Client Care Level 1 Flashcards
Tell me about why it is important to develop long-term client relationships.
Promote repeat work - far better to have satisfied clients that may re-instruct or who will recommend you to others
Tell me about the different stakeholders that you have come across in your role.
Clients
Neighbouring property owners
Future users of facilities
Tell me about how you have tailored your client care to one of these stakeholders
Different stakeholders may have different level of understanding of construction and may need to have different level of explanation of construction process, contractual procedures, change management, legislation and their role within project.
May alter the communication style.
Why is it important to you to set objectives
Important to set objectives to ensure project success - objectives may be different for different stakeholders to a project and need to ensure that all needs are met
Tell me about your duty of care towards your clients.
Duty of care to perform instructions in competent and timely manner.
Imposed by contract and tort - must carry out work within scope of appointment and not be negligent
How have you defined your scope of services within the limits of your competence and PII insurance?
Use RICS document on QS services and firms standard letter of appointment and terms and conditions.
Make it clear what work is being completed, and what is not included - exclusions.
What fee is payable and what timeframe for work to be included.
How do you set fees?
Depends on client and project.
May be on hourly rate, percentage basis or fixed fee for specific item of work or different pieces of work.
How have you used standard forms of appointment
Adapt standard letter of appointment for each project.
When complete particular aspect of project then need to issue further letter / email to confirm next step in project.
What mechanisms are contained within an appointment document?
Scope of services
Fees
Timeframe
Includes details of what information is required, and what excluded
What insurance requirements are you aware of (both legal and RICS)?
PII
Employers liability insurance
Public liability insurance
Property insurance as appropriate under JCT contract - all risk or joint names
Structural warranty / Insurance backed guarantees
How are stakeholders identified?
Through communication with client and design team.
How do you establish the status of a stakeholder within a project?
Discussion with client and design team
Explain formal communication systems with clients and stakeholders that you are aware of?
Issuing formal document required under contracts - eg contractors application for interim payments (valuations), valuation recommendation and valuation certificate
What KPIs might you agree with a client to monitor performance?
A KPI is a quantifiable measure of performance over time for a specific objective such as delivering reports within 7 days or achieving number of sales per department.
Will depend on project - is it one off or one of a series
How do you gather data during the inception stage of a project including client briefings and site based information ?
Variety of ways -
Meetings and discussions with clients and different stakeholders
Questionnaires or surveys
Photographs or site survey such as topographic information
Explain what BS EN ISO 9004 relates to
Quality management - RICS guidance on quality management systems follows BS 9004 guidance.
- ensure work is good quality by having some type of quality assurance process.
1) Ensure important processes have been followed to reduce risk and ensure competency
2) check work is delivered is competent and based on proper information and analysis.
What is the definition of a key performance indicator (KPI)
Quantifiable measure of performance over time for a specific objective eg. delivering reports within 7 days or achieving number of sales per department
How are good client relationships developed?
Why is it important to the role of a QS to develop a good client relationship
Good client relationship is essential to succesful projects and repeat work.
Indicates compliance with RICS conduct rules
Promotes firm and good for business
How do you go about using the clients goals to support delivery of your projects
How do you select the appropriate communication method to suit your objectives
When might you adjust your communication style?
How do you ensure your client is receiving good client care?
What would you do if your client raised an issue with your performance
