complaints handling?

Answer 15

Complaints handling, reissued in October 2023 as a professional standard.

It sets out that firms must operate a complaints handling procedure and maintain a complaints handling log.

The procedure must be two stages and provide access to independent redress.

Question 16

How do you avoid complaints in the first place?

Answer 16

1. Set clear expectations in scopes of service etc.
2. Good communication with client and stakeholders
3. Follow procedure and policy.

Question 17

What is RICS Standard of Service document?

Answer 17

I was mistaken but I stated it with reference to RICS Standards like the Black Book and other best practice guidance.

Question 18

What would you expect to see in a client’s brief for professional appointment?

Answer 18

1. Details of the project and professional services required
2. Required insurances
3. Terms of appointment and expected duration

Question 19

What would be included in a consultant’s fee proposal for professional services?

Answer 19

1. Scope of service
2. Terms of appointment
3. Basis of fees/pricing
4. Proposed team
5. Exclusions / qualifications

Question 20

After verbally agreeing services with a client, what do you do next?

Answer 20

Follow up in writing to confirm terms, fees and scope of service.

Question 21

What is a consultant appointment document?

Answer 21

A set of terms and conditions provided by the consultant.

Question 22

How do you calculate professional fees for a new commission?

Answer 22

I would understand the client and project requirements then define the level of seniority and number of people required to complete the activities. I would then apply a daily rate and review as a % against the project budget.

Question 23

Into the project, you realise you have undercalculated fees and resources. Would you go back to the client for more fees?

Answer 23

It would be reasonable if the requirements of the scope or service had changed. However if they were the same, it would be my mistake to learn from next time. I wouldn’t reduce the level of service.

Question 24

What challenges are there for the client if all services are delivered by one consultancy?

Answer 24

It may be harder to challenge colleagues form the same company or there may be a conflict of interest if errors are dealt with in a different manner.

There are advantages too including efficiencies in ways of working.

Question 25

You have submitted a bid. The client says they would like you to do the work but for a lower fee to match another practice. What do you do?

Answer 25

I would justify the fee calculation by setting out the resource profile and avoid comparison with another firm.

I would offer to review the scope to see where areas of scope could be reduce to reduce fee.

Question 26

On what grounds may consultants be due additional fees?

Answer 26

Increased scope of service or project budget, or changes to the brief.

Question 27

When would it be appropriate to decline new work from a client?

Answer 27

If the scope is outside the competence of the firm or if there is a potential conflict of interest.