What are different client requirements?
Time, cost, quality, appetite to risk
How do you identify client requirements?
Set a meeting to review the objectives and the clients’ key drivers for the project. I’d understand the scope and see what the client is trying to achieve by carrying out the project
Why is it important to recognise them from the outset?
A client’s requirements should be recognised and considered from the outset. It’s important from the outset because the service you deliver should always be in line with the client’s requirements
What does value mean to the client?
Value does not always mean cost. Value could mean a good quality or being delivered on time
What are methods of clear and transparent communication?
When working on my projects I always provide regular updates to the client to keep them informed with progress and the status of actions. I also ensure information is shared early and often to keep the Client in the loop. This can be achieved through progress reports, weekly summary emails or a simple phone call.
Why is communication important to a client?
Communication is important to a client because some clients like to be informed with progress. It helps build trust and aligns expectations
What is Socotecs CHP?
Acknowledge the complain within 7 days. Respond within 28 days. Refer to methods of ADR if unresolved
What is the RICS CHP?
Acknowledge the complain within 7 days. Respond within 28 days. Refer to methods of ADR if unresolved
What else is required of the RICS when handling firms?
RICS firms must adhere to strict rules of conduct. They must have a written complaints handling procedure. Client money handling procedures. PI insurance
Where can the complaints be escalated to if unresolved?
An independent ADR provider approved by the RICS
How would I prepare fee proposals?
I would meet with the client to understand their key requirements and objectives. We can then agree a scope and determine if the fee will be a fixed fee or hourly based. I’d ascertain the amount of resources required to deliver the service and price accordingly. I’d ensure the fee proposal includes a comprehensive description of the work and terms and conditions
What is included in a fee proposal?
Scope. Price. Terms and conditions. Clarifications and exclusions. Company details
How do I calculate a fee proposal?
Define the scope. Calculate the resources required. Determine the fee. Apply profits
What happens if I exceed the money spent that I’ve quoted in a fee proposal?
Should this be based on a fixed fee, I would have to bear the costs. If there was something requested outside of the scope, I would have a discussion with the client to discuss additional fees. I would note and log the overspend for future fee proposals
What if I am asked to carry something out outside of my fee proposal?
I would meet with the client and explain that what I am being asked to do sits outside of my fee. Provided the client is happy to proceed I would provide an additional fee proposal or an amended one for the additional work.
What would be included in the terms and conditions?
Payment terms. Insurances. CHP. Document management
What happens if a client refutes my timesheets?
I would have a discussion with the client and explain my timesheets in more detail. If they continue to refute, I would take a view in an attempt to maintain client relationship.
What was my agenda for the meeting?
I used to base the meeting by discussing projects using the same agenda, for example. On each project I would discuss: Progress. Change control. Risks. Opportunities. Actions. I’d take notes throughout the meeting and circulate them as meeting minutes
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Commercial Management24
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Construction Technology11
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Ethics35
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Client Care18
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Health and Safety24
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Accounting Principles14
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Business Planning10
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Conflict Avoidance22
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Data Management13
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Diversity, inclusion and teamworking10
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Inclusive Environments7
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Sustainability8
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Quantification and Costing16
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Procurement and Tendering50
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Contract Admin and Practice58
