Client Care

Question 1

What other client requirements do you take into constant consideration?

Answer 1

• Quality, everything need to be done at correct specification, make sure defect notifications are raised

Question 2

What are the client requirements?

Answer 2

• It is a document that sets out what the client is trying to achieve by detailing desired project outcomes.

Question 3

How do you measure CPI? What was it in your last forecasting and reporting?

Answer 3

• Cost Performance Indicators
• It measures cost efficiency and financial effectiveness by comparing the total earned value vs how much was the actual cost.
• If for example, the value is above 1 that means that the project is performing well budget-wise.
• 1.13

Question 4

How do you measure SPI? What was if in your last forecasting and reporting

Answer 4

• Schedule performance index
• how close the project is to being completed compared to the schedule.
• Earned value / Planned Value
• Higher than 1 is indication that progressing well
• Less than 1 is behind schedule
• Project one was 0.9

Question 5

What other client KPIs were there?

Answer 5

• Estimated Final Cost Variance (compares the EFC of previous period with the EFC of the current and see if there have been any increases)
• H&S scores
• Environmental scoring
• Number of defects

Question 6

What do you mean by ‘over and above’?

Answer 6

• It was not a contractual requirement; it was purely provided to assist the client in its objectives.

Question 7

What do you understand by client care?

Answer 7

• It is a continues process of understanding clients’ requirements, suggestions, complaints an analyzing them to provide an enhanced service. For example, you need to look after
• Looking after clients’ best interests
• Lesson learned workshop
• Setting up a complain handling procedure

Question 8

Why is client care important?

Answer 8

• Provide a better service
• Reduce conflicts
• Maintain strong reputation
• To retain clients and secure business

Question 9

How do you build trust with the client?

Answer 9

• Well mannered
• Act within your scope of confidence
• Learn about client objectives
• Deliver on your promises.
• Being open and honest

Question 10

How do you manage clients’ expectations?

Answer 10

• Being honest and transparent
• Agreeing on a timeline goals and timelines
• Regular communication – addressing problems directly

Question 11

What is a complaint?

Answer 11

• An expression of dissatisfaction. Generally, happens if expectations are not met

Question 12

Has RICS published any info on clients handling money?

Answer 12

• Client money handling – professional statement -effective Jan 2020
• Objective it to ensure that the client money is kept safe,
• Clients accounts are used for appropriate purposes only.

Question 13

What might be excluded from a consultant fee proposal?

Answer 13

• VAT
• Dealing with claims
• Disbursements
• Services which are not required

Question 14

What might be included in a consultant fee proposal?

Answer 14

• Scope of services
• Basis of pricing
• Timescales
• Insurances
• Exclusions
• Assumptions
• Team qualifications

Question 15

How would you look after the client bank account?

Answer 15

• Three-way reconciliation. Compare bank statement , with cashbook and ledgers
• Record keeping. Records needs to be signed off by senior members
• Bank account and cashbook should never show a negative position
• Only suitable senior people sign off
• If there is changes to a payee , you need to double check through robust verification measures that they are correct
• Reconciling items should not be greater than 3 months old except for cheques for 6 month checks
• Regular conciliations

Question 16

What tools do you use for Client care?

Answer 16

• Regular meetings
• Early warnings,
• Commercial meetings
• Feedback sessions
• Taking consideration the clients requirements

Question 17

What is a client brief?

Answer 17

• Details the desired outcome of the client
• Mission objectives
• Priorities

Question 18

What is client empathy?

Answer 18

• Understanding your customers on a deeper level such as understanding their motivations, emotions and frustration costumers

Question 19

What is clients’ money?

Answer 19

• Money of any currency (cash, cheque, draft or electronic transfer)
o RICS firm holds or receives on behalf of another person, including money held by a regulated firm as a stakeholder
o Is not immediately due and payable on demand to the RICS-regulated firm for its own account.