Client Care SoE Questions

Question 1

What is Client Care?

Answer 1

The continuous process of understanding clients’ requirements and ensuring that there goals and objectives are delivered.

Question 2

Why is Client Care important?

Answer 2

Place you and your business over your competitors.

Increase business through positive feedback.

Question 3

How do you manage clients expectations?

Answer 3

Being open and honest at all times.

Agreeing a strategy with achievable goals and timelines.

Being transparent.

Question 4

What is in your service reviews?

Answer 4

Is the work on programme.

Is the work within fee budget.

Has there been any scope increase which may allow for additional fees.

Has the client raised any concerns or complaints which need to be addressed.

Question 5

What would you do if a project was costing considerably more in your resource than anticipated?

Answer 5

Review fee proposal to determine if the issue is related to scope increase by the client or did the initial fee proposal underestimate the resource required.

If the resource was incorrectly calculated at fee stage I would continue delivery of the works and ensure there is no reduction in the delivery of the service.

I would take this as a lesson learnt situation and ensure when forecasting resource next time I clearly understand what is required.

Question 6

What is a KPI?

Answer 6

Key Performance Indicator.

Question 7

Give me an example of some KPIs you’ve used or been judged on?

Answer 7

Upon completion of projects – clients are issued with questionnaires which allows clients to rate the delivery of service provided by my company and myself. This also allows clients to express areas of service delivery which can be improved.

Question 8

What is a complaint?

Answer 8

Expression of dissatisfaction.

Question 9

What is RLB’s complaints handling procedure?

Answer 9

Complaint raised to key client contact in writing.

Complaint is to be acknowledged by key client contact within 2 days.

Within 5 working days a resolution plan is to be drafted for corrective action.

If client is still not happy the matter will then be referred to the Operations Director who will conduct their own review and inform the client of the conclusion within 28 days.

If client still remains unhappy an attempt to resolve the issue will be made via third party redress.

Question 10

What is RLB’s third party redress provider?

Answer 10

If negotiation is unsuccessful will agree to enter into Mediation in accordance with the Centre for Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institution of Chartered Surveyors.

If still not resolved, complaint is then referred to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators.

Question 11

Would you inform your insurers and if so, when?

Answer 11

Yes, as soon as the complaint was logged with my company.

Question 12

What is meant by Client’s money?

Answer 12

The process of holding clients money by an RICS firm on behalf of a client in any currency.

Question 13

What types of accounts are available?

Answer 13

General account – holds money for more than one client.
Discrete account – single named client.

Question 14

What is the RICS Money Protection Scheme?

Answer 14

RICS-regulated UK firms that hold client money must therefore ensure that they are registered with the appropriate RICS scheme.

Provides for any member of the public to be reimbursed their direct loss of funds.

This is provided through RICS insurance policy.

Question 15

What is the purpose of joint names on a client account?

Answer 15

Dual authorisation required for added protection.

Question 16

Can you advise what you understand good client care to be?

Answer 16

I understand good client care to represent the following things:

Effective QA Procedures
Client Satisfaction Surveys
Having appropriate CHP’s in place
Outlining the Scope of Service
Regular Communication

Question 17

How would you approach having to deliver bad news to a client?

Answer 17

If I had to deliver bad news to a client, I would ensure that I had prepared for the conversation.

I would ensure that I was empathetic and understanding of the situation.

I would make sure that I understood what the outcome of the conversation needed to be.

Question 18

Has good client care ever led to repeat business for you as a firm?

Answer 18

Yes, on the Wythenshawe Theatres project we secured repeat business. This was with the delivery of the Wythenshawe GMMH facility following a successful project and delivery with the client.

Question 19

What is a stakeholder?

Answer 19

A stakeholder is a person or organisation that has an interest in the project.

Question 20

What is in a fee proposal?

Answer 20

• A scope of service document
• Terms of appointment
• T&Cs
• Organisational chart
• Relevant experience
• The fee
• Level of PII
• Exclusions

Question 21

How would you calculate the fees for professional services for a client?

Answer 21

Identify the seniority of people and time required to undertake the project
Apply an hourly rate to those people who will be required.
Any additional expense that will be required i.e. travel, accommodation etc

Question 22

What would you do if you had undervalued your fee proposal?

Answer 22

If the scope of service had remained the same then we would have to bear the cost of the undervalue

If the scope of service had increased then I would request additional fees

Question 23

Using a project example, can you advise how you have effectively managed relationships?

Answer 23

On the Wythenshawe Theatres project I developed a good working relationship with the client and this led to repeat work being awarded with the Wythenshawe GMMH project.

Question 24

What can you do as an individual that shows good client care?

Answer 24

Ensure that I communicate effectively and regularly with the client.

Undertake my contractual duties within the appropriate time frames i.e. undertake interim valuations and financial statements.

Make the client aware of our CHP.

Issue client satisfaction surveys at relevant intervals to receive applicable feedback on areas to improve to feedback to the team.

Question 25

What do you understand by the term duty of care?

Answer 25

Ensure that another party does not suffer unreasonable harm or loss.

Question 26

How would you establish the scope of services required for a project or client?

Answer 26

I would set up a briefing meeting to communicate with the client and outline their main drivers in terms of scope, cost, quality, risk and control.

I would want to understand what value meant to the client.

Question 27

Is there an RICS document that outlines CHP?

Answer 27

Yes, the RICS has a document which outlines their recommended CHP and the minimum number of steps and timescales.

Question 28

Can you elaborate on the RICS complaints handling procedure?

Answer 28

The RICS complaints handling procedure is in two parts.

The first being, inform the complaint handler in your firm and request full details in writing.

Acknowledgement will be issued within 7 days.

A response will be generated within 28 days.

If not acceptable, this will be taken to third party redress.

Question 29

What would you do if a client asked to reduce your fee to match a competitor?

Answer 29

I would explain to the client how the fee has been calculated and the resources necessary to provide the scope of service.

I would further advise that I did not want to enter into a dutch action with other competitors.

If the client wanted a reduced fee, I would review with the client where services could be reduced in order to reduce the fee proposal

Question 30

Can you advise where you have developed reports for clients and how they were presented?

Answer 30

I have produced many reports on differing projects, mainly in the form of cost reports.

These highlighted the financial standing of the project, advising on any project variations and the projected final account.

This was produced in a PDF format which was then presented to the client during a meeting, elaborating on any changes within the period.

Question 31

You mention you produced a dashboard for the Fast House Project, what did this show and
contain?

Answer 31

On the Fast House project, I was responsible for producing a report on the affordability of Timber v Traditional Masonry, dependent on the number of plots.

This showed the varying cost of each development based on supply and installation rates for materials that had been provided by the employer. The report also highlighted labour costs attributed to each development.

I also provided location factors within the report which highlighted differences in price dependent on location.

Question 32

Why is it important to amend documents to a bespoke format for the client

Answer 32

This is to ensure that they are in a format that is understandable for the client and the purpose they require it for.

For example, on FastHouse, the client requested that we include location factors to give them an understanding of development cost in varying locations.

Question 33

Why did the client rely on you to arrange the tender interviews?

Answer 33

On Wythenshawe GMMH the client relied on me to arrange the tender interviews as they were distracted with the delivery of the Theatre Extension project.

I was happy to assist as a way of maintaining client relationships, presenting good client care.

Question 34

Could you have requested additional fees for managing the tender process and arranging tender interviews?

Answer 34

As this was not within our scope of service, I could have requested additional fees. Although, this was a gesture of good will for a valued client.

Question 35

Why is the query process an important part of a tender period?

Answer 35

The query process is important as it highlights potential issues with the tender information, allowing members of the design team the provide a response and iron out any uncertainties.

This would prevent the contractor from factoring in any unnecessary risk into their pricing.

Question 36

What has to be considered when you are arranging tender interview?

Answer 36

When arranging tender interviews, you have to ensure that they are arranged for a time that will allow all

You must ensure that any queries are addressed before the interviews to be able to provide feedback and a response to the contractor. This will present them with the option of addressing any further queries they may have.

Question 37

Is there any difference in terms of arrangement between in-person tender interview and Teams tender interview?

Answer 37

When conducting online you must ensure that all parties have access to the particular form of software you may be using to conduct the interview i.e. teams, zoom.