Client Care (Level 1/2)

Question 1

How do you obtain a client’s brief?

Answer 1

Working for a main Contractor, my experience of obtaining a client’s brief is in the form of EWI’s. However if I was to obtain a client’s brief I would set up a meeting to discuss objectives, considerations, budget and other factors

Question 2

How do you meet the Clients expectations?

Answer 2

Achieve what’s set out within the EWI/Contract - Complete the work, in the required timeframe, to the required price, to the desired quality
Achieve our KPI’s

Question 3

How do you ensure that you are open, honest, and transparent? How does this fit in with RICS Ethics?

Answer 3

Complete work to the best of my knowledge and ability
Ensure that work is true and accurate
Honest about project challenges
Comply with reporting timeline and calendar
This complies with RICS Rules of Conduct 1 - Always act with integrity
Rule 2 - Always ensure work is carried out to a competent standard

Question 4

My approach when interacting with a client?

Answer 4

• Well mannered
• Respectful
• Enthusiastic

Question 5

What are some KPI’s?

Answer 5

• 18 across the Framework
• I am measured on FTC accuracy, got to be within 5% of the previous months figure

Question 6

How do you feedback lessons learnt?

Answer 6

• Actively capture lessons learnt
• Regular review meetings
• Open and honest communication
• Root cause analysis
• Share knowledge widely

Question 7

What would you consider necessary if you are setting up a complaint handling procedure?

Answer 7

• Set up a log which keep record of complaints
• Acknowledge receipt of all complaints
• When a complaint is made to your firm send the complainant a copy of the firms CHP
• Ensure that your CHP has at least 2 stages: the name of the relevant complaint’s handler in the firm and the appropriate redress mechanism that the firm is using.
• Include timescales for when the complainant can expect a reply and full answer to the complaint.
• If you cannot resolve the complaint, write to the complainant explaining that they can now use the appropriate redress mechanism
• Ensure PI Insurer is notified of all complaints inline with policy

Question 8

What do you understand by the term corporate social responsibility? Does your company have such policy?

Answer 8

A company which operates in ways that enhance rather than degrade societyand the environment

Yes, our motto is building a better world

Question 9

Communication systems with Client?

Answer 9

Monthly progress meetings - discuss the project in detail and record any information in meeting minutes
FTC Reviews - Review financial standing of the project with the Client
KPI’s - Highlight the projects success against agreed objectives
CEMAR - Contractual management software, used for any formal contractual correspondence (FTC’s/EWN’s/GC’s/AFP’s)

Question 10

What is Client Care?

Answer 10

Looking after the clients best interests and providing an appropriate level of service to satisfy their needs

Question 11

Unrealistic Client Deadline?

Answer 11

On Oswestry WTW we were instructed to price for decommissioning of the existing plant that will become redundant. The period for reply is two weeks, however this was unrealistic due to the extent of the works involved, therefore I asked for an extension on this basis, which was agreed

Question 12

Why is it important to develop long term client relationships?

Answer 12

Building a relationship with clients is key to long-term business success
As relationships grow, communication and trust strengthen, leading to improved quality and service
This leads to client retention and repeat business

Question 13

How have I tailored my Client Care to different stakeholders?

Answer 13

On Verulam Rd, we were working close to residential properties, as such to reduce vibration we changed from piling to deep soil mixing, ensuring greater 3rd party satisfaction

Question 14

Different stakeholders I have experienced?

Answer 14

A stakeholder is anyone with an interest in the process or outcome of a project:
- Client (UU)
- Subcontractors
- Suppliers
- Consultants / Designers
- Local residents
- Customers
- Local/National authorities

Question 15

What to do when receiving a complaint?

Answer 15

Follow companies complaints handling procedure:
- Inform complainant that it has been received, issue them a copy of CHP
- Report complaint to senior manager/designated person
- Notify PI insurance inline with policy requirements
- If complaint cannot be resolved, it is referred to independent redress mechanism

Question 16

Have you drafted/compiled appointment documents?

Answer 16

Yes, I have drafted NEC3 Professional Service Contract for consultants on projects