Client Care (L2)

Question 1

What is meant by the term ‘Client Care’?

Answer 1

A continuous process of understanding Clients requirements, suggestions, complaints etc and analysing to enhance service delivery.

Question 2

Why is client care important?

Answer 2

To retain existing clients and secure repeat business
Develop a reputation and attract further clients
Reduce the likelihood of conflict

Question 2

How do you build trust with your Clients?

Answer 2

I never give advice outside my scope of competence
I always act in a professional manner
I always provide a high level of service
I’m transparent, open and honest
I deliver against my commitments

Question 3

What is the difference between a client and a customer?

Answer 3

A protective, ongoing business relationship is formed with a client, but not necessarily a customer

Question 3

How do you conduct yourself when interacting with Clients?

Answer 3

I’m well mannered and presentable
I’m always respectful
I adopt a friendly and enthusiastic approach
I look to understand their requirements and deliver against them

Question 4

What is a project stakeholder?

Answer 4

A person or organisation who has an interest in the project

Question 5

What is the term ‘soft landings’ referring to?

Answer 5

A strategy to ensure the transition from construction to occupation is ‘bump-free’ and operational performance is optimised

Question 6

Please detail some of the QMS implemented on your projects?

Answer 6

Contractor payment schedules
Project execution plans
Utilisation of standard forms of contract

Question 7

What is a lesson learnt workshop?

Answer 7

A process to review recent failure or success on a project
The purpose is to share learning for the benefit of future projects

Question 8

What is your company’s procedure for obtaining formal client feedback?

Answer 8

Client satisfaction surveys are issued at key stages in the project.

Question 9

What are KPI’s?

Answer 9

Key performance indicators
They can be used to measure a company’s performance against a set of agreed targets.

Question 10

Can you provide examples of a KPI that might be used in construction?

Answer 10

Number of defects / snags
Construction cost overrun
Achievement of programme milestones
Health and safety scores
Environmental scoring
Use of local labour

Question 11

Why is it important to maintain existing client relationships rather than just building new ones?

Answer 11

Maintaining and building existing relationships will promote a positive image for the company.

Question 12

What is a complaint?

Answer 12

An expression of dissatisfaction.

Question 13

You receive a formal written complaint from a client, at what point should your firm notify the insurance company?

Answer 13

As soon as possible

Question 14

How would you deal with a formal Client complaint?

Answer 14

Acknowledge receipt of the complaint
Notify the firms complaints handling manager
Appoint a person to carry out an investigation
Identify the outcome and course of action to resolve
Formally respond to the client, communicating the course of action.
Inform the PI insurers at each stage of the process

Question 15

Are you aware of any RICS guidance in association with complaints handling?

Answer 15

Complaints handling - 1st edition, July 2016

Question 16

How can complaints be avoided in the first instance?

Answer 16

Setting out clear expectations in the scope of service and appointment documents
Clear communication with client and project stakeholders
Ensure there is documented records
Follow company procedures and policies
Follow RICS standards, professional statements and guidance

Question 17

Has RICS published any information on handling clients money?

Answer 17

Client Money Handling - Professional Standard 1 Edition

Question 18

What are the objectives of the Client Money Handling Professional Standard?

Answer 18

To provide clear rules for RICS regulated firms and members to have the appropriate controls and procedures to keep client money safe.

It provides confidence to clients and consumers that RICS regulated firms are operating to high professional standards.

Question 19

What are some of the key requirements identified in the Client Money Handling Professional Standard?

Answer 19

Client account requirements
Appropriate accounting controls
The information that firms must provide to clients
How to handle client money including rules for managing any unidentified funds

Question 20

What is the definition of ‘client money’ as noted in the professional standard?

Answer 20

Money of any currency that an RICS regulated firm holds for or receives on behalf of another person and is not immediately due and payable on demand to the RICS regulated firm for its own account.

Question 21

What sort of information would you expect to see in a clients brief for a professional appointment?

Answer 21

Details of the project and professional services required
Insurances required
Terms of appointment
Expected duration of the appointment
Client procedures and policies
Key drivers for success

Question 22

What information might be included in a consultant’s fee proposal for professional services?

Answer 22

Scope of service
Terms of appointment
Basis of pricing and fee
Information on the proposed team including CV’s / qualifications
Project details (timescales / location)
Insurances
Exclusions
Assumptions

Question 23

Once you and your client verbally agree the services to be provided, what would you do next?

Answer 23

Follow up in writing to confirm terms & conditions, fee and scope of services

Question 24

What is a consultant appointment document?

Answer 24

Terms and conditions for services being provided by a consultant to the client.

RICS has a standard form of consultant appointment if the business does not have their own.

Question 25

How would you go about calculating professional fees for a new commission?

Answer 25

Understand client and project requirements
Identify the seniority and amount of resource required
Assess the duration required to complete the activities
Apply a daily or hourly rate against each activity
Review the total fee as a percentage against the total project budget

Question 26

Assuming you put together a fee proposal, then realise you underestimated the resource needed, would you ask for more fees?

Answer 26

If the project requirements had increased, it would be reasonable for the fees to increase also.
If the scope remained the same, it was likely a mistake, I would deal with the situation and get it right next time.
I would ensure the level of service originally offered was not reduced or diluted because the original fee calculation was underestimated.

Question 27

Could there be any issues with all professional services being delivered by one consultancy practice?

Answer 27

Individuals may find it harder to critique or challenge colleagues from the same company.
There may be a perceived or actual conflict of interest
There are advantages too, if the team are from the same practice, they will likely be more time efficient.

Question 28

The client contacts you and asks you to reduce your fee, what would you do?

Answer 28

I would explain how the fee was calculated and the necessary resources to meet their requirements, this would provide context and ultimately justification for the fees submitted.

I would avoid comparing the fee to the competing firm’s proposal.

If the client were looking for an overall lower fee, I would be happy to reduce the scope of service to identify potential areas where scope could be reduced to achieve a lower fee.

Question 29

On what grounds may a consultant be due additional fee?

Answer 29

Events such as:

Contractor Insolvency
Delay to the programme
Increased scope of service
Changes to the project brief
Increased project budget

Question 30

When would it be appropriate to decline new work from a client?

Answer 30

If there is a conflict or potential conflict of interest
The appointment may require an illegal or unethical action
There is conflict with RICS rules or standards
The scope is outside the competence of the practice