Client Care

Question 1

Can you explain what client care is?

Answer 1

Client care is having a detailed understanding of the clients requirements and providing them the duty of care they are owed

Question 2

When should you decline an instruction of new work to a client?

Answer 2

If there is a conflict of interest, if you do not have the technical competence to undertake the work, if you don’t have the capacity to undertake the work

Question 3

How do you keep clients informed of change on your projects

Answer 3

As I work on an NEC Option C project I must always keep the client informed on any cost increases. I therefore run through any changes on a monthly basis when submitting the application for payment

Question 4

What should you do before accepting work from a client?

Answer 4

• Anti-money laundering checks: a surveyor must undertake checks on clients, which include requesting individuals’ ID and proof of address or confirmation of a business’s details with Companies House.
• Establishing the Client brief: The brief should be recorded in writing and used to inform the agreed terms of engagement
• Conflict of interest: surveyors must also check they have no conflicts of interest before accepting client instructions.
• Agree Fees: the fee base should be recorded in clear terms of engagement

Question 5

How would you establish a clients brief?

Answer 5

• Identify all project stakeholders
• Establish communication channels as early as possible
• Understand the wider objectives of their business

Question 6

What is a client brief?

Answer 6

• A Client brief is a the scope provided or discussed with a potential client

Question 7

What are KPI’s?

Answer 7

They are a measurement tool used to review how the team are performing on a project.

Question 8

Why is Client care important?

Answer 8

• It promotes trust and respect within the industry
• It can lead to repeat business from clients and builds good relationships
• Poor client care can lead to complaints and claims

Question 9

What are the key principles of Client care?

Answer 9

• Identifying different client types and the behaviours appropriate for establishing good relationships
• Identifying key drivers for projects
• Good communication

Question 10

What procedures can you put in place to ensure good client care?

Answer 10

• Communicating effectively to keep the client informed
• Establishing what can be done to exceed expectations
• Set up performance review meetings