Client Care

Question 1

What would you do if a Client complains?

Answer 1

• Following my organisations Client Complaint procedure, I would report the complaint to the Partner in charge of the project.

Question 2

How did you establish your Clients objectives on Duke Street and ensure the scope of services were adequate and suitable ? S.M.A.R.T

Answer 2

• Specific: The goal should be well-defined and specific, leaving no place for misinterpretation.
• Measurable: The goal should be trackable and have the ability to be measured within reporting.
• Achievable: The goal should be attainable according to the client’s current performance. Unrealistic goals can lead to disappointment and frustration.
• Relevant: The goal should work within their current strategy and have relevancy with marketing efforts that are currently being carried out.
• Time-bound: The goal should have a clear start and end date, making it easier to track progress and performance.

Question 3

How would you manage a Conflict of interest?

Answer 3

Partners review new commissions at weekly short term resource meetings

• Any perceived conflicts are managed by the Office Managing Partner
• If deemed appropriate, contact Client

Question 4

How would you accept a new commission, if approached by a Client?

Answer 4

• New commissions are reviewed by the Partner
• Partner will allocate the job
• Check the practice has the skills and resources to meeting the Clients requirements
• Partner to confirm in writing to the Client
• Scope of services and Fee etc.

Question 5

What are your organisations Client Care Requirements?

Answer 5

• Be proactive in agreeing brief
• Provide documents to high standards
• Be flexible to changing requirements
• Staff to be accessible
• Provide services which Client can reply on

Question 6

How do you assess Clients are happy with your services?

Answer 6

• We provide twice yearly Client Care interviews
• QA Policy - Ridge are required to show continual improvement
• Opportunities to discuss with the Client
• QA team will process info and provide partners with a report & remedial actions

Question 7

What does good client care require?

Answer 7

• Clear understanding of the Client requirements and aims
• A professional approach
• Provide a complaint handling procedure
• PI insurance in place.

Question 8

What is client care?

Answer 8

• Looking after the clients best interests and providing a high quality service, which is good value for money.

Question 9

How would you deal with a conflict of interest?

Answer 9

• Any perceived conflict is managed by the OMP

- if deemed appropriate, contact the client.

Question 10

How would you accept any new commissions?

Answer 10

• New commissions are reviewed by the partner
• partner will check resource is available
• Partner to allocate Job Nr.
• Partner to confirm in writing to the client
• Scope of services and fee proposal

Question 11

What are your organisations client care requirements?

Answer 11

• Be proactive in agreeing brief
• Provide documents to high standards
• be flexible with changing requirements
• Provide services clients can reply on

Question 12

How do you assess clients are happy with your services?

Answer 12

• We provide twice yearly client care interviews
• Part of the Ridge QA policy is to show continual improvement
• Opportunities to discuss with the client
• QA team at Ridge provide feedback to the OMP, who will action accordingly.

Question 13

What is good client care?

Answer 13

• Clear understanding of clients aims and objectives
• Professional approach
• Competent services
• Complaints handling procedure

Question 14

What is your understanding of a feasibility study?

Answer 14

• Establishes if a project is viable
• identifies feasibility options
• Analysis of budgets/planning

Question 15

How do you establish the clients brief?

Answer 15

• Discuss possible requirements
• Discuss clients requirements
• Discuss aims and objectives

Question 16

What is a PCSA and why would you use one?

Answer 16

• Pre-Contract Services Agreement
• It allows the client to procure early design information, without being tied into a full contract
• Integrates project team
• defines services required of the contractor during the pre contract phase
• lists out deliverables

Question 17

What is a letter of intent ? and Why would you use one?

Answer 17

• It expresses an intention to enter into a contract.
• Allows the client to procure pre contract services up to a set amount.
• Used to limit expenditure and clients liability

Question 18

What is your understanding of handling clients money?

Answer 18

• Rule 8 of the RICS ‘Client money handling’ guidance notes
• Separate bank account
• client must always have access
• any interest rates must be agreed beforehand.
• competent staff to handle money transfers
• must never go overdrawn

Question 19

How would identify if a client is financially unstable?

Answer 19

• Credit checks
• discuss with internal accounts team for history on accounts
• Companies house
• references

Question 20

How would you deal with a client asking for reduced fees?

Answer 20

• I would offer a reduced scope of services to help reduce fees
• client would have to pay the required price for the services provided

Question 21

What is included within a fee proposal/fee bid?

Answer 21

• executive summary
• scope of services
• fee proposal
• clients needs
• project issues

Question 22

Give me an example where you have demonstrated client care?

Answer 22

• On the Duke Street project, I provided my client with a scope of services at tender stage and provided a fee proposal for the QS and EA disciplines requested.
• During that time, I made sure I issued my reports and held my meetings on time to the clients requirements.