Client Care (Level 2) Flashcards
How do you obtain a client’s brief?
- Experience limited as main contractor receiving tenders and progressing with works information’s.
- If required, set meeting with client.
- Discuss objectives, considerations, budgetary restrictions and sustainability factors.
How do you meet their expectations?
- Understanding the works information provided by the client.
- Complying with their specifications.
- Provide assurance on meeting key dates.
How do you ensure that you are open, honest and transparent? How does this fit in with RICS ethics?
- Clear communication.
- Honesty about project challenges.
- Conduct yourself with integrity, professionalism, and ethical behaviour at all times.
Rule 1 – be honest and act with integrity.
How do you adapt your approach when interacting with a client?
- Well mannered and polite.
- Friendly, but professional approach.
- Respectful.
What are some KPIs?
- 12 across the framework
- FTCs based on accuracy each month.
What would you consider necessary to consider if you are setting up a complaint handling procedure?
- Written policy
- Designated officer
- Acknowledge complaint (within 7 days)
- Investigation
- Response (within 28 days)
- Offer ADR
- Keep information for 6 years and remain confidential
How do you feedback lessons learnt?
- Regular reviews.
- Structured review meetings.
- Open and honest communication.
- Root cause analysis.
- Share knowledge widely.
What do you understand by the term corporate social responsibility?
A business model by which companies make a concerted effort to operate in ways that enhance rather than degrade society and the environment
Does your company have a corporate responsibility policy?
Yes, a presentation was held recently ensuring all employees are aware of my company’s corporate responsibilities. Aligning ours and the stakeholders’ requirements towards a sustainable future.
Have you had to deal with any complaints on your projects?
Not so much commercial, however a complaint was received from a third party regarding the noise of the generators and blowers at Chorley.
- Complaint was logged with third party team and the client.
- Action plan was put in place to resolve.
- Contractor purchased acoustic enclosures.
Have you consulted with statutory authorities on consents and approvals?
I have had brief involvement with the local planning authority when dealing with the planning approval process at Station Road. Although our client were the main point of contact.
Have you drafted/compiled appointment documents?
I have drafted an NEC Professional Services Subcontract for a design consultant to carry out the design management, outline design and detailed design at Wigan.
Have you assessed your client relationship and/or your team’s performance on a project?
- Yes by assessing communication quality.
- Yes by soliciting feedback and gauging satisfaction.
- Yes by measuring the teams’ progress against goals that were set each week/ month etc.
Use Willamsgate example
Have you set up a communications system with a client and other stakeholders?
We have a communication system called CEMAR which we use on each project with the client.
How do you establish the client’s objectives?
- Communicate effectively with them to understand their requirements.
- Summarise and document their objectives in a clear manner.
