Client Care

Question 1

What is CPC’s complaints handling procedure?

Question 2

How do my clients give feedback on our service?

Answer 2

• Bi-Annual performance reviews on individuals
• Client reviews every 3 months, carried out at Partner level.

Question 3

Do you feel like your clients get enough opportunities to give feedback on performance?

Answer 3

Yes, we carry out bi-annual client reviews which involve our clients returning scores and feedback on a number of categories for the individuals on their scheme.
In addition, we carry out project reviews every other month which details key risks and requests any client feedback.

For one client Guinness, the business is also scored on KPI’s which are required to keep above a certain score in order to stay on the consultant framework. The KPI’s are related to Partner presence, delivery of work on time etc.

Question 4

How would you deal with a complaint from a client?

Question 5

Do you feel like your clients are in regular enough dialogue to your work?

Answer 5

I have close and consistent dialogue with my clients. My clients are always invited to my commercial meetings and they are always in the loop on other meetings. I always run documents submitted past the client for discussion, this includes the following documents;
- Cost Reports
- Payment Notices on Contractor apps
- Any Prov Sum procurement
- Any negotiations

Question 6

Explain what it means to be professional in your role?

Answer 6

• Act with Honesty and Integrity
• Being transparent and reliable.
• Keeping up to date with my professional competence.
• Making trustworthy decisions, which aren’t influenced by any party.
• Acting impartial.

Question 7

How would you ensure actions are up to date effectively on a scheme?

Answer 7

• Frequent enough meetings on the topic.
• Clear minute taking and publishing
• Always following up with an email with actions which were or have been verbally agreed.

On Escapade Silverstone I chair a weekly commercial meeting to discuss all commercial matters, this includes Prov Sums, Instructions, Application etc. This is always followed by an Actions Tracker and Minutes to ensure no actions are missed and everything is auditable.

Question 8

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

Answer 8

• I would ensure that a Client account is set up, in line with the rules of Conduct for firms: Handling Client Money - similar to an Escrow
• I would issue a statement of the account once it has been set up.
• I will agree with the Client how the monies will be drawn down.
• I would issue a revised statement every time I draw down money.
• Once the works are complete, I would provide the Client with a reconciliation of the account, identifying when the monies were drawn down etc.

Question 9

How would you choose a PI provider?

Answer 9

RICS publishes a list of approved providers

Question 10

What is Contractors all Risk insurance?

Answer 10

• It typically covers the cost of physical loss or damage to building works. i.e. it covers Contractor for striking existing underground services.

Question 11

How do you refer a Client to your Complaint Handling Procedure?

Answer 11

• It should be included within the Terms & Conditions of the contract to the Client.

Question 12

What is an Ombudsman?

Answer 12

• An official who is appointed to investigate individual’s complaints against a company or organisation.

Question 13

What will the RICS investigate?

Answer 13

• They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the Global Professional Ethical Standards and the Rules of Conduct.

Question 14

As per what RICS might investigate, what might the shortfalls be?

Answer 14

• Failure to utilise a Complaints Handling Procedure.
• Failure to disclose a Conflict of Interest
• Misuse of Clients Money.
• Failure to answer correspondence.

Question 15

Can you give me an example of a Conflict of Interest and how you would deal with it?

Answer 15

• An example of a conflict of interest would be providing a service for both the Client and the Contractor on the same job.
  I would make both Clients aware that I was providing a service to both of them. However I would also consider my position, as even if both Clients agree for me to proceed, they might not fully understand the extent of the situation. Therefore I would likely politely decline to provide a service to both parties.

Question 16

If you were to include Key Performance Indicators within the Clients brief, what might these be?

Answer 16

• Construction Cost V Budget
• Construction time
• Number of defects
• Number of variations
• Number of Accidents
• Satisfaction of the End user.

Question 17

Why would you use a KPI?

Answer 17

• To provide a quantifiable measurement to assist parties in the construction.
• To ensure that the Clients requirements are met, and if not why.

Question 18

How do you establish your Clients Objectives?

Answer 18

• Client Questionnaires.
• Key Performance Indicators.
• Pre-start meetings.
• Brenchmarking.
• Good, clear communication.

Question 19

Who are the Clients you have identified within your working career?

Answer 19

• External Clients.
• Internal Clients.
• Public.

Question 20

What is Client Care?

Answer 20

The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.

Question 21

What does good client care require?

Answer 21

• A clear understanding of the client’s objectives and aims.
• A professional approach.
• Clear, concise communication.
• A quality assurance policy.
• Complaints handling procedure.
• Professional Indemnity Insurance.