Client Care JS

Question 1

Can you tell me what you need to consider if a client offers you work?

Answer 1

I would check the RLB procedures for new work but generally, see if there is a CoI, see if the work being offered is legal, make sure the service the client needs is one we can provide, do a bid no bid analysis and make sure the bid is right for the company I am working for.

Question 2

What would go into a fee prospoal?

Answer 2

Exec Summary explaining who the company are
What the client’s objectives are including any strengths and challenges
What we can bring to the project / experience
Conditions of engagement and T&Cs
Methodology / organisation
Proposed fees

Question 3

How would you calculate fees?

Answer 3

Work out the resource required and which individuals are working on the project
Allocate a hourly amount per week and multiply it by a hourly rate
Allow for a % of OHP

Question 4

What is contained in an appointment document

Answer 4

 Consultant’s obligations
 Collateral warranties and TPRs
 Payment – fee basis, dates for payment and adjustments to the fee
 Services provided
 Additional services
 Consultant’s personnel
 Professional Indemnity Insurance levels and its basis
 Client’s brief or any other information that the consultant relied upon
 Confirmation that the firm operates a complaint handling procedure
 Termination and suspension
 Dispute resolution procedure

Question 5

What are the two types of RICS appointment documents?

Answer 5

RICS Standard Form of Consultant Appointment and RICS Short Form of Consultant Appointment

Question 6

How would you obtain feedback from your client?

Answer 6

II always look to obtain regular feedback from the client for verbal formal communication. We also have formal reviews every quarter to review our scope of service and performance. At the end of every project, I ask the client to fill out a satisfaction questionnaire.

Question 7

If you were going to set up a business and operate as a chartered surveyor, what insurance would you need to put in place?

Answer 7

PI Insurance
Public Liability
Employer Liability

Question 8

How do you choose your PI Provider?

Answer 8

RICS publishes a list of approved providers

Question 9

How would you act upon client feedback?

Answer 9

If it is positive, record it formally in someway
If it is negative, it should be verified and action taken. If it is formal, it should be referred to the CHP

Question 10

How would you refer to the CHP?

Answer 10

It will be contained in the TCs of the appointment document

Question 11

What are KPIs

Answer 11

Set of quantifiable measurements used to gauge a company’s overall long term performance

Question 12

Why would you use KPIs?

Answer 12

Ensure that the clients requirements are met and if not, why

Question 13

What is a complaints handling procedure?

Answer 13

Procedure to attend to and address complaints made against an individual or a company

Question 14

What Is RLB’s CHP

Answer 14

2 days to address, 5 days to form action plan, if no resolution then address to managing partner who have 28 days to respond

Question 15

What have been some of the KPI’s on your projects?

Answer 15

Timely delivery
Quality Service
Value for money
Collaboration / co-operation

Question 16

Can you give me an example of when you have given a client bad news?

Answer 16

Overbudget Tender

Question 17

How would you establish client objectives

Answer 17

I would hold a meeting to understand their requirements for the project and what services they require from me. What are their key project drivers and attitudes to cost/time/quality & risk. I would understand the project set up, i.e. funding and understand their business plan

Question 18

What does good client care require

Answer 18

Clear communication and communication lines
Adopting a professional approach
Understanding of obligations
CHP
Client feedback
PI Insurance

Question 19

How would you limit your risk of working with a financially unstable client

Answer 19

I would carry out a screening process to check the client’s financies including a companies house search to obtain account information and do a credit check on the client

Question 21

What KPIs does your company’s client satisfaction survey monitor?

Answer 21

Timely delivery
Relationship
Capability
Quality of service
Value for money

Question 22

How do client objectives differ between projects?

Answer 22

Scope
Time
Cost
Quality

Question 23

What types of fee exist?

Answer 23

Time charged basis, or fixed.

Question 24

What should be included in a company’s complaints handling procedure?

Answer 24

Info about who is the appointed complaint handling contact is within the firm.
Request that all complaints are made in writing.
The stages of the complaint procedure.
The timescales for considering a complaint.

Question 25

Why is it important to identify a client’s requirements?

Answer 25

In order to deliver a high standard of service and ensure that they are satisfied you need to know what the client expects.
To ensure their requirements will be met, which will avoid wasting resources doing effectively abortive work.

Question 26

What is CSR?

Answer 26

Corporate Social Responsibility
Companies having a positive impact on community rather than just generating profit.

Question 27

Challenges of covid & brexit to client care?

Answer 27

Harder to build rapport when all remote during covid - more complaints when not in person.
More claims around covid, delays and difficulties sourcing labour & materials - added pressure on to client relationships.
UK-GDPR & confidential information almost all electronic.

Question 28

How do you build trust with a client?

Answer 28

Only act within your level of competence.
Always act in a professional manner.
Always provide a high level of service.
Be transparent.
Be open and honest.

Question 29

What is a lesson learnt workshop?

Answer 29

Review a recent failing or success on a project.
Put a procedure in place to prevent the failing happening again.
Review the success and share with others.

Question 30

If your client asked you to lower your fees because of their limited
funding, what would you do?

Answer 30

The client would have to pay the required price for the level of service required or reduce the scope of works involved.

Question 31

Are you aware of any guidance with regards to complaint handling?

Answer 31

Complaints Handling, 1st Edition, July 2016 - Updated in Jan 2022 with Rules of Conduct

Question 32

What are the advantages / disadvantages of working from a client’s
office?

Answer 32

The advantages are quicker and clearer lines of communication.
A better understanding of the client’s culture, needs and expectations can be determined.
The disadvantages are the loss of technical support from colleagues and a possible isolation from my own organisation’s culture.

Question 33

What might be excluded from a consultant fee proposal?

Answer 33

VAT
Disbursements
Dealing with claims
Services that are not required

Question 34

A client asks you to lower your fee to beat the price of another consultant, what do you do?

Answer 34

Explain how the fee was calculated and advise that I did not want to enter a dutch auction with another practice.
If the client is looking for a reduced fee I could review the scope of service to understand where services could be reduced.

Question 35

On what grounds would you ask for additional fees?

Answer 35

Dealing with insolvency of a contractor.
Delay to programme.
Increased scope of service.

Question 36

L2 - What KPI’s or performance measures would you put in place so the client can measure your performance throughout the life of the project?

Answer 36

Items such as number of change requests, as well as budget variance.