Client care

Question 1

What does “Client Care” mean in the context of a Building Surveyor’s role?

Answer 1

Understanding and meeting the Clients objectives.
Providing clear professional advice.
Ensure services are delivered ethically, transparently and within the agreed scope.
Acting in the client’s best interests while complying with RICS standards, providing clear communication, and managing expectations.

Question 2

Can you explain the importance of confirming scope of services at appointment stage?

Answer 2

Confirming the scope at appointment stage ensures the client understands exactly what services will be provided, the basis of fees, exclusions, and limitations.
Avoids disputes later, and ensures the surveyor stays within competence and PI cover.

Question 3

How do you ensure your services remain within the limits of your competence and your firm’s PI insurance cover?

Answer 3

I ensure I only take on work within my technical expertise and training.
If something falls outside my competence, I would either decline or seek specialist input.
I check with my director that services fall within the scope of the firm’s PI policy, as working outside this could leave the client and myself unprotected.

Question 4

What are the key elements of an RICS-compliant appointment document?

Answer 4

Names of parties
Scope of services
Fees and basis of calculation
Timescales/deliverables
Limits of liability and PI cover
Complaints handling procedure
Termination provisions
Governing law and jurisdiction

+ My company Terms & Conditions

Question 5

Why is it important to clearly identify all project stakeholders, and how does this influence client care?

Answer 5

Clear communication channels and avoids conflicting instructions.
It helps to understand who holds decision-making authority and ensures all parties receive appropriate updates, improving project efficiency and reducing disputes.

Question 6

What does ISO 9001 quality management contribute to ensuring consistent client service?

Answer 6

ISO 9001 provides a structured framework for consistency in client service. It includes standardised document control, templates, QA procedures, and feedback mechanisms.
This helps deliver reliable outputs and reduce errors.
Easy format for training new members of staff.

Question 7

Can you give an example of how you’ve confirmed and managed scope of services on a project?

Answer 7

The Shore - Agreed the timescale and format for budget costs to inform future spending for the development. Agreed within the appointment document.
Once prepared the owners requested further detail and information on specific items that would resemble more of a specification for works.
I advised that this was outwith the scope of services however could be agreed to proceed separately.

Question 8

How do you use KPI feedback (both internal and client-based) to improve the service you deliver?

Answer 8

We collect KPI feedback both internally and from clients. For example, a client noted they wanted more regular updates mid-project, so we adapted by issuing short monthly bulletins alongside formal reports. This improved communication and was then rolled out across other projects.

Question 9

Can you explain how you calculate fees (percentage vs. time charge methods), and when each is most appropriate?

Answer 9

Percentage fee: often used where project costs are clear (e.g. refurbishments).
Time charge: used where scope is uncertain, such as defects investigations. Multiple members of our team, estimated time spent.

I explain to clients which method best reflects the nature of the work, ensuring transparency and fairness.

Question 10

Can you describe a time when you had to adapt your service delivery to meet a client’s specific needs?

Answer 10

VHA Kitchens / bathrooms - include pre install checks.

Question 11

How would you advise a client on the advantages of having a formal RICS-compliant appointment document?

Answer 11

I would explain that a formal appointment protects both parties by setting out scope, responsibilities, liabilities, and complaints procedures. It reduces risk of disputes and ensures compliance with RICS standards.

Question 12

If a client asked you to carry out work beyond your area of competence, how would you handle this conversation?

Answer 12

I would explain transparently to the client that the work is outside my expertise.
Suggest bringing in a specialist or recommend another consultant.

Question 13

If a client queried the level of fees you had proposed, how would you justify your calculation?

Answer 13

I would justify fees by explaining the basis of calculation whether it be a time charge or percentage based on the nature of works.
This fee is necessary for the resource to provide a good scope of service.

Question 14

A client insists on appointing you without a formal written appointment. What would you do?

Answer 14

I would explain that RICS requires a formal written appointment to protect both parties. I could offer a simple letter of engagement, but I would not proceed without something in writing, as it exposes both sides to risk.

Question 15

During a project, you discover the brief has changed significantly. How would you manage this with the client?

Answer 15

I would meet with the client to clarify the new brief, assess implications for scope, programme, and fees, and issue a formal variation to the appointment. This avoids scope creep and maintains clear expectations.

Question 16

You discover that the scope of your appointment does not cover a new statutory requirement relevant to the project. How do you handle this with the client?

Answer 16

If I became aware of a new statutory requirement — for example, a change in energy or fire regulations — that wasn’t included in our original appointment, I would notify the client promptly and explain its implications. I’d outline what additional work is needed to ensure compliance, such as design amendments or new assessments, and provide a clear scope and fee variation. This ensures the client can make an informed decision and that my professional obligations are met.

Question 17

What steps do you take to build strong, long-term relationships with clients?

Answer 17

Trust and value. I maintain clear, honest communication, deliver work on time and to a high standard, and proactively update clients on progress and risks. I also seek feedback after each project.

Question 18

What do you do before accepting an instruction?

Answer 18

Suitably competent?
No conflict of interest?
Agreed terms and condition of engagement?
Proceed in professional, objective, honest matter.