Client Care

Question 1

What is a stakeholder?

Answer 1

Anyone affected by or can affect what you are trying to achieve

Question 2

What is another term for a stakeholder?

Answer 2

The people that count

Question 3

What is stakeholder engagement?

Answer 3

Things we might do with a stakeholder: consult, listen,, understand, communicate, influence, neogtiate

Question 4

Why is stakeholder engagement important?

Answer 4

It is vital to develop an understanding of stakeholders evolving objectives, interests, constraints, and expectations. It is essential for making good decisions on strategy, scope, and risk management.

Question 5

What is the principle agent theory?

Answer 5

The difficulty in motivating one party (the agent) to act in the best interests of the other party (the principal) rather than their own

Question 6

What is Edward Freeman’s theory on stakeholder management?

Answer 6

That understanding stakeholders is “the principle of who or what really counts”

Question 7

What are the different types of stakeholders?

Answer 7

1. Internal or external
2. Positive or negative
3. Individuals or groups

Question 8

What is a definition of a stakeholder by the APM & Project Management Institute (PMI)?

Answer 8

1. Stakeholders must have a relationship with the organisation’s objectives
2. Stakeholders “stake” or “vested interest” is affected by the outcome of the intended objectives, whether directly or indirectly

Question 9

What is the RICS Guidance Note on Stakeholder Engagement for?

Answer 9

It covers:
1. the value of stakeholder management
2. the practice of stakeholder engagement
3. the level of understanding of stakeholders
4. the need for training and development

Question 10

What are the key principles of stakeholder enagement?

Answer 10

1. there is no single answer or approach
2. the influence of one cannot be considered without impacting the other
3. stakeholder engagement is complex given the potential uncertainty and ambiguity of how each stakeholder views and reacts to a project

Question 11

What are examples of how stakeholder engagement is applied?

Answer 11

1. Communicate
2. Consult early and often
3. Remember they are only human
4. Plan it
5. Relationships are key
6. Simple, but not easy
7. Just part of managing risk
8. Compromise
9. Understand what success is
10. Take responsibility

Question 12

What is required for stakeholder management?

Answer 12

1. Juggling a mix of technical, financial and human challenges
2. influencing others and balancing conflict
3. effective coomunication
4. applying intuition, emotional intelligence and empathy
5. dealing with ambiguity, uncertainty, risk and unknowns
   working over long timescales with evolving objectives

Question 13

Why is a client brief important?

Answer 13

1. it leads to better, more effective and measurable work
2. it saves time and money (getting things right first time saves money)
3. it makes remuneration fairer

Question 14

Why is a written client brief good?

Answer 14

It forces a client to consider their request and focus on what they are expecting. It also formally clarifies their objectives

Question 15

What is the definition of a complaint?

Answer 15

The definition of a complaint is any expression of dissatisfaction.

Question 16

Why do complaints need to be well managed?

Answer 16

Complaints can give a firm an opportunity to identify and rectify specific problems with its service and develop its relationship with customers by demonstrating that their concerns are treated seriously.

Question 17

What do the RICS Rules of conduct say about complaints?

Answer 17

Firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log.

Question 18

How do Terms of Engagement reduce complaints?

Answer 18

They provide client expectations on scope, quality, timeliness or understanding of the advice being provided. Terms of Engagement help to define the circumstance and context in which complaints may be made or managed.

Question 19

What do RICS say about direct dialogue with a client?

Answer 19

It is generally best practice for the surveyor to have direct dialogue with the client. In the case of RICS branded survey products, this is clearly specified in professional statements, e.g. RICS Home Surveys.
‘1.6 Client’s understanding of the contract.

The surveyor has a duty to check, before the contract is signed and, where possible, through communication (for example, telephone conversation or email), that the client:
(a) is making the appropriate choice of survey; and
(b) has a clear understanding of the key elements of the service.’

Question 20

Why is it important to understand a client’s complaint early on?

Answer 20

A misunderstanding at such an early stage may cause additional avoidable frustration for all parties.

Question 21

What is an effective CHP (complaints handling procedure)?

Answer 21

An effective CHP should:
* be fit for purpose – it should reflect the size and structure of the business
* made available to all staff – a CHP is intended to provide clarity and consistency to staff and clients
* be understood by all staff – keep records of staff training
* readily be shared with complainants or potential complainants – supplying them with a copy
should be routine
* be regularly reviewed at a senior level – record evidence of review, to include reviewer details and review date
* be agreed with PII brokers/provider(s) – the CHP should reflect processes that do not compromise PII cover and
* provide details of access to independent redress if the firm cannot resolve the complaint.

Question 22

Why is PII important regarding complaints?

Answer 22

5.1 The receipt, management and resolution of complaints must be undertaken in accordance with the specific terms of the current PII policy. Failure to do this may compromise the cover provided by the policy and leave the firm, its employees and clients without the protection intended.

5.2 The terms of PII policies vary between providers and are specific to each period of cover. It is important that at renewal firms understand the details of the proposed new policy and particularly, with the help of their brokers, understand any changes to the requirements for the reporting of complaints and anticipated complaints. Requirements for the notification of a potential liability must be strictly followed, to provide the greatest protection to all stakeholders.

5.3 A firm is normally obliged, under the terms of their PII policy, to advise their insurer about any situation that may give rise to a claim. Providing a client with a copy of a firm’s CHP following receipt of a complaint or query should remind the firm to inform its insurer as soon as possible, to ensure compliance with the terms of its PII policy.

5.4 PII brokers can play a crucial part in ensuring that complaints are managed in accordance with the firm’s current PII policy. Brokers are agents of the firm and should be used as such. If in doubt about any aspect of the PII policy and how its terms may be fulfilled, the broker can assist if kept in the picture.

Question 23

What are methods of good complaint handling?

Answer 23

There are four main routes via which complaints may be received – by mail, by email/ internet, by telephone or in person – so the firm should have the ability to manage all of these efficiently.
* Ensure that all staff members have access to, and an understanding of, the firm’s CHP.
* Carefully record all complaints or potential complaints at the earliest opportunity and
ensure that they are appropriately allocated
* Establish and adhere to a review process to ensure effective management of the issue from receipt to resolution.
* Correspondence from a client may not initially be a complaint, but any query or question has the potential to become one. A prompt and considered review of client correspondence is important. Incorrect initial responses can turn a question into a complaint.
* Where the complainant is a consumer, the firm has to signpost to an approved ADR provider. The Ombudsman can accept a complaint eight weeks after the complaint is made to you.

Question 24

What are good complaint initial actions and responses?

Answer 24

• If initial contact is by phone or in person, listen carefully to what the customer has to say, and let them finish.
• When contact is made by letter or email, read the content carefully to ensure a true understanding of the issues and to establish any areas of uncertainty, where clarification may be required.
• Following a telephone call or face to face conversation, record the details of the complaint promptly and accurately.
• Be careful to whom you give information out. Complaints are covered under data protection regulations in the same way as any other data that you hold. Complete your usual identity checks.
• Do not get defensive. The customer is not attacking you personally but has a problem that needs attention and resolution.
• At an early stage apologise for the client’s need to complain; this is not to admit fault or liability, and you should be careful not to make any such admissions, but merely to establish a degree of empathy.
• Take ownership; give confidence that the matter will be taken seriously.
• Seek to establish the context of the complaint, e.g. has a transaction proceeded to the point where a loss has been sustained or can assistance still be provided to meet the desired outcome and/or avoid a loss occurring?
• Clearly set out the next steps and provide clear timeframes within which they will occur.
• Establish one point of reference for the complainant to communicate with; this provides confidence and reduces the risk of future confusion.
• In accordance with the CHP, acknowledge receipt of the complaint promptly. Supply the complainant with a copy of the firm’s CHP and a nominated contact.
• Evaluate whether the issue is one that should be notified to insurers under the terms of the firm’s PII; if in doubt, seek your broker’s advice.
• Evaluate the complaint in accordance with the CHP. Failure to do this could have serious consequences. Ensure that required actions have been diarised and recorded.

Question 25

What are RICS requirements regarding escalation of a complaint?

Answer 25

All firms should have a form of alternative redress provider available to the client if a suitable provider is available. In the UK, redress for consumers should be free. e.g. The Property Ombudsman

Question 26

What is the RICS Standard Form of Consultant’s Appointment?

Answer 26

The RICS Standard Form of Consultant’s Appointment is suitable for use on construction-related projects of any size or value and carefully explains the contract between a client and consultant

Question 27

What is a Scope of Work in construction?

Answer 27

In construction, the term ‘scope of work’ (sometimes described as a ‘scope of works’, ‘statement of work’ or 'terms of engagement') is a very general, and sometimes ambiguous term referring to a general description of the work that is expected to be performed under a particular contract. It may be prepared by the client or their consultants and included in tender documentation for construction works.

Question 28

What is a fee proposal?

Answer 28

A fee proposal is a proposal prepared by a consultant for a prospective client describing the services that the consultant proposes to undertake and the fee that will be charged. This may be in the form of a letter, or may be a more detailed document accompanied by a cover letter.

Question 29

What are Terms of Engagement?

Answer 29

A written document that sets outs the terms of what is being carried out

Question 30

What is a Pre-qualification questionnaire PQQ for construction contracts

Answer 30

A pre-qualification questionnaire (PQQ, sometimes referred to as a supplier assessment questionnaire) sets out a series of questions for potential tenderers to answer regarding their level of experience, capacity and financial standing. The answers to these questions enable the client to produce a short list of suppliers that are likely to be most appropriate for their project.

Question 31

What is an Invitation to tender for construction contracts?

Answer 31

An invitation to tender (ITT - or sometimes 'invitation to treat') is a formal invitation to make an offer for the supply of goods or services.

Question 32

What is a communications strategy?

Answer 32

A written plan of action designed to achieve a goal or vision

Question 33

What are KPIs and when are they used?

Answer 33

Key performance indicators (KPIs) can be used to: Monitor costs. Track progress. Assess client satisfaction. Identify strengths and weaknesses. Compare performance across and between projects. Assess specific areas of a project such as sustainability, safety, waste management, etc.

Question 34

What are site investigations?

Answer 34

Before construction work commences on site, it is often necessary to undertake a thorough site investigation. Approved document C, Site preparation and resistance to contaminants and moisture, suggests that the extent and level of site investigation should be tailored to the type of development and the previous use of land. A thorough site investigation can remove uncertainties that could have a serious impact on budgeting and risk.

Question 35

What is a Programme for building design and construction

Answer 35

Programmes describe the sequence in which tasks must be carried out so that a project (or part of a project) can be completed on time.

Question 36

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

Answer 36

Architects, designers, clients, contractors, suppliers

Question 37

Why is it important to you to set objectives?

Answer 37

Objective setting is an important aspect of performance management and ensuring personnel are contributing as required to the strategic goals of the organisation. Objectives should help to motivate and engage employees by providing clarity of what they need to achieve in their role and by when.

Question 38

Tell me about your duty of care towards your clients.

Answer 38

My duty of care includes a full understanding of their requirements, including any specific concerns, and advising them of timescales and what is included in the service. Thereafter, providing them with a report that meets their objectives and gives them the information required, when they need it. Ensuring that I only advise within my competency

Question 39

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

Answer 39

This is covered with the order Terms & Conditions

Question 40

How do you set fees?

Answer 40

Fees are based on the location, client's requirements, scope of work, and accommodation type

Question 41

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

Answer 41

Employers liability, PII, public liability insurance

Question 42

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

Answer 42

Safety, quality, client satisfaction

Question 43

Explain what BS EN ISO 9004 relates to.

Answer 43

ISO 9004:2018 gives guidelines for enhancing an organization's ability to achieve sustained success. This guidance is consistent with the quality management principles given in ISO 9000:2015.

Question 44

What is the definition of a Key Performance Indicator (KPI)?

Answer 44

KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective

Question 45

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

Answer 45

Meetings, report writing, email, verbal with written confirmation

Question 46

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

Answer 46

A client had chosen a specific wall finish for their reception area but the product was not available in the timescales to suit the project completion date. After listening to their requirements, I instructed the supplier to find a similar alternative, and several samples were provided. The client chose one of the alternatives and we were able to provide a cost-saving as well. The client achieved their objectives, saving on cost, and there was no delay to the project.

Question 47

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

Answer 47

Whilst managing a project for the refurbishment of student accommodation during the summer break, the client approached us at short notice with a request to complete a number of rooms early. There was no requirement to do this under the contract but by engaging with subcontractors and scheduling the programme we were able to accommodate this request and delivered the rooms as requested.

Question 48

How have you dealt with an unrealistic client deadline?

Answer 48

I was approached by a client to handover a section of a commercial project early. This was not achievable due to material supply and availability of labour. I explained this to the client and engaged with them to understand what the objective was and it materialised that only one area was required for their incoming tenant to commence their own fit-out early. I was able to agree that the tenant's contractors could attend the site to commence their works at the same time as other works were ongoing.

Question 49

How have you dealt with an unrealistic client deadline?

Answer 49

In this situation, I find it best to understand what the client is trying to achieve and why, then some proposals can be put forward so that they can consider different options. It is important to explain why something cannot be achieved so that the client understands the issues.

Question 50

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

Answer 50

I find it best to explain things in a less formal and clear manner so that they can understand what is being discussed

Question 51

How have you established client's objectives?

Answer 51

In my current role, when a potential client makes contact to ask for a quote, I engage with them to understand what they want from the service and when

Question 52

How have you confirmed a client brief?

Answer 52

Following any verbal discussion, I will record back the conversation and any agreements via email to provide clarity and certainty

Question 53

How have you established a scope of services?

Answer 53

This is covered within the T&Cs. Any additional items are confirmed via email where applicable.

Question 54

How have you established fees for professional services

Answer 54

Based on the experience of what is considered the going rate and reflective of the accommodation and its location. In some cases, I have a set fee per hour. I base it on my time and overheads.

Question 55

How have you established project stakeholders and their status?

Answer 55

A project directory will list the main stakeholders

Question 56

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

Answer 56

Via frequent meetings, phone calls, progress reports

Question 57

How have you measured KPIs?

Answer 57

By establishing goals and success factors

Question 58

What is client care?

Answer 58

The principle of looking after the clients best interests and providing an appropriate level of service that satisfies their needs

Question 59

How is client care provided?

Answer 59

* Professionalism * Competence * Punctuality * Trust and reliability * Regular communication * KPIs to monitor satisfaction * Feedback from client

Question 60

Why is client care important for surveying firms?

Answer 60

* To obtain repeat business * Promotes recommendations for new business * Reduces the risk of negligency claims

Question 61

What is CPF (Client performance feedback)

Answer 61

* Gathering feedback during and after project completion * carried out by an independent person * identifies areas for improvement

Question 62

How do you identify needs of a client?

Answer 62

* By having regular discussions to understand their requirements * review of CPF information * review of complaints

Question 63

Give examples of how are you have provided client care?

Answer 63

1. By prioritising the client's needs and ensuring they feel that their project is being fully serviced 2. By organisation and communication I meet the clients objectives and work to a high standard

Question 64

When should you decline an instruction of new work?

Answer 64

1. Conflict of interest 2. If its not in the clients best interests 3. The project cannot be fully resourced 4. Outside of my skillset 5. Unlawful work

Question 65

How can you limit risk of a financially unstable commercial client?

Answer 65

By carrying out credit checks

Question 66

If a client asked to lower fees due to funding what would you say?

Answer 66

The fee would remain unless the scope of works was reduced

Question 67

How do you obtain client feedback?

Answer 67

Via post-survey questionnaires and reviews

Question 68

What are your CHPs?

Answer 68

1. Address the complaint in accordance with the CHP previously provided to the client via the survey (acknowledge in 3 working days then respond in full and in writing within 15 working days) 2. Refer to independent redress if not resolved (TPO)