Client Care

Question 1

What is Client Care?

Answer 1

The continuous process of meeting client requirements.

Question 2

What is a stakeholder?

Answer 2

Anyone who has an interest in a project.

Question 3

How do you personally build trust with a client?

Answer 3

• Delivering a good service meeting the scope of service
• Constant communication

Question 4

What are soft landings?

Answer 4

The process of transitioning from one stage to another.

Question 5

Can you provide some examples of your own quality management?

Answer 5

• QA checking documents before issue
• Following standard forms and templates
• Director audits and CDA

Question 6

What is the purpose of a lessons learnt workshop?

Answer 6

To review what has gone well and how that can continue going forward and also what didn’t go so well and how to improve on future projects.

Question 7

How do T&T gain client feedback?

Answer 7

Issue a client care survey bi-annually with the following questions;
- What we do well?
- What we could do better?
- If they would recommend us?
- Happy with personnel
- Score out of 10

Question 8

How would you act upon negative client feedback?

Answer 8

• Review
• Put in an action plan with dates
• Continue to monitor
• Act as necessary

Question 9

What are Key Performance Indicators (KPI’s)

Answer 9

• Used as a benchmark to target performance e.g. submit deliverables on time, costs, H&S, quality on site (snags - number and speed at closing out)

Question 10

What is a complaint?

Answer 10

A formal expression of dissatisfaction with something.

Question 11

What is your organisations Complaints Handling Procedure?

Answer 11

• Immediately on receipt of the complain, its nature is discussed by the Commission Manager and Director concerned and;
  
  • a precautionary notice is completed
  • a Corrective Action Record (CAR) identifying the problem, action to resolve the problem, and date by which the action is undertaken is completed and signed by both parties.
• Feedback is taken from the client to see if resolved.
• If not meeting between client and director to agree further action.
• If client not satisfied raised with regional MD.
• If still unsatisfied then raised with CEO
• Finally it can be referred to the ADR method included within the contract between T&T and the client.

Question 12

What is the RICS guidance on timescales for resolving a complaint?

Answer 12

• RICS states 28 days
• T&T policy is 7 days for initial response and 21 days for resolution.

Question 13

When do you make your Client aware of complaints handling procedure?

Answer 13

• Within the terms of appointment
• CHP itself issued on receipt of complaint

Question 14

What is meant by Clients’ money?

Answer 14

Money held or received by a company on behalf of a client.

Question 15

What would you expect to see in a Client’s brief?

Answer 15

• Services that are required
• Length of appointment
• Insurances required under appointment

Question 16

What would you expect to see in an appointment document?

Answer 16

• Project details
• Scope of service
• Timescales
• Insurances
• Exclusions
• Fee and draw down schedule
• Dispute clauses
• Determination clauses

Question 17

Under what circumstances would you request additional fees from a Client?

Answer 17

• If additional scope was required
• Prolongation

Question 18

What would you do if your Client asked you to reduce the fee included in a proposal?

Answer 18

• Unable to reduce as the fee provided has been provided for the service requested.

Question 19

How would you calculate a fee proposal?

Answer 19

• Consider scope of service
• Team required
• Based on time charge or fee %

Question 20

What factors must you consider to ensure you provide good client care?

Answer 20

• Assessing own strengths and weaknesses.
• Understanding clients objectives and requirements.
• Ensuring you are professional and competent to deliver requirements.
• Do not act outside of scope.
• Gain regular feedback from your clients.
• Hold lessons learnt workshops.

Question 21

Why is client care important?

Answer 21

• Retains clients/repeat business
• Attract new clients
• Build reputation
• Reduce conflict
• Promotes best practice

Question 22

How would you advise an inexperienced client?

Answer 22

Understand their priorities and drivers in terms of time, cost and quality and advise accordingly.

Question 23

Why do T&T have a complaints handling procedure?

Answer 23

• Requirement as a regulated firm
• Allows us to manage complaints and avoid disputes

Question 24

You mention you are aware at how fees are established, could you explain how you would go about arranging a fee schedule?

Answer 24

Once fees are established schedule them to be invoiced for specific elements of works in line with key deliverables and RIBA stages.