Client Care Flashcards
What is client care to you?
A continuous process of understanding and delivering the clients needs, which starts from the early RIBA stages when the client sets out their briefing and ER’s. It should be a continuous process of checking in with the client for feedback and improving on the way in which the works is delivered.
Why is it important to understand the clients brief?
It is particularly important to understand the clients brief in deign and build contracts as the contractor is responsible for the detailed design which is based on the employers requirements. It is particularly important to understand the clients priorities especially in terms of costs, time and quality. For example, if the client has stated their requirements for prestigious and high quality finished irrespective of cost premiums, yet the contractor has delivered at low standards to save the client money, this would be a complete disregard of the clients brief and would be deemed poor client care.
What type of substantiation would you provide when issuing an application for payment.
1) Site photographs of completed works
2) Marked up drawings
3) Vesting schedules
4) Calculations for % complete
How do you go about agreeing variances in the application?
I establish a process whereby both parties provide comments and calculations with our assessment. In some cases i will agree with their position. However, those where i disagree, i will explain in a monthly meeting with the client to agree swiftly.
What is value engineering and how does it promote good client care?
Value engineering is process of removing unnecessary costs or improving the value of a project. On the NLE we engaged with the subcontractors to establish a set of potential savings which were included within the contract with pre-agreed rates. This was shared with the client with a commitment to execute some of them in order to provide better value for money to them. This promotes good client care as the client has a vested in in the outturn cost and quality of the project.
Can you explain how a saving through value engineering would contribute to the pain/gain share?
Target cost contracts are paid based on actual costs incurred. Value engineering reductions are treated as a cost saving bringing the actual costs down. By bringing the costs down, it improves the likelihood of completing the project below the target costs, thus contributing to a future gain share.
How do you demonstrate good client care?
1) Remaining transparency throughout
2) Being honest with my client
3) Communicating effectively
4) Dealing with complaints promtly
What would you do if a client issued a complaint?
1) Acknowledge receipt of the complaint
2) Notify complaints handling manager
3) Notify the PI insurer throughout each stage
4) Appoint somebody to manage the investigation
5) Set actions to manage the complaint
6) If the client is still unhappy, advise them on their right to dispute resolution
7) Communicate lessons learnt to wider team
Can you name two client documents that would state the services required?
1) Specification
2) Employers requirements (ER’s)
3) Works information
How would you know the clients Programme requirements?
JCT - Stated within the contract particulars
NEC - Stated within Contract Data Part 1
What is a KPI and can you give any examples of KPI’s on your current project?
Key performance indicator?
Pre-construction - procurement of works packages
Construction - Activity count / costs reviews
Post construction - Number of defects identified
Can you please take me through the process of the application for payment from start to finish?
1) Site walk around to check progress
2) Apply progress to application which is issued on valuation date (21st of each month)
3) Joint site walk around is organised for the due date (28th of each months or nearest working day) where progress of each works package is agreed.
4) Vesting visit it organised around the same time to value materials off site.
5) Clients PQS issues a draft valuation a day prior to final notice date (5 days after the due date)
6) A meeting is held to review any discrepancies and agree the final figure
7) Final payment notice is issued 5 days after
8) Invoice to be raised on the same day
9) Final date for payment is 21 days after the due date
Can you please give me an example of a time when there was a variance within the account and how it was dealt with?
The lift package was broken down into design, delivery, install and commissioning. The final 10% was for commissioning which we had applied for, however the client was reluctant to pay. In the meeting the client requested a copy of the commissioning completion certificates in which I provided to release a further£43k payment in the period.
Could you please provide three examples of value engineering opportunities within the flooring order on the NLE?
1) Increased terrazzo tile size from 300 x 300 to 600 - less tiles = less money but same area covered.
2) Use of a cheaper floor build up with a cheaper sub base (lytag instead of foamglas)
3) A rate only provided for correx protection in liue of ply protection
What actions did you take as a surveyor to explore the use of the value engineering options within the subcontract?
I understood the programme and held meetings with the package and design manager prior to the works starting around key value engineering options. I would then request a dispensation or instruction from the client which would then be passed on to the subcontractor.
