Client care Flashcards
How might a landlord/investor’s requirements differ from a tenant/occupier?
- Landlords typically longer-term investments.
- Tenants typically shorter-term.
- Landlords interested in value of their assets and cost to maintain.
- Tenants interested in reducing liability i.e. dilaps.
Client A approaches you asking you to undertake a TDD survey, client B an RCA. Tell me about the different information you might need from them and how this might differ between the two service lines?
TDD:
- Condition of fabric.
- Defects.
- Lease abd licences.
- H&S info.
- O&Ms.
RCA:
- Floor area.
- Floor plans.
- Building elements.
- Location.
What things need to be considered when agreeing fees with a client?
- Brief agreed.
- Deadlines.
- Resources.
How did you confirm your appointment with the client?
- Engagement letter.
- T&Cs.
What would you do if a conflict flagged up during a conflict check?
- Inform client - try to get informed consent.
- If conflict meant I couldn’t undertake my duties impartially then reject instruction or refer to other suveyor.
- Information barrier.
Windsor Walk, London – the revised option which included repairs to the parapet wall - how did you present these to the client?
I presented both options to them stating the benefits of both, but emphasised that constant maintenance would likely be required if the parapet wasn’t remediated as well.
Can you give me an example of when you provided good client care?
Providing regular updates on the progress of a project when acting as CA.
Following on from “Can you give me an example of when you provided good client care?”
What one of the Rules of Conduct would this demonstrate?
Rule 3: Diligence.
Windsor Walk: Explain how you have managed more than one stakeholder.
- Regular meetings [contractor].
- Progress reports [client].
- Good communication [calls and emails].
