Client Care

Question 1

Give an example of when you have provided excellent client care?

Answer 1

Client was concerned about loss of NIA mid stage. I remeasured the building and provided a reconciliation table and mark ups to demonstrate loss of area.

The client was inexperienced, so I met with them to discuss why losses of area had occurred and called a meeting with the architect to prompt design changes to gain back NIA.

Question 2

On what grounds can you request additional fee from a client?

Answer 2

• Events such as dealing with contractor insolvency
• Delays to programme due to contractor default
• Increased scope of service

Question 3

What is a consultant appointment document?

Answer 3

Terms and conditions of service being provided by a consultant to a client

Question 4

How would you respond if a client asked you to match another consultants lower fee?

Answer 4

State that your fee is calculated on the necessary resource and that if they required reduced scope of service you would be happy to revisit your fee.

Question 5

How are professional fees calculated?

Answer 5

• Hourly rate for resource needed
• Pre contract generally greater than post contract
• Can reconcile as a % of project cost, usually 1-2%
• Fees can be greater % on smaller projects

Question 6

Fee proposal inclusions/exclusions?

Answer 6

Includes:
- Scope of service
- Terms of appointment
- Basis of pricing
- CVs
- Timescales
- Insurances
- Assumptions/exclusions

Excludes:
- VAT
- Dis imbursements
- Dealing with claims
- Services not required

Question 7

What information would you expect in a client brief?

Answer 7

• Services required
• Project details
• Drivers (time, cost, quality)
• Duration of appointment/key dates
• Strategic approach

Question 8

How to manage client expectations?

Answer 8

• Agree strategy and timelines
• Honest, open and listen
• Communicate regularly and directly
• Offer advice only within scope of service

Question 9

What are KPIs?

Answer 9

Key Performance Indicators

e.g. H&S scores, no of defects

Question 10

How would you obtain client feedback?

Answer 10

Client satisfaction surveys at key stages of a project

Question 11

What are soft landings?

Answer 11

A strategy to ensure transition from construction to occupation is bump free and operational performance is maximised

Question 12

What is a project stakeholder?

Answer 12

Anybody with an interest in the project

Question 13

Why is client care important?

Answer 13

• Retain clients/repeat business
• Reduce likelihood of conflict
• Maintain strong reputation to attract new clients

Question 14

What is client care?

Answer 14

• Identifying all client types and behaviours appropriate to establishing good relationships
• Identifying client objectives to deliver a high standard of service`

Question 15

How to ensure successful KPI process PAARR?

Answer 15

Plan - establish what needs to be improved

Analyse - gather benchmarked data to set KPIs

Action - implement KPIs and improvement plans

Review - review and monitor performance against targets

Repeat

Question 16

Why would you use a KPI?

Answer 16

It is an easily quantifiable measure of success. Allows for continuous improvement to ensure clients requirements are met.

Question 17

What is your CHP?

Answer 17

• Refer complaint to senior member of staff
• Recorded in complaints log
• Acknowledged in 7 days
• Resolved in 28
• Stage 2 reqd if complainant not satisfied with outcome
• Stage 2 is referral to independent 3rd party redress scheme

Question 18

What would you do if a complaint was made about you?

Answer 18

As per CHP refer to senior member of staff for it to be processed as per CHP.

Continue to act professionally and take responsibility for my actions which lead to the complaint.

Question 19

How would you explain the role of a QS to the client?

Answer 19

To ensure they achieve value.

Not to save money, but to ensure value is achieved ethically.

Question 20

Duty of care vs client care?

Answer 20

Client care is about the importance of a client and their objectives.

Duty of care is a moral/legal obligation owed. Must always advise in client’s best interest even if not aligned with their views.

Question 21

RICS CHP?

Answer 21

• Clear, transparent and free of charge
• Nominated investigating persons name and details must be stated
• PI insurer must be notified
• Must be dealt with in 28 days
• 2nd stage (redress) if needed

Question 22

How to maintain and promote good client relationships?

Answer 22

• Tailoring work to needs
• Ensuring objectives are achieved

Question 23

Will a client pay for redress?

Answer 23

No consumers in the UK have the right to free redress

Question 24

What is the RICS scheme which protects client money?

Answer 24

The CMP scheme, is provides protection as a last resort in instances where an RICS regulated firm is unable to repay a client’s money, up to the limits and exceptions set out in the scheme rules. It is split into two parts, but the part relevant to surveying is: General client money protection – this covered money held by firms undertaking any surveying activities (Client money protection for surveying services).