Client Care

Question 1

What are KPI’s?

Answer 1

• KPI stands for key performance indicator
• KPI’s can be related to project performance, financials, health and safety, environmental compliance etc

Question 2

What are some KPI’s to assess a QS’s performance?

Answer 2

• Client satisfaction rate
• How well change was managed
• Precision of estimates vs forecasts
• Rate of profitability

Question 3

Why is client care important?

Answer 3

• Retain clients and repeat business.
• Reduce conflict.
• Maintain a strong reputation.

Question 4

How do you establish a clients objectives?

Answer 4

• Identify key categories such as time, cost, quality, sustainability etc
• Understand the clients priorities

Question 5

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

Answer 5

• If it creates a conflict of interest.
• Falls outside your professional competence or experience.
• Involves illegal or fraudulent activity.
• Poses an unacceptable risk.

Question 6

How would you calculate a fee proposal?

Answer 6

• Understand the scope.
• Decide who is needed on the project and when.
• Apply a daily or hourly rate against the activities.
• Sense check the cost against the percentage of the project.

Question 7

What are the principles of client care?

Answer 7

• Understanding client requirements.
• Complaints handling procedures.
• Quality assurance procedures.
• Key performance indicators (KPIs).
• Client satisfaction questionnaires.
• Lessons learned.

Question 8

Provide an example of when you provided exemplary client care?

Answer 8

Recently a client needed a forecasted final account completing for their monthly commercial meeting. I asked when it was needed and then said by the end of the week but it needed reviewing on the Thursday. I reprioritised my to do list and had the forecasted account complete on time which they were very pleased with.

Question 9

What is a form of appointment?

Answer 9

• A “form of appointment” is a formal, written agreement that defines the terms under which a professional consultant is engaged by a client to provide services on a project.
• It outlines their scope of work, fees, responsibilities, and terms for project execution, termination, and dispute resolution.

Question 10

What is a clients brief and what should it entail?

Answer 10

• According to RICS, a client brief is a detailed, written record of a client’s objectives, functional and operational requirements for a project, and includes details like site descriptions, budgets, and deadlines. It should include…
• Services required.
• Insurances required.
• Terms of appointment.
• Duration of appointment.
• Key drivers.

Question 11

What does RICS guidance say in terms of client care?

Answer 11

• Establish clear communication and briefs. - Manage conflicts of interest.
• Maintaining appropriate standards of service and competence.
• Handling complaints and data responsibly.
• Members must also conduct themselves in a professional manner.

Question 12

Why do you need a complaints handling procedure?

Answer 12

As detailed in the RICS professional standard on complaints handling, effective complaint handling is a critical element in the risk management toolkit of all professional firms, both as part of good customer service and also to protect the firm in the event of an unsubstantiated or inflated claim.

Question 13

How have you demonstrated level 2 in your docs?

Answer 13

I wrote about issuing monthly financial reports, ie cost reports

Question 14

When have you collated client feedback and acted upon it?

Answer 14

XXX

Question 15

What RICS documentation is there on client care?

Answer 15

The RICS professional standard on complaints handling
- The document provides information to assist in handling complaints and direct them towards more detailed guidance
from RICS