Client Care

Question 1

How might you go about establishing a Client’s Requirements?

Answer 1

• Discussing goals and budgets
• Key KPI’s that their organisation is managing
• Asking questions about their company targets or ambitions
• Establishing a scope of services

Question 2

How might you go about managing a Client’s Expectations?

Answer 2

• Understand exactly what they need from me and my company
• When they require reporting etc from me.
• Set clear communication and procedures for changes etc.

Question 3

Can you give me an example of when you’ve adjusted the way you provide your services to suit a Client’s needs?

Answer 3

Yes, I’ve adapted my standards reports issued to clients to more clearly reflect it in a way that they have requested following feedback and meeting with them.

Question 4

Have you ever requested feedback on a Project? How have you gone about doing that?

Answer 4

Yes, both mid-project and post-project. Sending a feedback survey for them to populate and return to me.

Question 5

When might you refer to your Scope of Services when carrying out an Appointment?

Answer 5

If an event has occurred that was not in the original agreement.

For example, handling a loss and expense claim.

Question 6

Who are the typical Stakeholders you might find on a Project?

Answer 6

• Client
• Contractor
• Design Consultants
• Funder
• Tenant

Question 7

How might you determine how to manage each Stakeholder?

Answer 7

• Identify different stakeholders
• Understand their interest and influence.
• For example, those with more influence and high interest need to be managed more frequently and closely.

Question 8

What is duty of care?

Answer 8

• Legal obligation to take reasonable care

Question 9

Who is a client?

Answer 9

• A business or individual who is paying another business for their goods or services.

Question 10

What are the principles of client care?

Answer 10

• Identify client needs and requirements
• Establish a CHP
• Establish quality assurance (ISO9001 – Data Management)
• Key performance indicators
• Identifying an appropriate scope of services and client brief

Question 11

What is an appointment?

Answer 11

• A contract undertaken by the client and consultant (PM, QS, Architect etc)

Question 12

What are some contractual mechanisms found in an consultant’s appointment?

Answer 12

• Payment mechanisms
• Dispute Resolution
• Changes to scope

Question 13

Explain a time you have managed a conflict well?

Answer 13

• On Harwell Quad Three, I had agreed for the obstructions tracker and process to be agreed in the contract.
• The Project QS, was not aware that this was included in the contract and therefore had been claiming for obstruction removal costs not in accordance with the contract (i.e. recorded photo’s, drawings and volumes excavated)
• Upon discussion, I outlined this process again to them and they understood why I had initially declined the basis of their original substantiation.
• Following this, they issued all the relevant information, and I was able to agree the basis of the obstruction being added to the formal tracker.

Question 14

What is included in your appointment documents?

Answer 14

• Scope of services
• Payment mechanisms
• CHP (and ADR)
• Insurances
• Limit of liability CAP.