Client Care

Question 1

What information would you expect to see in a client’s brief?

Answer 1

• Name of surveyor who completed the brief
• Date and version of the brief
• Client and project reference
• Defined works areas and works to be completed within each area, internal, external, elevations etc.
• Indicative programme duration based on scope of works
• General information regarding statutory consent requirements, terms of possession & provisional works start date
• Information requests
• Actions

Question 2

Does anyone publish guidance on appointment documents that could be used by chartered surveyors?

Answer 2

TheRICSStandard Form ofConsultant’sAppointment is suitable for use in relation to projects of any size or value.

Question 3

What is a stakeholder?

Answer 3

Any party who has an interest in the project.

Question 4

What does GDPR 2018 stand for?

Answer 4

General Data Protection Regulations 2018

Question 5

What is Peabody’s Complaint Handling Procedure?

Answer 5

Complaint in writing.

Stage 1
We a acknowledge receipt within 5 working days. Respond within 10 working days.

Stage 2: If not happy. l investigate and carry out review in 20 working days.

You can contact ombudsman anytime
Time

Question 6

Where is Peabody’s Complaints Log kept?

Answer 6

CRM based

Question 7

What are Document Control Records?

Answer 7

A record which identifies the transfer of information from the company to external recipients. Documented information is used as evidence of conformance, provides consistency is how aprocessis executed, assists with training and prevents loss of knowledge.

Question 8

Can you tell me why it is important to set key project objectives and milestones?

Answer 8

• Understand client expectations
• Minimises ambiguity
• Monitor time, cost, quality.

Question 9

How do you think good client relationships can be built?

Answer 9

Establishing trust, building a rapport with the client, understanding the client’s needs.

Question 10

Why is a client brief important?

Answer 10

So that all parties are aware of the expectations for the project and required outcome.

Question 11

What is the importance of seeking feedback?

Answer 11

• To improve on areas of weakness
• To pre-empt any complaints
• To demonstrate a commitment to improving client care

Question 12

How can you seek feedback?

Answer 12

Request regular feedback from clients during progress meetings, site visits etc, to gain an understanding from the client how they feel the project is progressing in line with agreed objectives and KPIs. Or use RICS client feedback form.

Question 13

How would you go about establishing a client’s objectives?

Answer 13

Set out within a Client brief which would be approved by the client.

Question 14

How do you establish who the stakeholders are on a project?

Answer 14

Speak to the client to obtain confirmation on who has an interest in the project and what the process is for approving designs etc. Gain an understanding of the structure and where the powers and responsibility lies.

Evaluate the stakeholders’ interests, needs, and potential impact on the project and prioritize them based on their level of importance.
Engage stakeholders: Finally, engage with stakeholders to obtain their buy-in, support, and input throughout the project lifecycle. Communication plans and engagement strategies should be developed for each stakeholder group to ensure that their needs are met and that their concerns are addressed.

Question 15

Why is it important to develop long term client relationships?

Answer 15

• Obtain repeat instructions / business continuity.
• To establish trust between parties.

Question 16

How would you establish what PI insurance cover you would need to carry if you were a sole practitioner?

Answer 16

• Consider what your turnover is and adhere to the RICS rules

Question 17

Give an example when you provided good client care?

Question 18

How could you demonstrate to your client that you have performed well for them on a project?

Answer 18

Measure actual performance against targets set at the start of the project (KPIs) and identify to the client where targets have been met using a project programme.

Question 19

How do you keep clients regularly updated?

Answer 19

Written progress reports, minutes, emails, telephone calls, progress meetings and arranged site visits.

Question 20

If you received negative feedback from a client how would you deal with it?

Answer 20

• Discuss with the client (without admitting responsibility) but emphasise with their situation and gain a further understanding of the issue, try to explain what you can do to rectify the situation, or outline measures for improving for next time
• Request confirmation that their complaint has been dealt with or if they would like to make a formal written complaint, make them aware of the CHP.

Question 21

How do you liaise with clients to gauge their satisfaction during the course of a project?

Answer 21

• I use KPIs and discuss with the client if they are satisfied with the progress on the project at these set stages.
• I obtain feedback through progress meetings.
• I speak with clients regularly and where necessary outline actions to address any concerns the client identifies.

Question 22

How do you ensure project briefs are clear and concise?

Answer 22

“Define:
- Client objectives
- Scope of work
- Possible risk issues
- Programme
- Budget
- Use plain language which can be understood by any client with any level of technical knowledge.”

Question 23

Explain how your actions during monthly progress meetings at Cooper’s Road benefitted the Client?

Answer 23

I created an open environment whereby any issue could be raised and dealt with pragmatically. All issues were transparent so the client was always aware of what discussions were being had.