Client Care

Question 1

What is Client Care?

Answer 1

Client Care refers to the practices and principles that professionals use to manage and nurture relationships with their clients. It involves ensuring that Clients receive the highest level of service, feel valued, and have their needs met throughout the duration of the project. Effective Client Care is crucial for building trust, maintaining long-term relationships and ensuring Client satisfaction. This can be done by the list to the right.

Question 2

Why is Client Care important?

Answer 2

• Its important to retain existing clients and secure repeat business.
• Maintain a strong reputation within the industry and so attract further clients.
• Due to the long term, bespoke & advisory nature of construction projects, it is important to establish a high level of trust with the client.

Question 3

Who are the best Clients?

Answer 3

• Existing Clients as they generally present the highest potential/prospects for further work.
• Built a reputation from past success / delivery.
• Existing Clients are the most profitable than finding a new one.

Question 4

Can you give me an overview of the principles of Client care?

Answer 4

1. Identify clients, both existing and new to maintain working relationships and bring in new work.
2. Understand different types of clients and understand their general objectives and interests.
3. Refer to RICS code of conduct when building and maintaining relationships.
4. Have a complaints procedure.
5. Collect and respond to client feedback.
6. Manage clients’ accounts.

Question 5

What is AECOM approach to Client care?

Answer 5

The AECOM Client Programme provides a structured approach to engage more closely with the firm’s clients. It supplements project-based feedback and acts as a platform to:
- Obtain independent client feedback.
- Broaden and strengthen relationships, both internally and with our clients.
- Create a more cohesive team approach.
- Take a step back from project delivery and develop our understanding of the strategic needs of clients so that we can deliver services in the context of these challenges.
- Deliver new levels of commercial creativity and innovation.
- Proactively measure how we are providing services and managing relationships.
- Client feedback is obtained via periodic meetings with an independent party within the firm.
- Clients’ folders are stored which contain:
- Key contact information
- A KPI target tracker which is kept updated
- Any relevant documentation including the Client plan which documents the current status of the account together with the action plan in line with clients’ strategic objectives and associated challenges. This includes the following;
1. Executive introduction.
2. Financials.
3. KPI’s.
4. Project summary with associated benefit to client.
5. Organisation chart
6. Contact map.
7. Contact matrix.
8. SWOT.
9. Action plan.
- The action plan is agreed with the client and forms the basis for on-going measurement of AECOM’s performance.

Question 6

What mechanisms of client care are you aware off?

Answer 6

• Client feedback forms
• Peer reviews
• Review of KPI’s
• Quality Assurance procedures
• Complaints handling procedure
• EDMS (Electronic Data Management System): Storing key information about clients – knowledge sharing

Question 7

What is a peer review and how is it carried out?

Answer 7

Involves someone who is not directly involved in the project undertaking a review at key points win the project with the aim to pick up any potential issues before they develop.
Ensures services are being delivered to the required standards.
Involves the following:
- Ensures that a formal agreement / appointment / contract is in place
- Ensures internal QA procedures are being adhered to
- Reviews technical accuracy and appropriateness of work being carried out
- Identifies risk / opportunities
- Compares work being undertaken to the scope
- Identifies lessons learnt / actions

Question 8

What is the information contained within a clients brief?

Answer 8

• Project Overview: Objectives and background.
• Scope of Work: Deliverables, tasks, and exclusions.
• Project Requirements: Technical specs, budget, and timeline.
• Stakeholders: Key people and their roles.
• Communication: Reporting plans and approval processes.
• Risks and Constraints: Potential risks and limitations.
• Success Criteria: KPIs and acceptance standards.
• Legal Information: Terms, conditions, and confidentiality.
• Additional Info: Relevant past work, preferences, and assumptions

Question 9

How do you determine whether you are competent to undertake a particular scope of services?

Answer 9

I evaluate my qualifications, experience, and knowledge to ensure alignment with the service. If unsure, I seek advice from senior colleagues or external experts.

Question 10

What actions would you take if asked to provide services beyond your expertise?

Answer 10

I would inform the client, decline the task, and suggest a qualified professional or collaborate with experts where appropriate.

Question 11

Why is it important to clearly define the scope of services in a client agreement?

Answer 11

It ensures both parties understand deliverables, prevents disputes, and manages expectations.

Question 12

What is the relationship between the scope of services and your PI insurance?

Answer 12

PI insurance protects against claims within the agreed scope. Services outside this scope may not be covered, exposing me to liability.

Question 13

How do you ensure the scope of services meets client expectations while staying within limitations?

Answer 13

I consult with the client to align objectives with deliverables, clearly outline exclusions, and ensure compliance with my professional capabilities.

Question 14

How do you confirm services fall within PI insurance coverage?

Answer 14

I review the policy before starting a project and consult my insurer if there is uncertainty.

Question 15

Why is it important to consult your PI insurer for a new project?

Answer 15

It ensures the services align with policy coverage, avoiding gaps that could lead to personal liability.

Question 16

What steps would you take if unsure about coverage for a service?

Answer 16

I would contact my insurer for confirmation and either decline the service or adjust the scope to ensure compliance.

Question 17

How do you communicate competence and PI insurance boundaries to clients?

Answer 17

I include clear statements in the agreement and discuss any limitations during initial meetings.

Question 18

Why is transparency with clients essential?

Answer 18

Transparency builds trust, manages expectations, and minimizes disputes or claims.

Question 19

How do you identify risks in services outside your expertise or PI coverage?

Answer 19

I perform risk assessments, comparing the scope against my skills and insurance coverage.

Question 20

Example of effective risk management protecting against liability?

Answer 20

A client requested additional services outside the scope. I documented the request, clarified the limitations, and referred them to a specialist.

Question 21

Why is it important to review and update the scope regularly?

Answer 21

Projects evolve, and regular reviews ensure new tasks are agreed upon and align with insurance coverage.

Question 22

How would you handle evolving client needs beyond the scope?

Answer 22

I would revise the scope, gain client approval, and confirm insurance coverage before proceeding.

Question 23

How would you handle disputes regarding the scope to comply with PI insurance?

Answer 23

I would refer to the signed agreement and supporting documentation to demonstrate the scope was clearly defined and insured.

Question 24

What documentation would you maintain to demonstrate the scope was agreed upon?

Answer 24

Signed agreements, meeting minutes, correspondence, and records of changes to the scope.

Question 25

How are fees typically established for project management services?

Answer 25

In project management, fees are determined based on several key factors, each of which impacts the total cost of services:

Understand the Scope of Work: Define the services, assess client needs, and estimate the time and resources required.

Consider Competence and Expertise: Factor in the skill level, experience, and qualifications needed for the job.

Market Conditions: Align fees with industry standards and adjust based on supply and demand.

Client Budget and Expectations: Consider the client’s budget and negotiate fees accordingly.

Choose a Fee Structure: Options include fixed fees, hourly rates, percentage fees, or retainers.

Cost Considerations: Include overheads and plan for contingencies.

Legal and Ethical Considerations: Ensure compliance with RICS standards and maintain transparency with clients.

Review and Adjust: Regularly update fees based on feedback, market changes, and inflation.

This approach ensures fees are fair, competitive, and aligned with the value provided.

Question 26

What are standard forms of appointment, and why are they used in the project management process?

Answer 26

Standard forms of appointment are pre-established, commonly used contracts that define the relationship between the project manager (or other consultants) and the client. These forms set out the roles, responsibilities, and terms of the agreement, ensuring that both parties are clear on their expectations.

Standard forms of appointment are used for several reasons:

Clarity and Consistency:
They provide a clear framework for the roles and responsibilities of the project manager and the client, ensuring that both parties understand what is expected of them. This reduces the potential for misunderstandings and disputes.

Efficiency:
By using a standard form, much of the negotiation and drafting time is saved. The form is designed to cover common situations and conditions, allowing for quicker project setup and contract finalization.

Risk Management:
These forms help manage legal and financial risks by including clear terms regarding fees, scope, timeline, liability, and dispute resolution processes. They provide a balanced approach to allocating risks between the parties.

Compliance with Industry Standards:
Standard forms of appointment, such as those provided by RICS or other professional bodies, are developed to ensure compliance with best practices and relevant legislation. They align with professional and ethical standards, ensuring that the project manager’s role is carried out in a legally sound manner.

Flexibility:
While the core structure of the form is standard, there is often room for adjustments to suit the specific needs of the project or the client. This allows for flexibility in tailoring the contract to different project requirements.

Question 27

Can you give examples of standard forms of appointment commonly used in the UK, and how would you decide which one to use?

Answer 27

RICS Standard Form of Appointment: This is one of the most commonly used forms, particularly for projects where the client wants the project manager to take on a full range of responsibilities, including management of the project budget, schedule, and overall delivery.

Question 28

What mechanisms are typically included in an appointment document for professional services (e.g., project management)?

Answer 28

Scope of Services

Defines specific services, deliverables, and boundaries of responsibilities.
Roles & Responsibilities

Details obligations of both the professional and the client, including third-party interactions.
Fee Structure & Payment Terms

Defines the fee agreement, payment schedule, and invoicing terms.
Timeframe & Deadlines

Specifies project timeline, milestones, and delay management.
Risk Allocation & Liability

Includes indemnities, liability clauses, and insurance requirements.
Dispute Resolution Mechanisms

Steps for resolving conflicts, including termination clauses.
Confidentiality & Data Protection

Ensures confidentiality and compliance with data protection laws.
Change Management

Defines how variations and scope changes are managed and approved.
Force Majeure

Addresses unforeseen events that could impact the project.
Termination & Exit Strategy

Conditions for contract termination and exit procedures.
Performance Monitoring & Reporting

Defines how progress will be reported and quality assured.
Intellectual Property Rights

Specifies ownership of intellectual property generated during the project.

Question 29

What are the key insurance requirements for professionals in project management, both legally and as per RICS guidelines?

Answer 29

Professional Indemnity Insurance (PII)

Legal Requirement: Not legally required in all jurisdictions but essential for protecting against claims of negligence or errors in the professional service provided.
RICS Requirement: RICS mandates that project managers and consultants hold adequate PII, with coverage often recommended at a minimum of £1 million.
Employers’ Liability Insurance

Legal Requirement: In the UK, employers’ liability insurance is legally required for businesses with employees to cover injuries or illnesses sustained at work.
Public Liability Insurance

Legal Requirement: Not always a legal requirement but recommended for professionals working directly with the public or contractors, covering damage or injury caused to third parties on site.
Contractual Insurance Obligations

RICS Requirement: Often, appointment documents will include specific contractual requirements for insurance, including adequate PII, and minimum levels of coverage for the scope of services.
Health & Safety Insurance

Legal Requirement: Professionals may be required to hold specific insurance related to health and safety risks, particularly in construction-related projects.
Client Requirements

RICS Guidance: Clients may require specific levels of insurance before engaging a professional service provider, including coverage for project delays, damage, or financial loss.
Insurance for Subcontractors

RICS Guidance: Project managers may be required to ensure that subcontractors hold appropriate insurance, particularly for PII and public liability, depending on the nature of the work.

Question 30

What are the RICS requirements for Professional Indemnity Insurance (PII) for project managers and other consultants?

Answer 30

Mandatory Requirement:
RICS requires all members (project managers, quantity surveyors, and other consultants) who provide professional services to hold adequate Professional Indemnity Insurance (PII) to cover claims arising from negligence, errors, or omissions in their work.

Minimum Coverage:
The minimum level of PII coverage depends on the size and nature of the firm’s business. For sole practitioners or small firms, the minimum is typically £250,000 per claim, but larger practices may require higher levels of cover, often £1 million or more per claim.

Annual Renewal:
PII must be renewed annually, and firms must ensure that the coverage is adequate for the services they provide and the risks they may face.

Excess:
The insurance policy may include an excess (the amount the insured party must pay before the insurance kicks in). RICS recommends that the excess is reasonable and not too high to avoid leaving professionals exposed to significant financial risk.

Insurance for Subcontractors:
If subcontractors are employed, RICS recommends ensuring that they also hold adequate PII. This protects the primary contractor (or project manager) from potential liability due to the subcontractor’s errors or omissions.

Disclosure Requirements:
RICS members are required to provide proof of PII when requested by RICS or in the event of an audit, ensuring compliance with the professional body’s standards.

Exclusions:
RICS also outlines certain exclusions that may be present in a PII policy, such as exclusions for specific types of work, which should be carefully considered when choosing a policy.

Question 31

How are stakeholders identified and how is their status within the project established?

Answer 31

Identifying Stakeholders:

Define Project Scope
Understand the project objectives to determine who may be affected or involved.

Consult & Map
Engage with the project team, clients, and other relevant parties. Use stakeholder mapping tools like power/interest grids or salience models.

Document
Maintain a stakeholder register to document all identified stakeholders, including their contact information and roles.

Establishing Status:

Assess Influence and Interest
Evaluate each stakeholder’s level of influence and interest in the project.

Categorize
Classify stakeholders as primary (directly involved) or secondary (indirectly affected).

Define Roles
Specify their roles, responsibilities, and communication needs to ensure proper engagement.

Monitor
Regularly review and update the stakeholder register to track any changes in their status or involvement.

Question 32

What type of Clients are you aware of?

Answer 32

Public sector
- Private sector (HPGL)
- Developers
- Experienced commercial
- Private houses or one-off Fit outs

Question 33

How does the type of client change how you manage a project and the relationship with them?

Answer 33

Each type of client will have a certain level of experience and expertise this will directly affect the relationship you have with them and the level of work you will be expected to carry out on their behalf e.g.
HPGL
- Very experience and dedicated client resource to oversee projects
- Defined brief – ability to make key decisions due to technical understanding
- Formal reporting relationship
- Only want to be notified with key issues going on
- In house project process and procedures (Approvals from Hong Kong and minimum of three prices)
- Focus on Cost and Time

Question 34

How would you deal with a difficult client?

Answer 34

• The key element to dealing with a difficult client is to be honest, open and transparent with communications & decision making to help manage their expectations.
• Consider all options and the pros and cons of each, review with project team prior to meeting with client.
• Give them adequate time to process information & guide them through the project and ensure that they understand their role & responsibilities.

Question 35

How did you manage your clients’ expectations?

Answer 35

1. Building a relationship that goes beyond client / consultant.
2. Regularly communicating and addressing problems directly
3. Agreeing on strategy, goals and timelines.
4. Offering advice and direction; when I can’t offer it, I direct them to someone who can.
5. Being a good listener.
6. Always being open & honest; with issues, risks, budget and programme.
7. Everyone is a potential client so I seek to treat everybody the way I would like to be treated myself.

Question 36

What are the key elements of a formal communication system with clients and stakeholders in a project?

Answer 36

Communication Plan
Define goals, communication methods, and stakeholders’ preferences for receiving information.

Channels of Communication
Written Reports: Provide regular updates.
Meetings: Schedule regular progress reviews.
Formal Correspondence: Use emails and letters for official communications.

Documentation
Minutes: Record decisions and discussions.
Reports: Maintain detailed status updates.
Logs: Track all formal communications to ensure consistency and accountability.

Schedule
Set specific frequency and deadlines for updates to maintain timely communication.

Feedback
Collect and respond to stakeholder input to ensure their concerns are addressed.

Compliance
Ensure communication practices align with RICS guidelines and legal requirements.

Crisis Management
Prepare for urgent issues or emergencies by having a clear plan for handling crisis situations.

Question 37

What are the key elements of a complaints handling procedure (CHP) under RICS obligations?

Answer 37

Appointed Person & Redress Mechanism

Inform clients about the appointed person in the firm responsible for handling complaints and the redress mechanism used by the firm.
Written Complaints

Request that complaints be made in writing to ensure formal documentation.
Stages of the CHP

Stage 1: Complaint reviewed by the designated person (e.g., [Name, Job Title]).
Stage 2: If unresolved, provide the option to take the complaint to an independent redress mechanism.
Timescale for Resolution

Acknowledge the complaint within 7 days and aim to respond fully within 28 days.
Final Stage (Deadlock)

If unresolved at Stage 1, notify the complainant that the CHP has been exhausted and they can move to Stage 2 for independent redress.
Final Written Communication

Inform the complainant in writing if the complaint has reached deadlock and provide details of the independent redress mechanism (e.g., [Name, Contact Info]).

Question 38

If a client had reacted negatively to your performance on a project, what is the client complaint procedure?

Answer 38

‘AECOM has its own complaints procedure which is aligned to RICS procedure.

1. Written complaints are sent to a specified director
2. An initial response occurs within 14 days with a full response following within 21 days.
3. If the complainant is dissatisfied with the outcome, complaints can be referred to another Senior Director who will respond within another 21 days.
4. Further stages include mediation (RICS Dispute Resolution Service) and arbitration (Surveyors and Valuers Arbitration Scheme).

Question 39

If your firm is RICS Regulated what complaints handling procedure should it have?

Answer 39

Firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log. An effective complaints handling procedure should have two distinct stages:
- Consideration of the complaint by a senior member of the firm or the firm’s designated complaints handler and
- If the complaint cannot be resolved, referral to an RICS-approved independent third party that has the authority to award redress.

Question 40

What are the key performance indicators (KPIs) for client care as per RICS standards?

Answer 40

Client Satisfaction
Regularly survey clients to assess their satisfaction with services provided and use feedback to improve service delivery.

Communication Efficiency
Track response times to client inquiries and correspondence, ensuring timely communication (e.g., acknowledging within 24 hours).

Quality of Service
Measure the quality of deliverables (reports, presentations, etc.), ensuring they meet client expectations and agreed standards.

Client Retention
Track repeat business and long-term client relationships as a sign of effective client care.

Issue Resolution
Monitor how quickly and effectively complaints and issues are resolved, with a target of resolving within specified timescales (e.g., 28 days).

Contractual Compliance
Measure adherence to agreed contracts, timelines, and budgets, ensuring that commitments to clients are met.

Fee Collection
Track the timeliness of fee payments and ensure that clients adhere to agreed payment terms.

Client Referrals
Monitor the number of new clients referred by existing clients, indicating high levels of satisfaction and trust.

Employee Engagement & Training
Assess the ongoing training and development of staff to ensure they meet the RICS standards of client care.

Question 41

How do you ensure that a client’s key drivers and values are expressed through the lifecycle of a project?

Answer 41

• Ensuring the brief is comprehensive and capturing this in a PEP which is continuously updated.
• Holding reviews at the end of each RIBA stage to analyse performance and the achievement of Client objectives; if targets have been missed, put mitigation plans in place (e.g. VE if over budget).
• Hold a Lessons Learnt workshop when building is in operation to capture experiences and ways to improve in the future.

Question 42

What are the methods of data gathering during the inception stage of a project, including client briefings and site-based information?

Answer 42

Client Briefings:
Initial meetings to understand project goals and requirements.
Structured questionnaires for detailed client needs.
Workshops for stakeholder input and discussions.

Site-Based Information:
Site visits to assess physical conditions and constraints.
Topographical, geological, and environmental surveys.
Site analysis of existing data, land use, and infrastructure.

Documentation Review:
Examination of existing site plans, drawings, and previous documents.
Review of zoning regulations, building codes, and environmental assessments.

Stakeholder Consultation:
Interviews with local authorities, community representatives, and stakeholders.
Focus groups for gathering diverse opinions on the project.

Data Collection Tools:
Use of GIS, CAD, and other digital tools for mapping and visualization.
Visual documentation through photographs and videos.

Market Research:
Competitive analysis of similar projects.
Feasibility studies assessing financial, technical, and environmental viability.

Environmental and Safety Assessments:
Environmental impact assessments for potential issues.
Safety audits to evaluate risks and ensure compliance.

Question 43

What are the key legal requirements for a project manager in construction in the UK, including employment law, statutory compliance, and consents and approvals?

Answer 43

Employment Law:
Employment Contracts: Adhere to the Employment Rights Act 1996.
Health and Safety: Comply with the Health and Safety at Work Act 1974 and the Management of Health and Safety at Work Regulations 1999.
Equality Act 2010: Prevent workplace discrimination.
Working Time Regulations 1998: Manage working hours and breaks.
Data Protection Act 2018: Meet legal obligations for employee data handling.

Statutory Compliance:
Building Regulations 2010: Ensure safety, structural integrity, and energy efficiency.
Planning Permissions: Follow the Town and Country Planning Act 1990.
Environmental Protection: Comply with the Environmental Protection Act 1990 and Environmental Permitting Regulations 2016.
CDM Regulations 2015: Manage health and safety during construction.

Consents and Approvals:
Planning Consent: Secure approval from local authorities.
Listed Building Consent: Follow the Planning (Listed Buildings and Conservation Areas) Act 1990.
Party Wall Act 1996: Comply for works affecting shared structures.
Utility Consents: Obtain necessary approvals for utility works.

RICS Specific Compliance:
Professional Standards: Adhere to RICS Global Professional and Ethical Standards.
PI Insurance: Ensure proper Professional Indemnity Insurance.
Conflicts of Interest: Manage and disclose conflicts.
Statutory Valuations: Follow RICS Red Book for valuations.

Question 44

What are the key principles and methodology for preparing alternative outline proposals and conducting option appraisals?

Answer 44

Understand Project Requirements:
Grasp the client’s objectives, budget, and constraints.
Define project scope and key deliverables.

Develop Alternative Proposals:
Create multiple conceptual designs to meet client needs.
Assess the technical and financial feasibility of each option.
Incorporate innovative solutions where applicable.

Option Appraisal Methodology:
Establish criteria for evaluating options (cost, time, quality, risk, etc.).
Perform cost-benefit analysis for each option.
Conduct risk assessment to identify technical and financial risks.
Use SWOT analysis to evaluate strengths and weaknesses of each option.
Score and rank options based on the established criteria.

Stakeholder Consultation:
Regularly engage with the client for alignment with their expectations.
Gather feedback from stakeholders (planners, engineers).

Documentation and Presentation:
Prepare detailed reports on each alternative, including costs and risks.
Use visual aids (diagrams, models) to illustrate proposals.
Provide a clear comparison summary of all options.

Decision-Making Support:
Offer professional recommendations based on the appraisal.
Assist the client in selecting the most suitable option.

Compliance and Ethical Considerations:
Ensure proposals comply with RICS standards.
Consider sustainability and environmental impacts.

Question 45

What are the key RICS principles and regulations related to client care and practice management?

Answer 45

Duty of Care:
Surveyors must act with integrity, honesty, openness, transparency, and accountability at all times.
Duty to act with impartiality and provide frank advice to clients.
Conflicts of Interest: Must be disclosed to clients to maintain objectivity.

Client Satisfaction:
Complaints Handling Procedure: A formal procedure must be in place to address client dissatisfaction.

Professional Integrity:
Members owe the duty of utmost good faith to clients and must update them on developments, both positive and negative.
Where clients’ requirements conflict with professional duties, the situation must be explained to the client, ideally in writing.

Key RICS Rules of Conduct:
Rule 1: Members must act with honesty and integrity, and comply with RICS obligations.
Rule 2: Maintain professional competence and ensure services are provided by competent individuals.

Terms of Engagement:
Include provisions for fees, expenses, disbursements, and the firm’s complaints handling procedure.
Terms vary by firm but must cover aspects such as commission received and how expenses are calculated.