Tell about why it is important to develop long-term client relationships
– It is important that the client can rely on you to provide a high standard of service and to trust your recommendations. Long-term client relationships are beneficial to the firm as they provide long term income to the firm.
Tell me about the different stakeholders you have come across in your role
a variety including the client, residents, councilors, consultants
Tell me about how you have tailored your client care to one of these stakeholders
When speaking to residents it is important that simple language is used due to the fact that many of the residents are not within the industry. You also need to be transparent to build trust with residents.
Why is it important to you to set objectives
It is important that workstreams and scopes can be reviewed against set objectives to understand progress on a scheme.
Tell me about your duty of care towards your clients
Good client care means demonstrating behaviours that are appropriate to establish good client relationships. This would include defining scope of services within the limits of your competence, establishing formal communication systems with clients and understanding client briefs
How have you defined your scope of services within the limits of your competence and PI insurance?
The Scope of services is clearly shown within any appointment document that we enter into.
How have you used standard forms of appointment?
we use standard forms of appointment when appointing a design team.
What mechanisms are contained within an appointment document?
Limitation of Liability, Third Party Rights, payment dates, scope of services, client obligations. This is set out in more detail within the RICS Standard Form of Consultant’s Appointment explanatory notes (2022
What insurance requirements are you aware of (both legal and RICS)?
Liability Caps, Run-off cover and employers liability.
Explain formal communication systems with clients and stakeholders you are aware of
Formal letter, formal email
What KPIs might you agree with a client to monitor performance
development margin, sales rates and max cash lock up
Explain what BS EN ISO 9004 relates to
Provides guidance to organizations to support the achievement of sustained success by a quality management approach
What is the definition of a Key Performance Indicator (KPI)?
A quantifiable measure of performance over a set time period for a specific objective.
Definition of a stakeholder
anyone that can affect or is affected by what you are trying to achieve
How are stakeholders identified?
(1) Property Matters report - produced by the lawyers which details parties with a land interest
(2) Stakeholder Mapping excercise - ask open questions within the project team
(3) Review regulatory authority interest
(4) Open stakeholder engagement events
What is a stakeholder engagement strategy
A structured plan that outlines how the project team will identify, communicate and manage relationships with stakeholders throughout the project lifecycle.
What are the four steps of Stakeholder Management?
Identify Stakeholders
Assess their interest and influence
Develop communication and management plans
Engage and influence stakeholders
What RICS Guidance are you aware of in regard to stakeholder engagement?
RICS Guidance note on stakeholder engagement – highlights the key principles of stakeholder engagement
Key principles includes:
1) Communicate regularly
2) Consult early and often
3) Plan the stakeholder engagement
4) Compromise with stakeholders
5) Take responsibility
How do you gather data during the inception stage of a project, including client briefings and site based information
Depends on the information, production of a design brief, surveys etc
Tell me about an example of how you have provided good client care/high standard of service.
I met with the JV Partner bi-weekly to keep them informed of design and legal progress of the scheme. I would produce minutes, and an action tracker following each meeting and distribute to attendees of the meeting, this created clear key performance indicators which progress could be tracked against. I would update the tracker throughout the week and distribute it to the attendees the day before the meeting so they could review before the meeting and highlight any actions that they wanted to be raised on the agenda.
How have you dealt with an unrealistic client deadline or client expectations?
I am transparent with the client explain why this is not achievable and set-out more realistic deadline or expectations for their approval
Tell me about the approach you have taken when dealing with a non-technical lay client.
e.g. residents I have used different methods of presenting information including power points and marked-up plans to easily get across the information.
How have you established a client’s objectives?
When a new client is identified I will set-up a kick-off meeting to speak openly about objectives and capture these within a document which is shared with the client for their approval. keep a tracker for objectives
How have you established a scope of services?
When appointing a consultant we will set-out what we require and review any fee proposal and scope that comes back. If this is a technical consultant I will liaise internally to ensure that the required scope has been priced.
-
ETHICS131
-
FC RICS questions45
-
Inclusive Environments20
-
Client Care33
-
Communication and Negotiation26
-
Health and Safety31
-
Diversity, Inclusion and Teamworking24
-
Sustainability49
-
Business Planning14
-
Conflict Resolution39
-
DATA30
-
Accounting46
-
Planning50
-
Masterplanning30
-
Measurement20
-
Mapping18
-
Legal20
-
Risk20
-
Project Finance16
-
Briefs32
-
Valuation38
-
Appraisal32
