Level 2 Flashcards
Tell me about an example of how you have provided good client care.
Millbrook Primary School - When we found the issue with the columns, that weren’t immediately visible during the initial site visit and knowing the tight deadline to handover the works I acted promptly:
* I communicated via phone to the client the issue in simple, non-technical terms.
* concise written summary within 24 hours
* i arranged for a structural surveyor who recommended a timber specialist to attend on the back of this to provide remedial advice
* I informed the client of this and scheduled in for then the works could be carried out.
Rule 3 – understand clients needs before accepting work, agree the scope of service and timescales.
Tell me about an example of when you have provided a high standard of service to a client.
Modular Building Millbrook - I was appointed to install a modular building the client was concerned about being able to provide the same service to as they previously did from a modular building. To ensure a high standard of service I took time to:
*liaise with a modular building company to create design proposals for the client to show them various high standards options they could get from the new building *arranged for them to attend a previously installed modular unit to allow them to see the high standard of building that could be delivered
This practical advice ensured that the client was happy with the proposal and was able to visualise the end product.
How have you dealt with an unrealistic client deadline?
Stretton Way Racking system - I was asked to provide budget costs for a storage facility on a mezzanine level within a week. I informed the client of the following:
*structural stability of the mezzanine level was unknown and would need a structural engineer to advise on.
*would need advise from a racking specialist as to what can be installed within the specific area and what access platform would be utilised
*i advised that i would need to consult with H&S and building control colleagues as to what would be installed within the area (MOT)
The client appreciated the honesty and flexibility. By clearly managing expectations while still supporting their objective, I maintained my integrity of the and delivered a high standard of service under pressure.
How have you dealt with unrealistic client expectations?
Ravenscroft Toilet Refurbishment - The client expected the strip out and refurbishment of 3 no. toilet blocks to be carried out within the 2 weeks due to the head and the site manager being on holiday. I arranged a meeting with a contractor and the client to walk them through the job and and highlighted the risk of rushing key activities like M&E commissioning or snagging. I proposed two options:
*A reduced programme however this would still not be completed within the 2 weeks allowed with increased labour and extended working hours (at higher cost)
*Allowing for another site manager to open up the school to allow the works to be carried out within 6 weeks.
*Last option would be to omit the number of blocks that were being refurbished.
The client opted to allow for another site manager to open after understanding the trade-offs, and appreciated the transparency.
Tell me about the approach you have taken when dealing with a non-technical lay client.
Millbrook Modular - I presented the client with CAD drawings of the various proposed layouts and arranged for a visit to a similar project so they could visualise the space. The client later said the process made them feel far more confident about the proposals, and that they understood exactly what they were getting into.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
When discussing a potential issue with my group manager client’s knowledge and adjusted my communication style accordingly. I knew they were familiar with construction terminology, so I was able to speak in more technical terms and go deeper into areas
How have you established a client’s objectives?
Halewood LUF - I facilitated an early-stage briefing session with the client and key stakeholders. I asked targeted, open-ended questions to uncover both the strategic and practical drivers behind the project. Client’s primary objective was to achieve practical completion within 12 months to align with a funding deadline — even if it meant reducing the scope of certain non-essential works.
How have you confirmed a client’s brief?
The brief was defined verbally and formally in a briefing letter supported by the feasibility study
How have you established a scope of services?
On a recent office refurbishment project i established clear and agreed scope of services by understanding the clients requirements:
*purpose of the refurbishment
*budget, timeline, and constraints
*level of involvement they expected
How have you calculated fees for professional services?
Fee’s are a council standard which are set my our Head of Service.
How have you compiled an appointment document?
I have never complied an appointment documents but I would use the RICS Standard Form of Consultant’s Appointment explanatory note for guidance.
How have you established project stakeholders and their status within a project?
I carried out a stakeholder mapping exercise:
*Identify stakeholders - affect v influence the project - internal or external
* Analyse - interests, influence
* Map - Power v Interest & Influence vs attitude
*Plan engagement - High power & High Interest (engaged and involved) low power low interest (monitor minimal engagement.
How have you set up communication systems with a client and stakeholders?
Understand Stakeholder Needs and Preferences:
*Conduct a quick stakeholder analysis.
*communication preference
*Identify the right frequency and level of detail for each stakeholder group.
How have you issued reports to a client?
Depending on their level this can be either via email or physical copy
How have you dealt with a complaint?
We will acknowledge your complaint within three working days. If you have made your complaint online, you will receive an immediate acknowledgement.
The Council aims to respond to complaints within the following timescales;
Corporate complaints (Have Your Say) - fifteen working days
If the complaint response is going to take longer than the above targets, you will be notified by the Council’s Customer Liaison Team and provided with the reason for the delay and a new response date.
How have you measured KPIs?
I worked closely with the client and project stakeholders to understand their priorities the majority of the clients (schools) will need the works to be completed for the September return (schedule adherence) and client satisfaction. KPIs can be cost perfomance and qaulity control.
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
I conducted a detailed client briefing to establish the key objectives, constraints, and expectations. I analysed the date by:
*prioritising objectives must haves V nice to haves
* goals against site. e.g the number of work stations they could have within the space.
*i used BCIs to see if the proposed scope could be delivered within budget.
Alt Bridge School - Who were the stakeholders on the project? How did you document the meeting? How did you prepare your cost estimates? What were the KPI’s and why ?What was the outcome of the project?
Stakeholders - Head Teacher, Teacher and Site Manager
Meeting - I took minutes when we had meetings and issued them within a timely manner to the stakeholders.
I used BCIS to prepare the cost estimates.
KPI’s - completion by September for the new intake, layout need to be as such that they pupils could do practical and theory. the project was delivered within the timescale and to the desired standard.
