How do you manage client expectations on complex projects?
At Blackfriars, I set clear expectations from the outset by defining scope, fees, and programme. I maintained regular updates, especially during weekend works, ensuring transparency and building trust.
Describe a time you successfully negotiated to protect your client’s position.
At Holborn, the contractor requested an upfront deposit. I negotiated that materials would only be ordered post-contract execution and stored on site, mitigating financial risk to the client.
What does client care mean in the context of surveying?
Delivering a professional service that meets client objectives through clear communication, competent advice, and managing expectations while maintaining ethical and professional standards.
What are the key elements of good client care?
Understanding client objectives
• Clear communication
• Managing expectations
• Providing competent advice
• Building trust and long-term relationships
What is the difference between client care and customer service?
Client care is professional, advisory, and long-term focused, whereas customer service is more transactional and reactive.
Why is client care important in the built environment?
Because clients rely on surveyors for high-value decisions involving cost, risk, and compliance — poor service can lead to financial loss and disputes.
How does client care link to the RICS Rules of Conduct?
It aligns with requirements to act with integrity, provide a high standard of service, and act in the client’s best interests while maintaining professionalism.
How do you establish good client relationships at the start of a project?
By clearly defining scope, responsibilities, deliverables, fees, and programme in the appointment, and ensuring expectations are aligned early.
How do you manage client expectations throughout a project?
Through regular updates, transparent communication, early warning of risks, and ensuring decisions are well informed.
How do you ensure your advice aligns with client objectives?
By understanding their business drivers (cost, programme, ESG, risk) and tailoring recommendations accordingly.
Give an example of adding value to a client.
At Shear’s Way, I didn’t just report defects — I provided lifecycle cost analysis and ESG implications, helping the client make a long-term strategic decision on roof replacement.
How do you build long-term client relationships?
By being reliable, consistent, transparent, and delivering high-quality advice that builds trust over time.
Why is communication so important in client care?
It ensures clarity, reduces misunderstandings, builds trust, and prevents disputes.
What methods do you use to communicate with clients?
Email updates, formal reports, meetings, site visits, and telephone discussions depending on urgency and complexity.
How do you deal with difficult or demanding clients?
By remaining professional, listening carefully, managing expectations, and explaining constraints clearly but constructively.
What would you do if communication breaks down with a client?
I would escalate communication through alternative channels (meeting, call), clarify issues, and reset expectations.
Can good client care conflict with professional obligations?
Yes — if client expectations conflict with ethics, compliance, or safety requirements.
How do you handle that conflict?
By explaining the professional reasoning, referencing regulations or risks, and prioritising compliance over client preference.
What would you do if a client asked you to “go easy” on reporting defects?
I would refuse and explain my duty to provide accurate, impartial reporting in line with RICS standards.
would you do if a client disagrees with your recommendation?
Explain reasoning clearly, outline risks, and document advice. If they proceed, ensure informed decision-making is recorded.
What if a client is unhappy with your performance?
I would listen, acknowledge concerns, attempt resolution, and follow the company Complaints Handling Procedure if required.
How do you handle multiple stakeholders with conflicting priorities?
By understanding each party’s objectives, communicating clearly, and finding balanced, commercially realistic solutions.
What would you do if you made an error that affected the client?
I would be transparent, inform my manager, and rectify the issue promptly while following internal procedures.
What is the biggest risk in client care?
Prioritising client satisfaction over professional judgement, which can lead to unethical or non-compliant advice.
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Project Overview & context1
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Ethics25
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Client Care27
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Communication & Negotiation27
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H&S27
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Legal & Reg33
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Construction Tech & Environmental Services2
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Building Pathology34
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Contract Admin44
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Inspection34
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Sustainability19
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Procurement & Tendering22
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Accounting Principles17
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Business Planning16
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Conflict Avoidence22
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Data Management22
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Diversity, Inclusion Teamwork17
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Inclusive Environment17
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Fire Safety32
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Contract Pratctise115
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Works Progress & Quality Management22
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Design & Spec24
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Asbestos26
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Roofs28
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Dilaps52
