Client Care Flashcards
You say about a KPI to agree the FA below the Contract Sum. Does that not mean you could make assessments that weren’t fair and reasonable because you were looking to save money; even if at the Contractor’s expense
No, I always act fairly and reasonably within my assessments. This was to target value engineering opportunities, and also the Client used provisional sums as risk pots to draw variations down from, meaning parties worked collaboratively in achieving this KPI.
What is Client Care to you?
Understanding Clients requirements, suggestions, demands and complaints and analysing to give the Client the best possible service.
Why is Client Care important?
1) Reduce the likelihood of conflict
2) Retain existing clients for repeat business
3) Maintain strong reputation to attract further Clients
4) Delivering the best possible outcome for the Client / project.
What is the difference between Client and Customer?
Client - One who is under the protection of another.
Customer - One who purchases a commodity or service.
What are some QMS systems you have implemented on your projects?
1) Project Execution Plans (PEP)
2) Project Control Plans (PCP)
3) Contractor payment schedules
4) Reporting templates
5) Procedural checklists
How do you conduct yourself when dealing with Clients?
- Im well mannered and presentable
- I’m always respectful
- Friendly and enthusiastic
- Look to understand my Clients requirements
How do you build trust with your Clients?
- Acting within my scope of service
- Act in a professional manner
- Transparent, open and honest
- Fulfil my commitments
- Admit mistakes and act ethically
How can complaints be avoided in the first instance?
- Acting within my scope of service
- Follow company procedures
- Follow RICS best practice
- Put everything in writing
- Communicate clearly and effectively
Have the RICS produced any information on handling Clients’ money?
Yes, Client Money Handling - Professional Standard 1st Edition, Oct 2019.
It was revised in Oct 2022 to reflect the new rules of conduct.
What information would be included within a Client’s brief for professional appointment?
- Details of project and services required
- Insurances required
- Terms of appointment
- Expected duration of appointment
- Key drivers for success
- Client procedures and policies
What information would be included in a Consultants fee for professional services?
- Scope of service
- Terms of appointment
- Basis of pricing and fee
- Information on proposed team including CV’s and qualifications
- Project Details
- Timescales
- Insurances
- Exclusions (VAT, dealing with claims)
- Assumptions (such as programme)
Could there be any issues from a Client perspective with all professional services being delivered under one consultancy practice?
- Individuals may find it harder to challenge colleagues
- Potential conflict of interest (such as EA and QS)
What are the advantages of professional services being delivered under one consultancy practice?
- Same policies & procedures
- Same core values
