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My APC > Client Care > Flashcards

Client Care Flashcards

1
Q

What is client care?

A

Identifying all client types and the behaviours appropriate to establishing good relationships

Identifying client objectives to deliver a high level of service

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2
Q

What is a good project brief?

A

A clear statement of the Clients desired level of quality, functionality and cost.

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3
Q

What is a client brief?

A

A clear statement of the Clients desired level of quality, functionality and cost.

The importance of the briefing process and defining a clear scope of work for the team so that the expectations of both parties are aligned

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4
Q

What would be included in a good client brief?

A
  • Project Definition/Background.
  • Time
  • Cost
  • Quality.
  • Statement of Need including what the end product needs to achieve.
  • Define Project success criteria, i.e. in the form of Key Performance Indicators.
  • Strategic Brief, identifying the clients aspirations, goals and objectives for the project.
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5
Q

What are KPIs?

A

Key Performance Indicators

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6
Q

How can you ensure successful KPI process?

A
  • Planning, to clearly establish what needs to be improved.
  • Analysis, to gather data and determine how big the task of achieving the KPI is.
  • Action, to develop and implement improvement plans.
  • Review, to monitor actual performance against performance targets.
  • Repeat.
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7
Q

Why would you use a KPI?

A
  • To provide a quantifiable measurement to assist parties in the construction.
  • To ensure that the Clients requirements are met, and if not why.
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8
Q

Have you ever been set KPIs?

A

No ?????????

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9
Q

How would you ascertain client values?

A
  • Pre-start meetings.
  • Client Questionnaires.
  • Good, clear communication.
  • Workshops
  • Benchmarking to advise on what they should aim for in terms of cost
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10
Q

What would you do if you saw unprofessional behaviour?

A

Ensure it’s unprofessional, RICS ethics tree

Remind them of their duties as a RICS member, Rules of Conduct + Global Professional & Ethical Standards

Inform senior staff / RICS if necessary

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11
Q

What is your company’s complaint handling procedure?

A

In line with the RICS requirements.

Two tier system, complaint goes to partner who acknowledges complaint w/ client

28 day window for G&T to issue response/action to complaint

If the complainer is still not satisfied, it will go to a third party

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12
Q

What would you do if a complaint was made about you?

A

Follow company CHP.

Act professionally and take responsibility. - RICS Professional & Ethical Standards

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13
Q

What is the role of a QS to a client?

A

Ensure they achieve value.

Not to “save money”, but to mediate the situation in an ethical and fair manner to ensure value is achieved.

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14
Q

You mention you provided a statement showing the value you have provided as a QS mediating the variations. How is this good client care?

A

It wasn’t part of the scope of works.

We did it to improve our relationship with the client by highlighting the value we had achieved.

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15
Q

What information did you use to prepare this alternative basement estimate?

A

It was early, Stage 1.

The basement I was instructed to price had a step, two levels within the basement. Design team did this to reduce excavation requirement.

I simply increased the excavation to the full depth and removed the cost of the retaining wall in the basement.

Of course, I do not design and I clarified my assumptions/basis. Because it was early on in design, I could use previous projects to model a solution.

Going forward, if it looked feasible architect/structural engineer would have to design fully.

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16
Q

What do you know about QS fees?

A

Smaller projects demand larger percentage fees

Fees vary based on project size, complexity, location of site/consultant practice, scope of works

Cost consultant fees 1%-2%

Generally paid in installments at pre-defined dates

17
Q

What are the principles of client care?

A
  • Understanding the Client’s requirements.
  • Identify Client’s, both existing and new, to maintain relationships and bring in new work.
  • Understand different types of Clients and understand their general objectives and interests.
  • Make reference to RICS code of conduct when building and maintaining relationships.
  • Have a complaints handling procedure.
  • Collect and respond to Client feedback.
  • Manage Client accounts.
  • Clients’ money procedure.
18
Q

What is the difference between client care and duty of care?

A
  • CC is acknowledging that the Client is of prime importance.
  • DoC means we must always advise in a client’s best interests, even if that contradicts his own views.
19
Q

What is the RICS complaints handling procedure?

A

• Clear, transparent, impartial and free of charge.
• Names and contact details of the nominated investigating person must be stated.
• Complaint must be dealt with in 28 days.
• Advise PI insurers of complaint.
• Must have 2 stages as a minimum.
 Stage 1 – dealt with internally, partner reviews and responds within 28 days.
 Stage 2 – complaint referred to 3rd party – (RICS – Ombudsmen).

20
Q

Who is the complaint referred to in the 2nd / redress stage?

A

• Independent redress provider as approved by the RICS regulatory board
o Ombudsman Services
o Property Redress Scheme

Details of RICS approved redress providers can be found on RICS website, though link in Complaints Handing Guidance Note is broken

21
Q

How can you tell if your Client is happy with your work?

A

• Client feedback sheet

22
Q

How do you maintain and promote good client relationships?

A
  • Tailoring work to client’s needs.
  • Ensuring their objectives are achieved.
  • Entertainment opportunities, promoting a good relationship.
23
Q

How have you provided good client care on projects?

A

Project in Dulwich - tailored delivery to client. Issued cost report then face-to-face run through of the key facts. He was direct, wanted high level key facts, no waffle.

24
Q

How would you explain to a Client what it is that QS’s do, what value they provide?

A

Core services

o Cost Planning
o Measurement
o Advice on Procurement & Tendering.
o Post-Contract Cost Control

Supplementary Services

o Contracts
o Value Engineering
o Finance

25
Q

What are the different negotiation techniques?

A
  • Soft – avoids conflict, concedes easily, trust in other party.
  • Hard – aggressive bargaining, favours powerful, not willing to concede.
  • Principled – decide issues on their merits, mutual gains, respect, engenders relationships.
26
Q

If a client is not happy with a complaint, what cost will they incur if they go to a third party?

A

In the UK, redress for consumers should be free.

Details of RICS approved redress providers can be found on RICS website, though link in Complaints Handing Guidance Note is broken

27
Q

Why was preparing two estimates for your project in London good client care?

A

I could have done exactly what I was asked, pricing the design provided.

Instead I used my initiative and went further by providing an alternative, assisting the client in making an informed decision

My APC (21 decks)

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