L2 - Client Care

Question 1

Tell about why it is important to develop long-term client relationships.

Answer 1

Large proportion of projects are ‘won’ through repeat business.

Question 2

Tell me what a stakeholder is and about the different stakeholders you have come across in your role (7)

Answer 2

A stakeholder is someone who has an interest in the project.
1) Client
2) Council
3) Operators/ End Users
4) Consumers
5) Team members
6) Funders/ investors
7) Media
8) (Sub)Contractors

Question 3

Tell me about how you have tailored your client care to one of the different types of stakeholders.

Answer 3

To a particular Client that has not undertaken a Construction project before, I have tailored my approach to them in a way that they can understand. I ensured the terminology of tender reports were explained so they could understand recommendations.

Question 4

Why is it important to you to set objectives? (3)

Answer 4

1) To ensure these are achievable.
2) To measure against during the project for progress.
3) Can be benchmarked against in future projects.

Question 5

Tell me about your duty of care towards your clients (7)

Answer 5

1) Ensure a complaints handling policy is in place.
2) Ensure to stick to my scope of service.
3) Be honest with Clients
4) Transparent around fees and appointments.
5) Ensure records are being taken.
6) Ensure data systems are up to date and in line to meet client requirements.
7) Clarity in the next steps, costs and timescales.

Question 6

How do you define your scope of services within the limits of your competence and PI insurance?

Answer 6

Make it clear within the terms and conditions.

Question 7

How do you set fees?

Answer 7

• Understand Client requirements and project details
• Identify who will need to be involved to deliver the service
• Assess duration
• Apply hourly/ daily/ weekly rate against each activity
• Review fee against the project budget (as a check)

Question 8

Have you used standard forms of appointment?

Answer 8

Yes but tailored to suit requirements.

Question 9

What mechanisms are contained within an appointment document? (5)

Answer 9

1) Payment
2) ADR/ Arbitration/ Litigation
3) PI for all businesses
4) Additional services
5) Termination

Question 10

How are stakeholders identified?

Answer 10

Anybody with a direct or indirect interest in the project or can influence a project.

Question 11

How do you establish stakeholders status within a project?

Answer 11

By determining how reporting to or from them will be included as part of the project.

Question 12

Explain formal communication systems with clients and stakeholders you are aware of.

Answer 12

Email, phone, letters, face-to-face.

Question 13

What KPIs might you agree with a client to monitor performance? (7)

Answer 13

1) Cost
2) Programme
3) Defects/snags
4) Profitability
5) Health and Safety scores
6) Environmental scoring
7) Local labour employment

Question 14

What KPIs might you agree with a client to monitor performance? (7)

Answer 14

1) Cost
2) Programme
3) Defects/snags
4) Profitability
5) Health and Safety scores
6) Environmental scoring
7) Local labour employment

Question 15

How do you gather data during the inception stage of a project, including client briefings and site based information?

Answer 15

1) Previous experience
2) Stakeholder engagement
3) Community engagement
4) Data collection sources (BCIS)
5) Site information provided by the existing tenant/ user/ previous clients.

Question 16

Explain what BS EN ISO 9004 relates to.

Answer 16

Self assessment quality tool to enhance an organisations success in regard to management.

Question 17

What is the definition of a Key Performance Indicator (KPI)?

Answer 17

Measure success against a set of targets.

Question 18

Tell me about an example of how you have provided good client care. (CC)

Answer 18

Calderdale Tender Report
When a delay had occurred gathering tender analysis and tender queries, this meant the Client was not going to receive the tender report on the date set. I wrote to the Client explaining the circumstances and stated I will give an update of the known facts on the due date and aim to deliver the tender report within 24 hours of the original due date.

Question 19

Tell me about an example of when you have provided a good standard of service to a client.

Answer 19

Hilton Leeds
When referring a Structural Engineer to the Client to undertake some investigation works on a Hotel, I did this in the best interest of the Client as I know they deliver a good and timely service and costs are reasonable. There were no financial benefits to the firm included in this referral.

Question 20

How have you dealt with an unrealistic client deadline?

Answer 20

I clearly identified the current workload internally to a senior manager and what the Client was expecting. I explained to the Client I must uphold a good standard or service and attempting to issue the work for this deadline could jeopardise this. I requested if there was something else that I could do to up ease the time frames allowing more time to complete the work.

Question 21

Tell me about the approach you have taken when dealing with a non- technical lay client.

Answer 21

Lords Hall
Explaining all technical areas in layman’s terms. Walking them through each stage of the project.

Question 22

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Answer 22

Use technical language to communicate including abbreviations etc.

Question 23

How have you established a client’s objectives?

Answer 23

Discussion with the Client regarding aims, objectives, budget and programme.

Question 24

How have you confirmed a client’s brief?

Answer 24

Reviewing tightly with the Client during the early stages and appraising the different options available.

Question 25

How have you established a scope of services?

Answer 25

Close liaison with the Client to fulfil their needs and advise on the services recommended for the nature of the works.

Question 26

How have you set up communication systems with a client and stakeholders?

Answer 26

Weekly calls, emails to the relevant parties and progress meetings.

Question 27

How have you issued reports to a client?

Answer 27

Via email then present via MS Teams or similar.

Question 28

How have you dealt with a complaint?

Answer 28

Invoice
I have dealt with an error on one of our invoices to the Client by logging the complaint and informing the Client of a timescale to resolve. I highlighted this with our finance team who corrected the invoice.

Question 29

How have you measured KPIs?

Answer 29

Regular back checks against targets.
Cashflow checks.
Programme updates.
Resetting KPI’s to suit changes in the landscape.

Question 30

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Answer 30

The clients motivations, ideas and objectives and were extracted during a meeting. These were developed into the client brief, which also took account of other aspects such as constraints. I confirmed the brief with the client, and it proved useful in guiding them through the process of designing and constructing their extension.

Question 31

What are the principles of Client Care (6)?

Answer 31

1) Maintain relationships.
2) Different types of clients and their objectives and interests.
3) Refer to RICS code of conduct.
4) CHP.
5) Client feedback.
6) Manage client accounts.

Question 32

What is the RICS Rules of Conduct?

Answer 32

The Rules of Conduct support positive change in the built environments, through promoting and enforcing the highest ethical standards.

Question 33

What is the RICS Rules of Conduct?

Answer 33

The Rules of Conduct support positive change in the built environments, through
promoting and enforcing the highest ethical standards.

Question 34

What are the RICS ethical principles?

Answer 34

1) honesty
2) integrity
3) competence
4) service
5) respect and responsibility.