Client Care

Question 1

What are the three standard client objectives?

Answer 1

Time, cost and quality

Question 2

How would you go about establishing a brief?

Answer 2

Discussion with the client. It will depend on how the instruction has come about, and what background information you already have on it. A meeting with the client to discuss their aims and objectives, and to allow you to propose how you help. It may be necessary to provide options of services or schemes

Question 3

What would you expect to be included within your terms of business?

Answer 3

• Address and names of parties
• Scope of service
• Limitations of survey
• Any exclusions
• Fees and expenses
• CHP

Question 4

What would allow you to carry out an instruction?

Answer 4

• Ensuring that I was competent to carry out the works
• That all necessary due diligence has been carried out
  
  • no conflicts of interest (or appropriately managed)
  • client sanctioning/credit check etc.
• Receipt of signed instruction from client

Question 5

What is a net contribution clause?

Answer 5

A net contribution clause is a contract term that states where more than one party is liable for the same loss or damage, then the contracting party’s liability will be limited to a fair and reasonable amount that a court would apportion

Question 6

How would you measure how successful your client care is?

Answer 6

Once way to measure client care is through the use of Key Performance Indicators, or KPIs. Things like client satisfaction, repeat work etc. could all be used as a definitive measure of how effective your client management is

Question 7

Give an example of when you delivered good client care

Answer 7

The example I used in my submission is a case where we had been instructed by VisitScotland to carry out a suite of surveys across their estate, to provide a current condition rating and a forward maintenance plan to aid their estates management. Following the surveys, during the reporting stage I had a meeting with the client. At this point we had issued them the majority of the individual site reports, and they mentioned that they were struggling to get an overall view of the budget allowances for the estate. We had carried out the surveys using Kykloud, so following our meeting I discussed with Kykloud the production of one overall report that incorporated all the data we had gathered into one single report. I then issued this new report to client. Now, for other estate wide instruction this is a service that is automatically offered, and can be split into separate portfolios and on an estate wide basis