TEXTBOOK CLIENT CARE

Question 2

In your view, what is meant by the term ‘client care’?

Answer 2

A continuous process of understanding a client’s requirements, suggestions and complaints, and analysing these to enhance service delivery. This includes:

• Understanding client needs and requirements
• Complaint handling procedures (CHPs)
• Quality assurance (QA) procedures
• Key performance indicators (KPIs)
• Client satisfaction questionnaires
• Acting in the client’s best interests
• Client feedback meetings
• Lessons learned workshops
• Identifying the correct scope of service
• Defining the client brief

Question 3

Why is client care important?

Answer 3

• To retain existing clients and secure repeat business • Reduce the likelihood of conflict • Maintain a strong industry reputation • Deliver the best possible outcome for the client/project

Question 4

How do you conduct yourself when interacting with clients?

Answer 4

• Well presented and professional • Respectful at all times • Friendly and enthusiastic • Seek to understand requirements • Act in the client’s best interests

Question 5

How do you build trust with clients?

Answer 5

• Only advise within competence • Act professionally • Provide high level of service • Be transparent and honest • Fulfil commitments • Admit and correct mistakes ethically

Question 6

What is the difference between a client and a customer?

Answer 6

• Client – One under the protection of another (ongoing professional relationship). • Customer – One who purchases a commodity or service. A client relationship is typically protective and ongoing.

Question 7

What is a project stakeholder?

Answer 7

A person or organisation who has an interest in the project.

Question 8

What does ‘soft landings’ refer to?

Answer 8

A strategy to ensure smooth transition from construction to occupation, optimising operational performance.

Question 9

Examples of Quality Management Systems (QMS) used on projects?

Answer 9

• Project Execution Plans (PEPs) • Project Control Plans (PCPs) • Contractor payment schedules • Standardised contract administration forms • Procedural checklists • Reporting templates • Following industry guidance • Company policies and procedures

Question 10

What is a lessons learned workshop?

Answer 10

A review of project successes or failures to: • Prevent repeat issues • Share best practice • Improve future project performance

Question 11

What is your company’s procedure for formal client feedback?

Answer 11

Client satisfaction surveys issued at key project stages.

Question 12

What are KPIs?

Answer 12

Key Performance Indicators — measures of success against targets, objectives or industry benchmarks.

Question 13

Examples of KPIs in construction?

Answer 13

• Number of defects/snags • Cost overrun • Programme milestones achieved • Profitability • Health & safety scores • Environmental performance • Use of local labour

Question 14

Why maintain existing client relationships?

Answer 14

• High proportion of work secured through repeat business • Strengthens personal and company reputation

Question 15

What is a complaint?

Answer 15

An expression of dissatisfaction when expectations have not been met.

Question 16

When should your firm notify insurers of a complaint?

Answer 16

As soon as possible.

Question 17

How would you deal with a formal client complaint?

Answer 17

• Acknowledge receipt • Notify complaint handling manager • Appoint investigator • Identify outcome and corrective action • Formally respond to client • Refer to independent redress if unresolved • Inform PII insurers • Record lessons learned

Question 18

RICS guidance on complaints handling?

Answer 18

Complaints Handling — 1st edition July 2016 (reissued October 2020) — RICS professional standard.

Question 19

How can complaints be avoided?

Answer 19

• Clear scope and expectations • Clear communication • Written records (e.g. meeting minutes) • Follow company QA procedures • Follow RICS standards and guidance

Question 20

Has RICS published information on handling client money?

Answer 20

Yes — Client Money Handling Professional Standard, 1st edition October 2019 (revised 2022).

Question 21

Objectives of the Client Money Handling standard?

Answer 21

• Clear rules for handling client money • Ensure appropriate controls • Protect client funds • Maintain public confidence

Question 22

Key requirements of Client Money Handling?

Answer 22

• Client account requirements • Appropriate accounting controls • Information to clients • Rules for unidentified funds

Question 23

Definition of client money?

Answer 23

Money of any currency (cash, cheque, draft or electronic transfer) held or received by a regulated firm on behalf of another person and not immediately due to the firm.

Question 24

What should be included in a client brief?

Answer 24

• Project details • Professional services required • Insurances required • Terms of appointment • Duration • Client procedures/policies • Key success drivers

Question 25

What should be in a consultant’s fee proposal?

Answer 25

• Scope of service • Terms of appointment • Basis of pricing and fee • Proposed team (CVs/qualifications) • Project details • Timescales • Insurances • Exclusions • Assumptions Typical exclusions: • VAT • Disbursements • Claims work (usually additional fee)

Question 26

After verbal agreement of services, what next?

Answer 26

Confirm in writing: • Terms & conditions • Fee • Scope of service

Question 27

What is a consultant appointment document?

Answer 27

Terms and conditions under which services are provided. (RICS provide a standard form if a firm does not have its own.)

Question 28

How do you calculate professional fees?

Answer 28

• Understand client requirements • Define scope • Identify resource and seniority • Assess duration • Apply hourly/daily rates • Sense check against project value

Question 29

If you underestimated resources in your fee, what do you do?

Answer 29

• If scope increased → discuss fee adjustment • If scope unchanged → treat as error and rectify • Ensure service level is not reduced

Question 30

Issues if all services delivered by one consultancy?

Answer 30

• Harder internal challenge • Perceived conflict of interest • But potential efficiency advantages

Question 31

Client asks you to reduce fee to match competitor?

Answer 31

• Explain basis of fee calculation • Justify resources required • Avoid direct comparison • Offer to review scope to reduce fee

Question 32

When might a consultant be due additional fees?

Answer 32

• Contractor insolvency • Programme delay • Increased scope • Changes to brief • Increased project budget

Question 33

When would it be appropriate to decline new work?

Answer 33

• Conflict of interest • Illegal/unethical request • Breach of RICS rules • Outside competence

Question 36

What do you understand by client care?

Answer 36

Client care is the provision of a professional, responsive and tailored service that aligns with the client’s objectives and project requirements. It involves: * Understanding the client’s key drivers (cost, time, quality, risk, reputation). * Communicating clearly and regularly. * Managing expectations. * Delivering accurate and timely advice. * Handling complaints appropriately and professionally.

Question 37

Why is client care important?

Answer 37

Client care builds trust and long-term relationships. It: * Protects the firm’s reputation. * Reduces disputes and misunderstandings. * Improves decision-making through clear advice. * Encourages repeat business and referrals. In a commercial environment, strong client relationships are critical to business sustainability.

Question 38

What is your firm’s Complaints Handling Procedure?

Answer 38

My firm operates a two-stage Complaints Handling Procedure in line with RICS requirements: 1. **Stage One – Internal Review** * Complaint acknowledged promptly. * Investigated by a senior person not directly involved. * Formal written response issued within a defined timeframe. 2. **Stage Two – Independent Redress** * If unresolved, the complainant can refer the matter to an independent redress mechanism approved by RICS. This ensures transparency, fairness and professional accountability.

Question 39

What are RICS requirements regarding complaints handling?

Answer 39

RICS requires firms to: * Have a written Complaints Handling Procedure. * Make it available to clients. * Include access to an independent redress mechanism. * Handle complaints promptly and fairly. * Keep appropriate records. This supports consumer protection and public confidence in the profession.

Question 40

How have you demonstrated good client care on a project?

Answer 40

On my Harrow School project, I held bi-weekly meetings with the client where I: * Presented the monthly cost report. * Explained financial status including changes, risk and forecast outturn. * Highlighted key variances. * Managed expectations regarding potential budget pressures. * Encouraged open discussion and responded to queries. This ensured transparency and supported informed decision-making.

Question 41

How do you identify a client’s key drivers?

Answer 41

At project inception, I: * Review the brief and funding constraints. * Ask direct questions regarding priorities — cost certainty, programme, operational continuity. * Understand stakeholder sensitivities. * Consider reputational and operational risks. For example, on education projects, maintaining term-time operation is often a critical driver.

Question 42

How do you manage a difficult client conversation about cost increases?

Answer 42

I: 1. Prepare fully — understand the cause of the increase . 2. Present facts clearly and objectively. 3. Explain options to mitigate impact. 4. Avoid defensiveness. 5. Focus on solutions rather than blame. Managing expectations early is key — surprises damage trust.

Question 43

What would you do if a client made a complaint about your service?

Answer 43

I would: * Listen carefully and remain professional. * Acknowledge the issue promptly. * Avoid becoming defensive. * Inform my line manager. * Follow the firm’s Complaints Handling Procedure. * Document all communications. The aim would be to resolve the issue quickly and maintain the relationship where possible.

Question 44

How do you tailor your service to different clients?

Answer 44

Different clients require different communication styles and reporting formats. For example: * Some prefer high-level executive summaries. * Others want detailed breakdowns. * Some require more frequent updates due to governance structures. I adapt reporting style, meeting frequency and level of detail accordingly.

Question 45

How do you ensure professional documentation standards?

Answer 45

I: * Use firm-approved templates. * Ensure clarity and accuracy. * Cross-check figures carefully. * Issue documents in a timely manner. * Maintain clear audit trails. Professional documentation directly reflects competence and reliability.