Client Care

Question 1

What is client care?

Answer 1

Identifying all client types and the behaviours appropriate to establishing good relationships

Identifying client objectives to deliver a high level of service

Question 2

What is a good project brief?

Answer 2

A clear statement of the Clients desired level of quality, functionality and cost.

Question 3

What is a client brief?

Answer 3

A clear statement of the Clients desired level of quality, functionality and cost.

The importance of the briefing process and defining a clear scope of work for the team so that the expectations of both parties are aligned

Question 4

What would be included in a good client brief?

Answer 4

• Project Definition/Background.
• Time
• Cost
• Quality.
• Statement of Need including what the end product needs to achieve.
• Define Project success criteria, i.e. in the form of Key Performance Indicators.
• Strategic Brief, identifying the clients aspirations, goals and objectives for the project.

Question 5

What are KPIs?

Answer 5

Key Performance Indicators

Question 6

How can you ensure successful KPI process?

Answer 6

• Planning, to clearly establish what needs to be improved.
• Analysis, to gather data and determine how big the task of achieving the KPI is.
• Action, to develop and implement improvement plans.
• Review, to monitor actual performance against performance targets.
• Repeat.

Question 7

Why would you use a KPI?

Answer 7

• To provide a quantifiable measurement to assist parties in the construction.
• To ensure that the Clients requirements are met, and if not why.

Question 8

Have you ever been set KPIs?

Answer 8

No ?????????

Question 9

How would you ascertain client values?

Answer 9

• Pre-start meetings.
• Client Questionnaires.
• Good, clear communication.
• Workshops
• Benchmarking to advise on what they should aim for in terms of cost

Question 10

What would you do if you saw unprofessional behaviour?

Answer 10

Ensure it’s unprofessional, RICS ethics tree

Remind them of their duties as a RICS member, Rules of Conduct + Global Professional & Ethical Standards

Inform senior staff / RICS if necessary

Question 11

What is your company’s complaint handling procedure?

Answer 11

In line with the RICS requirements.

Two tier system, complaint goes to partner who acknowledges complaint w/ client

28 day window for G&T to issue response/action to complaint

If the complainer is still not satisfied, it will go to a third party

Question 12

What would you do if a complaint was made about you?

Answer 12

Follow company CHP.

Act professionally and take responsibility. - RICS Professional & Ethical Standards

Question 13

What is the role of a QS to a client?

Answer 13

Ensure they achieve value.

Not to “save money”, but to mediate the situation in an ethical and fair manner to ensure value is achieved.

Question 14

You mention you provided a statement showing the value you have provided as a QS mediating the variations. How is this good client care?

Answer 14

It wasn’t part of the scope of works.

We did it to improve our relationship with the client by highlighting the value we had achieved.

Question 15

What information did you use to prepare this alternative basement estimate?

Answer 15

It was early, Stage 1.

The basement I was instructed to price had a step, two levels within the basement. Design team did this to reduce excavation requirement.

I simply increased the excavation to the full depth and removed the cost of the retaining wall in the basement.

Of course, I do not design and I clarified my assumptions/basis. Because it was early on in design, I could use previous projects to model a solution.

Going forward, if it looked feasible architect/structural engineer would have to design fully.

Question 16

What do you know about QS fees?

Answer 16

Smaller projects demand larger percentage fees

Fees vary based on project size, complexity, location of site/consultant practice, scope of works

Cost consultant fees 1%-2%

Generally paid in installments at pre-defined dates

Question 17

What are the principles of client care?

Answer 17

• Understanding the Client’s requirements.
• Identify Client’s, both existing and new, to maintain relationships and bring in new work.
• Understand different types of Clients and understand their general objectives and interests.
• Make reference to RICS code of conduct when building and maintaining relationships.
• Have a complaints handling procedure.
• Collect and respond to Client feedback.
• Manage Client accounts.
• Clients’ money procedure.

Question 18

What is the difference between client care and duty of care?

Answer 18

• CC is acknowledging that the Client is of prime importance.
• DoC means we must always advise in a client’s best interests, even if that contradicts his own views.

Question 19

What is the RICS complaints handling procedure?

Answer 19

• Clear, transparent, impartial and free of charge.
• Names and contact details of the nominated investigating person must be stated.
• Complaint must be dealt with in 28 days.
• Advise PI insurers of complaint.
• Must have 2 stages as a minimum.
 Stage 1 – dealt with internally, partner reviews and responds within 28 days.
 Stage 2 – complaint referred to 3rd party – (RICS – Ombudsmen).

Question 20

Who is the complaint referred to in the 2nd / redress stage?

Answer 20

• Independent redress provider as approved by the RICS regulatory board
o Ombudsman Services
o Property Redress Scheme

Details of RICS approved redress providers can be found on RICS website, though link in Complaints Handing Guidance Note is broken

Question 21

How can you tell if your Client is happy with your work?

Answer 21

• Client feedback sheet

Question 22

How do you maintain and promote good client relationships?

Answer 22

• Tailoring work to client’s needs.
• Ensuring their objectives are achieved.
• Entertainment opportunities, promoting a good relationship.

Question 23

How have you provided good client care on projects?

Answer 23

Project in Dulwich - tailored delivery to client. Issued cost report then face-to-face run through of the key facts. He was direct, wanted high level key facts, no waffle.

Question 24

How would you explain to a Client what it is that QS’s do, what value they provide?

Answer 24

Core services

o Cost Planning
o Measurement
o Advice on Procurement & Tendering.
o Post-Contract Cost Control

Supplementary Services

o Contracts
o Value Engineering
o Finance

Question 25

What are the different negotiation techniques?

Answer 25

• Soft – avoids conflict, concedes easily, trust in other party.
• Hard – aggressive bargaining, favours powerful, not willing to concede.
• Principled – decide issues on their merits, mutual gains, respect, engenders relationships.

Question 26

If a client is not happy with a complaint, what cost will they incur if they go to a third party?

Answer 26

In the UK, redress for consumers should be free.

Details of RICS approved redress providers can be found on RICS website, though link in Complaints Handing Guidance Note is broken

Question 27

Why was preparing two estimates for your project in London good client care?

Answer 27

I could have done exactly what I was asked, pricing the design provided.

Instead I used my initiative and went further by providing an alternative, assisting the client in making an informed decision