Client Care

Question 1

What is client care?

Answer 1

• Understanding a client’s needs and requirements
• Complaint handling procedures
• Quality assurance procedures
• Key performance indicators
• Client satisfaction surveys
• Client brief
• Lessons learnt

Question 2

Why is client care important?

Answer 2

• Retain existing clients
• Reduce likelihood of conflict
• Maintain reputation

Question 3

Detail some Quality Management Systems (QMS) you have implemented on your projects?

Answer 3

• Project Execution Plan (PEP)
• Quality Plan
• Derogation schedules
• Joint actions lists
• Standardised contract administration forms
• Defect checklists
• Reporting templates
• Schedules and trackers

Question 4

What is a Lessons Learnt workshop?

Answer 4

• Review a recent failing or success on a project
• Put in place a procedure to prevent failing happening again
• Review success and share with others

Question 5

What is the purpose of the Customer Care Interview?

Answer 5

• Get a measure of client satisfaction
• Understand what has worked well / not so well
• Agree KPIs
• Agree actions to improve service
• Build / maintain trust
• Strengthen relationship

Question 6

How does your company obtain client feedback?

Answer 6

Client satisfaction surveys are issued at key project stages

Question 7

How do you manage clients’ expectations?

Answer 7

• Agree strategy, goals, timelines
• Being open and honest
• Offering good advice and direction within scope of service / competency
• Effective communication
• Use tried and tested methodology

Question 8

How do you act on client feedback?

Answer 8

• Record feedback formally
• Review positives / negatives with the client
• Negative could be through complaints handling procedure
• Use lessons learnt process
• Review again in appropriate period of time (e.g. 6 months)

Question 9

What are KPIs and can you give some examples?

Answer 9

Metrics that can be used to measure performance of consultants, contractors or supply-chain
Can benchmark business / project performance
E.g. Completion on time, number of defects, H&S incidents, environmental scoring, etc.

Question 10

What information is typically included in a client’s brief?

Answer 10

• Services required
• Insurances required
• Terms of appointment
• Duration of appointment
• Client procedures and policies
• Key success criteria

Question 11

What might be included in a consultant fee proposal?

Answer 11

• Scope of service
• Terms of appointment
• Basis of pricing
• Project team CVs
• Project details
• Timescales
• Insurances
• Exclusions
• Assumptions (e.g. programme)

Question 12

If you realise you have underestimated a fee proposal, what should you do?

Answer 12

Assess whether requirements (time or quality) have increased

If scope has remained the same, it is a mistake and the level of service should be maintained

Question 13

What are the pros/cons of managing an internal team as opposed to an external team?

Answer 13

Pros:

• Ability to influence the make-up of the internal team based on previous experience, and knowledge of the client / client processes
• More visibility of internal team (workload, performance, issues)
• Greater ability to informally manage internal team performance
• Assurance of the internal QMS
• Internal team generally requires less co-ordination
• Can use internal communication channels

Cons:

• Less ability to manage contractually
• Sometimes internal clients are lower priority
• Ethical dilemma if you know your colleagues do not have capacity

Question 14

What is a consultant appointment document?

Answer 14

• Terms and conditions for services being provided by a consultant to a client
• RICS provide a standard form of consultant appointment

Question 15

On what grounds might you claim additional fees?

Answer 15

• Dealing with contractor insolvency
• Delay to programme by contractor
• Increased scope of service

Question 16

When should you decline an instruction for work from a new client?

Answer 16

• Potential conflict of interest
• Instruction could include illegal or unethical action
• Conflict with RICS rules or standards

Question 17

Describe your firm’s Quality Management System?

Answer 17

• Fully accredited BSI 9001
• Covers all multi-discipline services
• Customer Care interviews annually
• Equity Partner involved with every client
• Continuous checking procedures
• Technical peer review
• Document management system
• Training & personal development of staff
• Annual external BSI audit

Question 18

Provide an example when you have shown good client care?

Answer 18

The Oxford Trust – the client asked for a full multi-discipline feasibility study – I reviewed the requirements and advised that a mechanical focussed feasibility would meet the requirements and save the client time and money

Question 19

What are the objectives of the RICS Client Money Handling Professional Statement?

Answer 19

RICS members and RICS regulated firms must understand their obligations to ensure:

• Client money is kept safe
• Client money accounts are used for appropriate purposes only
• RICS-regulated firms have the appropriate controls and procedures to safeguard client money

Question 20

What are the requirements of RICS-regulated firms holding client money?

Answer 20

• Firm must have exclusive control of the client account
• Money shouldn’t mix
• Account contains the word ‘client’ and name of firm
• Money held is immediately available
• Money received should be promptly paid into the client account
• Client money used only for client’s matters

Question 21

How would you formulate a fee proposal? Would you include a resource schedule?

Answer 21

Understand client’s requirements - scope, budget, key details
Identify right resource mix for delivery
Assess the duration
Apply the daily rates against the activities
Review total fee as % of project budget (sense check)
Develop a scope of service in collaboration with the project team

Question 22

What is ISO 9001 accreditation?

Answer 22

• A quality management system
• Demonstrates ability to consistently provide products and services that meet customer and regulatory requirements
• Externally audited