Client Care Level 2 Flashcards
Have you had to deal with any complaints on your projects?
I have not. But if I did, I would ensure I complied with my company’s complaints handling procedure and RICS requirements.
Have you drafted/compiled any appointment documents?
Have you compiled an appointment document for professional servises?
Have you consulted with statutory authorities on consents or approvals?
Have you assessed your client relationship and/or your team’s performance on a project?
My company was recently appointed on a project for a client which entailed brand intervention and store refresh works to bring the store and BOH areas up to spec whilst integrating new brands into the retail space.
There was a team of 3 QS’s working on this project, of which I was required to manage and be the client facing contact from a strategic perspective. As part of this, I was required to monitor my teams performance against client deadlines and internal and external KPIs.
On the Retail Relocation Project, how did you establish your client’s objectives? Did you critically appraise them in any way to ensure they were realistic?
I had received the initial brief from the client, which detailed the intended overall outcome of the project and the deadlines for doing so. The client had included a list of the stores undergoing works, along with some existing & proposed layouts, referring to their standard specifications for the types of room being implemented into these stores.
I initially reviewed the information and documents to ensure I had an understanding of what information had been presented, along with what the client was trying to achieve.
I set up a meeting with the client to discuss the project, along with my understanding of the objectives. The client had mentioned deadline dates within the brief and the standard specification, but no reference to any other objectives such as cost. I raised this with the client, with a view to understand if there were any budget constraints. The client confirmed this was yet to be decided, and that I would need to carry out a cost plan to form the budget for Business Approval - the general feedback from the business was that the Care Home services needed to be continued so were relatively open from a cost perspective.
I took away this information, assessing the information available for production of a cost plan within the timelines set out by the client. I ran this by my line manager, and then issued the client with a confirmed list of objectives, priorities and timeline for doing so. I then produced a scope of services, alongside the fee proposal for issue to the client.
On the Weymouth Retail Project, did the increase in reporting frequency lead to an increase in fees?
Upon issue of the cost report, I set up a meeting with the client.
The client expressed that falling over the budget was of course a serious issue and wanted to be kept informed.
I explained that the current reporting frequency was fortnightly, and I could increase this to weekly, however this would mean an increase in my fee.
An increase in fee would contribute to the overspend, but not being kept informed would be less beneficial.
The client agreed, and I formalised this in writing asking them to confirm by response.
Can you give me another specific example of a project where you have provided advice regarding client care?
