M03 - Client Care

Question 1

What is your company’s complaints procedure?

Answer 1

• Available at reception upon request
• On website
• Compliant with RICS and other institutions which we are regulated by

Question 2

What is your company’s procedure for receiving Client feedback?

Answer 2

Satisfaction Survey post project completion

Question 3

What is the RICS complaints procedure? (and timescales for dealing with complaints)

Answer 3

• CHP of member or company should be completed first
• Then referred to RICS for investigation
• 28 day initial review period
• Continues from there if required

Question 4

What would you do if a Client complained to you?

Answer 4

• Listen to them carefully and get as much detail on the issue as possible
• Ask them how our company could resolve the issue?
• Escalate to a director?
• I would inform them if they wanted to take the matter further, our company’s has a complaints handling procedure
• If unresolved, refer them to RICS CHP

Question 5

Features of a CHP (Complaints Handling Procedure)?

Answer 5

• Receival process
• Acknowledgement
• Investigation
• Response
• RICS has model template

Question 6

How would you go about looking after a Client’s monies for them?

Answer 6

• Set up a Client bank account / Escrow account

Question 7

What would you say is good Client care? Example?

Answer 7

• Providing a high level of service and carrying out my work in a professional, ethical manner
• When working on the [SAMPLE] project, which was in close vicinity to our office, I had a very hands on role on the project and made frequent visits to site in order to stay updated on progress and any issues as best as possible

Question 8

What if a Client wanted to pay your fees upfront?

Answer 8

Escrow Account - The monies must be paid into an independent deposit account held by a third party as it is still the Clients money, until such a time as the work is completed and drawn down against the fee

Question 9

Why is Client care important?

Answer 9

• To retain existing clients – secure repeat business
• Maintain a strong reputation within the industry and so attract further clients
• Due to the long term, bespoke & advisory nature of construction projects, it is important to establish a high level of trust with the client

Question 10

Can you give me an overview of the principles of Client care?

Answer 10

1. Identify clients, both existing and new to maintain working relationships and bring in new work
2. Understand different types of clients and understand their general objectives and interests
3. Make reference to RICS code of conduct when building and maintaining relationships
4. Have a complaints procedure
5. Collect and respond to client feedback
6. Manage client accounts

Question 11

How do you assist the Client with making decisions?

Answer 11

• Consider all options available – use consultants (design / cost) to assist
• Analyse each option – pros & cons in achieving Client’s objectives
• Make recommendation – justify reasoning for acceptance & rejection of each
• Give the client time to think through each option
• Assist with any queries

Question 12

How would you deal with a difficult Client?

Answer 12

• The key element to dealing with a difficult client to be honest, open and transparent with communications & decision making to help manage their expectations
• Consider all options and the pros and cons of each; review with project team prior to meeting with the Client
• Give them adequate time to process information & guide them through the project and ensure that they understand their role & responsibilities

Question 13

How did you manage your Clients’ expectations?

Answer 13

• Building a relationship that goes beyond client / consultant
• Regularly communicating and addressing problems directly
• Agreeing on strategy, goals and timelines
• Offering advice and direction; when I can’t offer it, I direct them to someone who can.
• Being a good listener
• Being open & honest at all times; with issues, risks, budget, programme
• Everyone is a potential client so I seek to treat everybody the way I would like to be treated myself

Question 14

Give an example of a difficult Client and how you dealt with them?

Answer 14

• On occasions a Client disagreed with my assessment of a Compensation Event to the Contractor during construction. The Client rejected the principle that the contractor was entitled to additional costs for the procurement of a number of FFE items which the client thought was always to be procured by the contractor.
• I maintained the impartial role of the project manager and explained to the client the rationale behind the decision to notify the Compensation Event including extracts from the Works Information, namely the FFE Responsibility Matrix.
• Following the review, the Client agreed that the contractor was entitled to a CE.

Question 15

Can you give an example of where you have looked after a Client?

Answer 15

• Yes, on a number of occasions I have advised the client of issues faced during construction on other similar projects and such can avoid a repeat occurrence. An example of this is continuing to show contingencies in the costs to ensure there is an element of safety built into the project

Question 16

How did you get Client feedback during your project?

Answer 16

• My company randomly selects Clients for feedback surveys which are issued to the client without the knowledge of the consultant. This always an open and honest response from the client.
• I have received positive feedback on every project to date.

Question 17

What recommendation would you make to the Client in the current market and do you think it has changed in the past year?

Answer 17

• Brexit – I would recommend including options for advanced procurement within future contracts to give the flexibility to order materials before the incorporation of costly import tariffs.

Question 18

What is AECOM’s Complaints Handling Procedure?

Answer 18

• Acknowledge their request within 7 days.
• Speak to a superior.
• Escalation to Director’s & Business Unit Leader’s.
• Ensure the complaint handling procedure in 21 days.

Question 19

How do you deal with Client’s Money?

Answer 19

• The firm must be exclusive must remain in full control of all money movement
• Client ledger, records of all payments and receipts relating to a client in chronological order
• An account in the name of an RICS-regulated firm, a wholly owned subsidiary company of the firm
• The only money in there must only contain Client’s money
• Ensure that all client money accounts include the word ‘client’ (written in full) and the name of the firm in the title of the account
• Ensure that money held in a client account is immediately available

Question 20

What types of Client Money Accounts are there?

Answer 20

• Discrete Client Money Account: A single client of the firm.
• General Client Money Account: More than one client of the firm.

Question 21

Describe what you would do if a client did not agree with your cost plan and wanted you to change it.

Answer 21

• I would ask their thoughts on the point they have issue with, in this situation. I would be happy to show them the back up to an item in the cost plan.
• As for general items, I would show how this is benchmarked against other projects & why I believe the costs to be what they are.
• I’d explain that the works would have been peer reviewed.

Question 22

What do you include in a fee proposal?

Answer 22

• Understand the Client objectives/deliverables
• Understand the charge out rates of those proposed to do the works.
• Outline deliverables
• Outline timeline of appointment & deliverables
• Add profit margin
• Headed Letter

Question 23

What is included on a Complaints Handling Procedure?

Answer 23

• Who to contact?
• What was the complaint
• Who was it about?
• Timescales in reply
• Company contact information
• RICS contact information

Question 24

What KPIs does AECOM’s client satisfaction survey monitor?

Answer 24

• Service
• Value for money
• Quality of service
• Timely delivery
• Health and Safety awareness
• Environmental awareness

Question 25

How do complaints work when there is only a sole practitioner?

Answer 25

- Must nominate a surveyor from another firm to act as a companies Complaints Handling Officer