Client Care

Question 1

What KPIs does your company’s client satisfaction survey monitor?

Answer 1

Timely delivery
Relationship
Capability
Quality of service
Value for money

Question 2

How do you define a client’s objectives?

Answer 2

Set up a briefing meeting to communicate with the client.
Identify their deliverables and objectives, and overall brief and scope.
Identifying what value means to that client.

Question 3

How do client objectives differ between projects?

Answer 3

Scope
Time
Cost
Quality

Question 4

What types of fee exist?

Answer 4

Time charged basis, or fixed.

Question 5

How would you calculate a fee?

Answer 5

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

Question 6

What should be included in a company’s complaints handling procedure?

Answer 6

Info about who is the appointed complaint handling contact is within the firm.
Request that all complaints are made in writing.
The stages of the complaint procedure.
The timescales for considering a complaint.

Question 7

Can Employer or Public Liability be capped?

Answer 7

No - Liability cannot, however, insurances are.
Cannot be capped for actual fraud and shall not limit our liability for death or personal injury caused by negligence.

Question 8

What is the ISO standard for complaints handling procedures?

Answer 8

10002

Question 9

Why is it important to build relationships?

Answer 9

To earn the trust of clients and gain opportunities to be shortlisted for future work.
As an RICS member to help build and promote trust in the institution.

Question 10

Why is it important to identify a client’s requirements?

Answer 10

In order to deliver a high standard of service and ensure that they are satisfied you need to know what the client expects.
To ensure their requirements will be met, which will avoid wasting resources doing effectively abortive work.

Question 11

What are the typical contents of a fee proposal?

Answer 11

Scope of services provided.
Terms of appointment.
References to relevant experience.
CV’s/Organogram.
The fee.
Form of agreement including T&Cs.
Level of PII.
Clarifications & Exclusion.

Question 12

What are the types of client brief?

Answer 12

Statement of need.
Strategic brief.
Project brief.

Question 13

What are some KPIs?

Answer 13

Profitability.
H&S Scores.
Local Labour.
Environmental scoring.

Question 14

What is CSR?

Answer 14

Corporate Social Responsibility
Companies having a positive impact on community rather than just generating profit.

Question 15

Challenges of covid & brexit to client care?

Answer 15

Harder to build rapport when all remote during covid - more complaints when not in person.
More claims around covid, delays and difficulties sourcing labour & materials - added pressure on to client relationships.
UK-GDPR & confidential information almost all electronic.

Question 16

Can you explain your company’s complaint handling procedure to me?

Answer 16

1. Your Key Client Contact with the company will be responsible for dealing with your complaint.
2. Request a written summary of your complaint to the person dealing with it.
3. Your written complaint will be acknowledged within two days.
4. We will liaise with you to agree a resolution/plan for corrective action to remedy the complaint (within 5 days).
5. If you are dissatisfied, we will refer the matter to the Operations Director of the business, who conduct a separate review and contact you to inform you of the conclusion of this review (28 Days).
6. If you remain dissatisfied, then we will attempt to resolve this promptly through negotiations. Otherwise enter into mediation in accordance with the Centre for Effective Dispute Resolution (CEDR). Operated by the Royal Institution of Chartered Surveyors.
7. If the complaint has still not been resolved, we will refer your complaint to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators.

Question 17

Explain how you dealt with a complaint to ensure customer satisfaction?

Answer 17

Promptly, proactively & kept informed. Followed up after.

Question 18

What do you understand by client care?

Answer 18

Understanding client needs and requirements.
Complaint Handling procedures.
QA procedures.
KPI’s.
Regular communication.
Client feedback and review of services provided.

Question 19

Why is Client Care important for surveying firms?

Answer 19

The majority of work is developed through repeat business from existing clients.
Providing excellent client care can also reduce the potential for conflict and negligence claims to arise.

Question 20

How do you conduct yourself with a new client?

Answer 20

Well mannered.
Well presented.
Respectful.
Friendly and enthusiastic.

Question 21

How do you build trust with a client?

Answer 21

Only act within your level of competence.
Always act in a professional manner.
Always provide a high level of service.
Be transparent.
Be open and honest.

Question 22

What is a project stakeholder?

Answer 22

A person or organisation who has an interest in the project.

Question 23

What is the term soft landings referring to?

Answer 23

A strategy to ensure the transition from construction to occupation is bump free and operational performance is optimised.

Question 24

What is a lesson learnt workshop?

Answer 24

Review a recent failing or success on a project.
Put a procedure in place to prevent the failing happening again.
Review the success and share with others.

Question 25

What is your company’s procedure for obtaining formal client feedback?

Answer 25

Client satisfaction surveys are issued at key project stages.

Question 26

How do you act upon feedback from a client?

Answer 26

The feedback should be formally recorded.
Share the positives and discuss how negatives can be improved.
Ensure feedback is fed back during a lessons learnt workshop.
Review the improvement in 6 months or suitable period.

Question 27

What are KPI’s?

Answer 27

Key Performance Indicators
Measure supply chain performance.
Can be used to benchmark business performance against others.

Question 28

When should you decline an instruction of new work from a client?

Answer 28

If there is a Conflict of Interest.
My firm may not be able to resource the job adequately.
If the project is outside of my skillset.
If the work was unlawful.

Question 29

How would you limit the risk of working with a client who may be
financially unstable?

Answer 29

I would use a screening process to check the client’s finances, this could include:-
A company search using the Companies House website to obtain their account information.
A credit safe credit check.
An Internet search using their website for additional information and to make a judgement on
their reliability.

Question 30

If your client asked you to lower your fees because of their limited
funding, what would you do?

Answer 30

The client would have to pay the required price for the level of service required or reduce the scope of works involved.

Question 31

How many stages does the RICS specify as a minimum for CHP?

Answer 31

The RICS specifies 2 stages as a minimum:
Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the
designated complaints handler.
Stage 2 – If the complaint cannot be resolved this is referred to the independent redress
mechanism.

Question 32

What is a complaint?

Answer 32

An expression of dissatisfaction.

Question 33

Are you aware of any guidance with regards to complaint handling?

Answer 33

Complaints Handling, 1st Edition, July 2016 - Updated in Jan 2022 with Rules of Conduct

Question 34

How can complaints be avoided in the first instance?

Answer 34

Setting out clear expectations.
Communicating clearly and effectively with the client and stakeholders.
Put everything in writing to ensure everything is documented.
Follow company procedure.
Seek feedback.

Question 35

What are the advantages / disadvantages of working from a client’s
office?

Answer 35

The advantages are quicker and clearer lines of communication.
A better understanding of the client’s culture, needs and expectations can be determined.
The disadvantages are the loss of technical support from colleagues and a possible isolation from my own organisation’s culture.

Question 36

Has RICS published any information on handling clients’ money?

Answer 36

Client Money Handling - Professional Statement 1st Edition October 2019.
Provides clear rules for RICS firms and members on appropriate controls and procedures to keep client money safe.

Question 37

What is meant by clients’ money?

Answer 37

Money of any currency that a RICS regulated firm holds or receives.

Question 38

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

Answer 38

Services required.
Insurances required.
Terms of appointment.
Duration of appointment.
Client procedures and policies.
Key drivers for success.

Question 39

What might be excluded from a consultant fee proposal?

Answer 39

VAT
Disbursements
Dealing with claims
Services that are not required

Question 40

Could there be any issues with having all professional services delivered by the same practice?

Answer 40

Harder to be critical of colleague.
Perceived conflict of interest.
Advantages as well, team are usually more efficient.

Question 41

A client asks you to lower your fee to beat the price of another consultant, what do you do?

Answer 41

Explain how the fee was calculated and advise that I did not want to enter a dutch auction with another practice.
If the client is looking for a reduced fee I could review the scope of service to understand where services could be reduced.

Question 42

What is a consultant appointment document?

Answer 42

Appointment documents are terms and conditions for services being provided by a consultant to a client.

Question 43

On what grounds would you ask for additional fees?

Answer 43

Dealing with insolvency of a contractor.
Delay to programme.
Increased scope of service.

Question 44

Once you agree services with your client, what should you do next?

Answer 44

Follow up in writing to confirm T&C’s, fee and scope of service.

Question 45

L1 - How do you obtain a client’s brief?

Answer 45

I would set up a briefing meeting to understand the clients business objectives, project requirements and expected outcomes. I would also get an understanding of timescales and budget.

Question 46

L1 - How do you meet their expectations?

Answer 46

I would meet their expectations by understanding the client and their requirements and agreeing on their strategy, goals and timelines.
I would remain open, honest and professional, and communicate clearly and concisely to deliver on their intended objectives.

Question 47

L1 - How would you compromise your professional duty?

Answer 47

I would compromise my professional duty if I were to accept a bribe or fail to notify a client of a potential conflict of interest.

Question 48

L1 - How do you ensure that you are open, honest and transparent?

Answer 48

I do not mislead others and I am always open and transparent with clients about fees and services.

Question 49

L1 - How does being open and transparent
fit in with RICS ethics?

Answer 49

This follows Rule 1 of the Rules of Conduct. Members and firms must be honest, act with integrity and comply with their professional obligations.

Question 50

L1 - How do you adapt your approach to differing clients?

Answer 50

Some clients do not have the same level of technical knowledge as others. I therefore have to adapt my way of communicating to accommodate lay people.

Question 51

L1 - What are some KPIs?

Answer 51

Number of defects.
Profitability.
Remaining on programme.
Use of Local labour.

Question 52

L1 - How do you feedback lessons learnt?

Answer 52

Review with the team in a lessons learnt workshop.

Question 53

L1 - What behaviours in your working life should you expect to show good client care practice?

Answer 53

Defining the client’s brief, as well as understanding their needs and requirements. Having client feedback meetings and looking out for your clients best interests.

Question 54

L1 - What would you consider necessary if you are setting up a complaint handling procedure?

Answer 54

Nominating a complaint handler within your practice, as well as identifying a third party redress scheme such as CEDR.
Having the process approved by the RICS.

Question 55

L1 - What do you understand by the term corporate social responsibility?

Answer 55

Action taken that positively impacts on the environment, communities, the workplace and suppliers.

Question 56

L1 - Does your company have a CSR policy?

Answer 56

Yes, I am a member of the NW CSR team. We aim to give back to the community and have local charities that we fundraise for.

Question 57

L1 - What current challenges is Covid and/or Brexit bringing to Client Care?

Answer 57

Covid has made it harder to form a rapport with clients due to remote working.
There has also been difficulty meeting client briefs around budget and programme with delays on site due to staff shortages, as well as material shortages.

Question 58

L2 - Fast House – you produced a dashboard, what did this contain?

Answer 58

The dashboard contained a comparison between masonry and timber house types throughout UK locations. The client wanted to establish which method of construction was cheaper for varying plot sizes.

Question 59

L2 - What feedback did your client give you on Fast House?

Answer 59

The client advised that the dashboard provided them with the exact data they required in order to make an informed decision on timber or masonry construction. They thanked us for our work and advised us that they would recommend our service to other developers.

Question 60

L2 - What KPI’s or performance measures would you put in place so the client can measure your performance throughout the life of the project?

Answer 60

Items such as number of change requests, as well as budget variance.

Question 61

L2 - Explain the process that you undertake to establish the client’s objectives?

Answer 61

I would set up a briefing meeting to understand the clients business objectives, project requirements and expected outcomes. I would also get an understanding of timescales and budget.

Question 62

L2 - How would you evaluate risk when clarifying ambiguities and the critical information?

Answer 62

Set up a risk workshop with the project team.
Identify the risks and qualitatively and quantitively assess them, assigning a probability/likelihood of the risks occurring.
Apply a cost to each risk to identify a total risk allowance.

Question 63

L2 - How would you assess and calculate fees?

Answer 63

I would understand the clients scope of service and their budget.
I would proceed to understand the seniority of resource and number of people required to undertake the activity.
I would confirm the number of hours required to complete the task and apply a rate to calculate a total fee.

Question 64

L2 - Wythenshawe – how did the clients reliance on you come about?

Answer 64

I had a strong working relationship with the client and they were distracted with the handover of the Wythenshawe Theatres. They felt comfortable approaching me assist with arranging the contractor interviews.