Client Care (Level 2) Flashcards
Who are your clients?
A client as the Entity, individual or organisation commissioning and funding the project, directly or indirectly.
What is client care?
- Identifying the client type/genre and the behaviors appropriate to establishing good relationships
- Identifying client objectives to deliver a high level of service
- Encouraging trust
- Clear and concise communication
- Acting with integrity, being ethical and professional (Note - RICS Code of Conduct)
- Being responsive when dealing with complaints and issues
How would you establish your client’s objectives?
- Client questionnaire
- KPI’s
- Pre-start meetings
- Benchmarking
How do you provide client care?
- Lead by example
- Manage expectations
- Implement lessons learned from previous complaints (if there was one)
- Ensure communication is effective and clear
How can you establish good client relationships?
- Managing the client’s expectations
- Act with integrity (Note - RICS Code of Conduct)
- Encourage good communication
- Develop trust and maintain this
As a QS, what would you do if the client visits site for the first time?
- Introduce them to the team
- Provide them with a project directory
- Identify their expectations and vice-versa (Set up interim meetings? Manage trackers? Monitor progress?)
Give an example of conflict of interest
Definition - Conflict of interest is where your judgement, decisions or actions can compromise/negatively impact another party you are also working on behalf.
Example - Hiring a Sub-Contractor who is a friend/relative and therefore would be favoured in decision making.
Example - Acting for more than one stakeholder on a project
How would you deal with a Client who wanted you to pay for services upfront?
- Set up a client account in line with RICS rules of conduct
- Monitor Client financial strength
- Agree with the client a fee schedule and how this would be drawn down
- Issue monthly statements to reconcile the account
How is a fee built up?
- Identify the scope of services / client expectations
- Does the client want you to attend meetings?
- How many days / hours working on the project?
- What other requirements do they have? I.e. BoQ’s, measuring, procurement.
What is a project brief?
A clear statement of the clients desired level of quality, functionality and cost. Defining a clear scope of service for the team to manage expectations for both parties.
What’re client expectations?
Their objectives and requirements. They can be definitive, contractual documents such as ER’s or KPI’s/targets which are pre-determined.
What would be included as part of a good client brief?
Project definition, their goals/objectives, programme, budgets, quality requirements and defined project success criteria i.e. KPI’s
How would you prepare a scope of services?
- Look at published RICS standard forms of consultants appointments
- Agree the scope of service and fee (and draw down)
- Responsibility matrix
- Understand programme
What are KPI’s?
Key Performance Indicators (measurable targets)
Examples of KPI’s
- Completion on time
- Number of accidents
- Min. amount of quotes per package
- Min. amount of complaints
- Waste quantities
Why would you use a KPI?
To provide quantifiable measurement to assist parties in construction as well as ensure the clients requirements are met and if not, why?
What would you do if you saw unprofessional behaviour from an RICS member?
Review the unprofessionalism against the RICS codes of conduct and remind them of their duties as an RICS member. Inform senior staff/RICS if necessary
What are the RICS Rules of Conduct & Global Professional and Ethical Standards?
- Act with integrity
- Always promote trust in the profession
- Treat others with respect
- Take responsibility
- Always provide a high standard of service
STIRR acronym
What would you do if you received a complaint?
Follow my company’s complaint procedure and act in line with the RICS Code of Conduct (take responsibility and act with integrity)
What is your company’s complaints procedure?
I currently work for Telford Homes Ltd (within CBRE’s umbrella) and CBRE’s complaints procedure is:
a) Once written complaint is received to the Compliance Director, CBRE will write to confirm receipt within 7 days - and how they intend to deal with the complaint
b) Within 20 working days, CBRE to contact and inform the outcome of the investigation and the actions taken. If longer is required, CBRE will write to confirm.
c) If, after 8 weeks the complaint has not been dealt with, redress or alternative dispute resolution body CBRE are a member of will be referred to.
How are QS’s fee’s collated?
They’re based on project size, complexity, location and the scope of service to be undertaken.
How much resource you need to input to the project (meetings, form BoQ’s, etc.)
BCIS & Fees generally range between 1-2% of project value and percentage is usually higher on smaller projects. Most fees paid in installments or can be hourly based.
Name some principles of client care?
- Understanding the client’s requirements
- Understanding different types of clients and how to manage their expectations
- Maintaining professional and in line with RICS Code of Conduct
- Have a complaints handling procedure
- Collect, respond and act on all Client feedback
What’s the difference between client care and duty of care?
CC - Acknowledging the client is of prime importance
DoC - Always advise in the client’s best interest even if that contradicts their views
What is the RICS complaints handling procedure?
- Clear, transparent, impartial and free of charge.
- Names and contact details of the nominated investigating person must be stated.
- Advise PI insurers of complaint immediately.
- Receive the complaint to the RICS address. Acknowledgement of the complaint is then sent within 7 days and a full response to the complaint is within 28 days. Try and resolve to the clients satisfaction however if not happy still, stage 2 commences.
- Stage 2 takes the complaint to an independent redress provider where the complaint will be reviewed and hopefully agreed.
If a complaint cannot be resolved within the 28 day period, who is the complaint referred to in the 2nd / redress stage?
Independent redress provider as approved by the RICS regulatory board / Ombudsman services / Property redress scheme
Details of RICS providers can be found on RICS website, through link in complaints handling guidance
How can you tell if your client is happy with your work?
Client feedback sheets and details of future work and/or recommendations to other similar firms
How do you maintain and promote good client relationships?
Consistently achieve the Client’s objectives, keep them informed, develop their trust and tailor to their needs when required
What’re the different negotiation techniques?
Soft - Avoids conflict and trusts other party
Hard - Aggressive and not willing to concede
Principles - Decide using merit, being objective (using facts) and relies on respect and professionalism.
What is a PQQ?
Pre Qualification Questionnaire
- Questions to determine experience, capacity and financial standing of tenderers
- Scoring system may be put in place
- Info such as: company details, insurances, accounts, policies, etc.
What’s an ITT?
Invitation to Tender
- Allows tenderers to make a formal offer for the supply of goods or services
- May follow the PQQ
- Should include: project details, form of tender, form of contract, preliminaries, ER’s, drawings/spec and programme/timescales
What types of insurances would client’s require?
All Risk Policies - Covers the cost of unforeseen loss or damage to building works
Employers Liability - Compensation if an employee is injured or becomes ill because of work
Professional Indemnity - Covers negligence on the part of the service provider, particularly with design
What is site investigation?
Investigating the type of development used on the land previously to establish ground conditions, groundwater levels, geology, physical hazards, gases and requirement for UXO Surveys.
What are feasibility studies?
Early stage investigations to establish project viability. It considers planning permissions, environmental impact, analysis of budget and site appraisals.
Feasibility = Can you do it?
Viability = Is it profitable?
What is stakeholder management?
Stakeholders are anyone who has an interest in the process or outcome of a project (internal and external)
Maintaining a good relationship with those who have an interest in the project is key and can be a difficult process depending on the size, complexity and the stakeholders status.
Examples of stakeholders
Direct - Client, Contractor, Contract Administrators, Supply Chain, and Designers
Indirect - Local Residents and Local Businesses
What is a Power Interest Matrix and what are the key influences of each stakeholder type?
High influence, high interest - Manage Closely
High influence, low interest - Keep satisfied
Low influence, high interest - Keep informed
Low influence, low interest - Monitor (Minimum effort)
What is a collateral warranty?
A legal binding document which imposes an extended duty of care between third parties. For example, the Client would have a direct link to a Subcontractor, irrespective if there is no Contract between them
What is a performance bond?
Insurance for the client, typically a bank, against the risk of Contractor failing to fulfil contractual obligations - commonly insolvency. It is usually common to be 10% of the Contract value
Why is preparing two (or more) cost estimates for your client a good idea?
I could have done exactly what I was asked, pricing the design provided. Instead I used my initiative and went further by providing an alternative, assisting the client in making an informed decision as well as attempting to achieve best value
How would you explain to a client what it is that QS’s do, what value they provide?
Cost planning, measurement, advice on procurement and tendering, post-contract cost control, contract collation, value engineering and financial management
What is stakeholder mapping?
Brainstorming who the stakeholders are
Creating a stakeholder power interest matrix to identify who to manage closely and who you can give minimum effort to
How do you as a QS undertake anti-money laundering checks?
A QS must undertake checks on clients, which include requesting individuals’ ID and proof of address or confirmation of a business’s details with Companies House. Copies of this documentation must be kept for five years from the end of the business relationship or completion of the transaction.
Do QS’s need to have PI?
Yes, all RICS members and firms need to have the appropriate level of PI insurance. Surveyors will need to check if their level of PI covers any future work before accepting the instruction.
What is ISO 9001?
A global recognised quality management system to meet customer and regulatory requirements. It’s used to improve processes and services.
What are terms of engagement?
Each Client instruction must be formalised in writing using terms of engagement. The agreed terms between parties, limitations on liabilities and other caveats such as scope of service, fees, etc. will be noted. A verbal agreement should never be replied upon and should be backed up in writing immediately.
How is a procurement schedule/report collated?
A procurement schedule outlines the best procurement route for the Client. It will identify the benefits and drawbacks of each route, with a recommendation evaluating the Client’s requirements and which route can provide best value.
From a Construction QS perspective, a procurement schedule is used to determine key dates for procurement of packages in line with the programme to ensure no delays. A QS will work backwards from the commencement date to include tender dates, lead times, design periods, etc.
What is the project programme?
This document is used to determine the project lifecycle from inception to completion, notably for construction works. It is a tool used by Client’s to review progress and can be continually re-scheduled to account for any changes such as delays or additional works.
Monitoring the critical path can be an advantageous tool to realise any delays and subsequently utilise any mitigation tools to alleviate or remove this delay.
What types of communication systems should be in place with the Client?
Clear and concise communication with the client is a key tool for a good working relationship
Types of systems that can be in place: Project directory, organogram to ensure who reports to who, progress reports & regular meetings
