2 - Client care

Question 1

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

Answer 1

• Trust
• Develop partnerships
• Improved confidence and communication
• Aligned ways of working
• Positive reputation and business opportunities

Question 2

Tell me about the different stakeholders you have come across in your role:

Answer 2

Internal:
Client (management, employees, directors)

External:
Customers
Local authority
Contractors
Support workers
Consultants

Question 3

Tell me about how you have tailored your client care to one of these stakeholders?

Answer 3

Internal clients e.g. business development team:
* well-mannered and respectful, as standard
* learn about their objectives for a project
* professional manner
* be transparent to what they can achieve, and at what cost
* Open and honet
* Involve them in decision making
* Allow more say in decisions that other clients, involve in SoW, final site visit, frequent virtual meetings (weekly/fortnightly) to update

Question 4

Why is it important to you to set objectives?

Answer 4

• So I clearly know what the client expects so the project can be delivered to satisfaction
• Specific - ensures all parties are on the same page
• Give me something to work towards
• Increase chance of achieving specific outcome
  **performance and quality
  budget
  time to completion **

Question 5

Tell me about your duty of care to clients?

Answer 5

-To carry out those services at the standard of a reasonably competent surveyor
-skill, care and competence

Question 6

How have you defined your scope of services within the limits of your competence and PI unsrance?

Answer 6

N/A but would outline in the consultant fee proposal my scope of service including terms of appt, insurances, exclusions, assumptions.

Question 7

How do you set fees?

Answer 7

Not applicable but I would:
* understand client requirements including project scope, key project details, budget and scope of service
* Duration to complete activites identified in scope of service
* Consider seniority and number of people required to deliver the service
* Apply a daily or hourly rate against the activites
* Review total fee as a % against the project budget (sense check)

Question 8

How have you used standard forms of appointment?

Answer 8

Prepared appointment letters for external consultants i.e. Architect, external surveying practices using client template.
Outlining fees, scope of service, term, PII

RICS Standard Form of Consultants Appointment - for complex, medium or large ‘normal’ type service project appointments.

Question 9

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

Answer 9

Programme: Time in unit
Quality: Defects/snags on handover
Resident satisfaction
Financial management - cashflow versus actual
Health and safety performance

Question 10

What insurance requirements are you aware of (both legal and RICS)?

Answer 10

Professional indemnity insurance - defends you against claims of negligence
Firm’s turnover in the preceding year Minimum limit of indemnity
* £100,000 or less - £250,000
* £100,001 to £200,000 - £500,000
* £200,001 and above - £1,000,000

Public liability - for physical damage and injuries caused by your business

Employers’ liability - legally required cover for employers

Question 11

How are stakeholders identified?

Answer 11

Identify who would be affected by the project and create register with contact details of leads.

Can be identified during meetings or via staekholder analysis/mapping i.e. end users, professional team, contractor, neighbours

Question 12

How do you establish stakeholder status within a project?

Answer 12

Assess influence and interest - high influence + high interest = high status

Agree suitable communication strategy with the others i.e. my client would be high status, in design meetings would determine level of responsibility/status/influence and record comms strategy

Question 13

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

Answer 13

Formal verbal i.e meetings, presentations, interviews, team meetings, project pre/progress meetings. Recorded or minuted so they can be referenced

Formal written - reports, minutes, specs. Anything planned to be produced & intended to be formal

Question 14

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

Answer 14

*Site surveys - site walkover, drone
* Site investigations i.e. asbestos, scratch test
* CAT testing for services
* Input from other SH’s
* Joint surveys or meetings from key SH’s - understand requirements, and restrictions, objectives and aims, SH mgt, comms strategy, site restrictions
* Review preconstruction info i.e. repair history, asbestos, FRA, EPC’s, old H&S files

Question 15

Explain what BS EN ISO 9004 relates to

Answer 15

Designed to provide guidance to any organization on ways to make their quality management system more successful.

Guide to support the achievement of sustained success by a quality management approach

The standard can be used along with the ISO 9001 standard or as a standalone guide to help organizations achieve and maintain objectives in the long-term.

Question 16

What is the definition of a key performance indicator (KPI)?

Answer 16

-A measure of identified objectives to determine performance for improvement
-Quantifiable measurements to gauge performance
-Measure sucess against a set of targets/objectvies
-Allows for informed strategic decisions

Question 17

Tell me about an example of how you have provided good client care?

Answer 17

Regular communication
Project reviews

Garden Close for e.g.
* sought client feedback/lessons learned/project review
* Identified improvements to change control processes and SH mapping/mgt
* Acted on information rec’d
* Implemented project document to manage the above for future schemes

Question 18

Tell me about an example of when you have provided a high standard of service to a client?

Answer 18

Margery Park Road
-PM for refurb works
* Studied LA accomodation standards
* Led client and LA joint visit to determine objectives, requirements, aims and manage expectations
* Produced outline SoW for client approval and feedback
* Ensured client input through design stage inc frequent virtual meetings, guiding them through options
* agreed methods of communication
* Supported them to appoint/procure consultant services and established appointment
* Regular update meetings
* Implemented LL from Garden Close project

Question 19

How have you dealt with an unrealistic client deadline?

Answer 19

• Communicate situation clearly
• Transparency
• Help client understand - i.e. need for B.Control, planning, supply’s etc.
• Manage client expectations
• Realistic timescales
• Focus on key milestones to demonstrate progress

Question 20

How have you dealt with unrealistic client expectations?

Answer 20

MPR - unrealistic project deadline:
* Communicate situation clearly
* Transparency
* Help client understand - i.e. need for B.Control, planning, supply’s etc.
* Manage client expectations
* Realistic timescales
* Focus on key milestones to demonstrate progress

Question 21

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

Answer 21

• Non-technical jargon, be simple and concise.
• Use photos & designs to illustrate if appropriate
• Explain in simple terms, help them understand consequences or benefits of decisions - help them understand the result
• Build trust to instil confidence in You
• Encourage questions

Question 22

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

Answer 22

• Welcome input, share ideas and feedback
• collaborative
• seek and listen to ideas
• Build mutual trust

Question 23

Newham - how did collaboration help to agree the objectives?

Answer 23

• Enabled me to determine what the client and key stakeholders required, and to align objectives, aims, restrictions - ensure we’re all on the same page
• Able to talk through ideas and guide them through options

Question 24

Newham - how did you produce the scope of works

Answer 24

• Reviewed the LA’s accomodation standards to understand requirements
• Followed by joint survey with client and LA
• Helped me to understand client/LA’s objectives and requirements, and align them with the accomodation standards.
• Walking through the property we was able to discuss requirements and use for each room enabling me to produce an outline scope of works for feedback/approval from the key stakeholders
• Followed up in a virtual meeting to discuss any changes, for amendment and agreement.
• Freeze outline SoW as a baseline document

Question 25

Newham - explain how you provided good client care throughout the project?

Answer 25

* Involved client in developing the SoW * Keep the client updated on next steps, including timescales * Regular meetings * Accomodated site visits, where safe to do so * Supported them by procuring consultants, and compiling appt docs

Question 26

Newham - how did you agree a communication strategy

Answer 26

* Identified SH's on project document * Reviewed with client to determine level of interest and influence of each, and understanding my clients approval to speak with certain SH's i.e. communications with LA to go through my client * Agreed frequency of reoccuring meetings

Question 27

How have you measured KPIs

Answer 27

* Measured KPIs on preconstruction information, site management, resident satisfaction, financial management, defect, health and safety * In accordance with contract docs * Utilising tracker sheets to collate and measure, seeking comment from contractor, and identifying performance improvements.

Question 28

How have you calculated fees for professional services?

Answer 28

* Understand client requirements incl. project scope, key project details, budget and scope of services * Identify resources including seniority and number of resources * Assess duration required to complete activities identified in scope of service * Apply daily or hourly rate against activities * Review total fee as a % against the project budget as a sense check

Question 29

How have you established a clients objectives?

Answer 29

For renovation projects: discuss the project with the client to understand requirements, property use, restrictions, expectations and purpose at the start of the project. For planned maintenance projects: I utilise the stock condition data, repair history, and reports to identify works required surrounding the identified item of works, and discuss with end-users also MPR - Reviewed the accomodation standards which detailed LA's objectives. The proceeded to meet with client and LA to discuss objectives to ensure alignment and builability .

Question 30

How have you confirmed a clients brief?

Answer 30

Meet client to talk through brief Draft brief and outline SoW for their approval Joint site visit if appropriate E.g. Margery Park Road.

Question 31

How have you compiled an appointment document?

Answer 31

After agreeing scope of service, and fees with the consultant, I would prepare the consultant appointment document. Word document outlining: scope of service commencement and term fees and payment PII termination confidentiality dispute resolution Issue to consultant for review, agreement and signing.

Question 32

How have you established a scope of service?

Answer 32

* Ensure all parties understand work to be done * Clearly outline deadlines, deliverables, payment, duties, resource allocation * Formalise and agree appointment document

Question 33

How have you established project stakeholders and their status within a project?

Answer 33

Identify during meetings, discussions with clients and establish status with a SH analysis matrix considering interest v influence.

Question 34

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

Answer 34

Idntify and assess SH's. Develop communication mgt or SH mgt strategy outlining directory, point of contact, decision makers, who needs to be informed, form of communication, frequency. Live document, can be reviewed and agree at client/prestart meetings.

Question 35

What happens to clients money if it gains interest in an account

Answer 35

It should be paid into a client account to enable payment from the client account of all money owed to the client

Question 36

Where do you get involved in decisions about your service delivery?

Answer 36

-Programme planning -Specifications -Lessons learned and performance improvement

Question 37

How have you helped a client make an informed decision?

Answer 37

Bringing forward/ or omitting planned work component: -Use stock condition data -Survey with appropriate photos -Enabling (drone survey, professional report) to support decision if required -Implement plan of action

Question 38

Once you and your client agreed the services to be provided verbally, what would you do next?

Answer 38

Follow up with a letter which included T&C, fee and scope of services, in writing

Question 39

If the client gives you a lump sum fee before going on holiday, what would you do?

Answer 39

Place in a seperately identified client account, and agree a drawdown of monies against service (in writing)

Question 40

If a client was prepared to pay you in advance for services you were providing, how would you ensure that this was dealt with?

Answer 40

Set up a seperate clinet account that is properly named and clearly identifiable. Agree terms of withdrawal in writing