Client Care Flashcards
(39 cards)
Why is client care important?
Important for firms to develop repeat business, reputation and reduce negligence claims.
Give me an example of how you have provided good client care?
Cardiff Airport - managed to secure £345k of LDs for the client through detailed site records, meeting notes and understand of the contract provisions.
Give an example of providing a high standard of service?
Cardiff Airport - managed to secure £345k of LDs for the client through detailed site records, meeting notes and understand of the contract provisions.
Tell me about the approach you have taken when dealing with a non-technical client?
Bro Tathan Utilities - I prepared a presentation on the AML substation switchover, based on the information provided by NGED.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge?
Generally client I deal with are not within the construction / built environment sector.
However I would still provide my reasoned advise and record this for auditing purposes (e.g. claims of negligence).
How do you establish client objectives?
Have a pre-start meeting with them.
Workshops with stakeholders to understand their needs e.g. Cardiff Airport departments.
Aim to establish client requirements relating to:
● Time
● Cost
● Quality
● Desired final product.
● Other clients aspirations and goals for the project
How do you calculate your fees?
I developed the CID used for preparing fee proposals:
1) Either lump sum (activity schedule) or time basis.
2) Based on relevant framework rates or default rates.
3) Expenses (e.g. travel) are generally included within the rates, however it would be made clear if it was not.
4) Include exclusions and assumptions to ensure scope is clear.
5) Include proposed T&Cs (usually NEC PSC or ACE professional services agreement 2019)
6) Fees are reviewed by a colleague before issuing to the client.
How do you identify stakeholders?
Brainstorming to identify anyone who may be impacted by the project. Consult with the client to identify any specific stakeholders.
What common stakeholders do you encounter?
Common stakeholders:
● Client
● Statutory bodies (LPA, local water authority, NRW / Natural England etc.)
● Local residents / business owners
● Contractor and subcontractors
● In aviation - CAA and DFT
What is a stakeholder management plan?
A document that outlines the strategy for management and engagement of stakeholders throughout the lifecycle of the project. Includes analysis of their needs, interests and potential impact on project success.
What stakeholder management tools / models are you aware of?
● Saliance model - ven diagram of power, legitimacy, urgency
● Power and interest grid - used to categories stakeholders
How do you check a client’s financial stability?
1) Find them on companies house to obtain their details
2) Dun and Bradstreet report
3) Review website to understand the scale of projects they have completed
Tell me about the different stakeholders you have come across in your role?
Common stakeholders:
● Clients
● Statutory bodies (LPA, local water authority, NRW / Natural England etc.)
● Local residents / business owners
● Contractor and subcontractors
● In aviation - CAA and DFT
Tell me about how you have tailored your client care to a stakeholder?
I have tailored the level of explanation provided to clients dependent on their level of technical knowledge. However I always ensure their is a record of the advice I have given to protect against claims of negligence.
Why is it important to you to set objectives?
● To tailor your service / the project to meet the objectives.
● To provide direction and focus.
● So progress can be monitored and measured against objectives.
Tell me about your duty of care towards your clients?
I have a duty of care to client to provide my service with reasonable skill and care. To do this I:
● Ensure I have the competence to provide the services
● Seek advice / guidance from colleagues or external professional if something is outside my area of expertise
● Undertake CPD and training to maintain my professional competence
● Maintain records of my advice and decision to protect against claim of negligence
How do you analyse client needs?
Have a pre-start meeting with them to understand their needs.
Workshops with stakeholders to understand their needs e.g. Cardiff Airport departments.
Aim to establish client needs relating to:
● Time
● Cost
● Quality
● Desired final product.
● Other clients aspirations and goals for the project
How do you ensure all parties understand their scope?
● Pre-commencement meeting to ensure all parties are aware of their responsibilities.
● Ensure contracts have clear scope / statement of service.
How do you keep clients informed on the status of their projects?
● Regular communication via phone calls backed up by email records where required.
● Bro Tathan - weekly meetings with the client.
● During construction - monthly project manager’s report.
What agreed communication systems have you used with clients?
● Emails
● Phone calls
● PM softwater - FastDraft, CEMAR
When would you involve a client in decision making processes?
Where the decision will impact the project in a way that I feel the client should be aware.
Early in the project I query the client on the level of involvement they would like in decision making e.g. changes over a certain value during construction.
How do you request client feedback?
● In meetings / phone calls I often ask if there is anything the client would like me to do that I have not been doing.
● I developed and feedback questionnaire that I send to clients at the at key milestones or at the end of projects.
Give an example of client feedback you have received and how you reacted to it?
As part of the leadership training programme client feedback was received about OOH communications. Since this I have ensured I do not send emails to external parties after 17:30.
What are the requirements of the RICS Professional Standard: Complaints Handling 2016?
● RICS regulated firms must have a published CHP that meets the requirements of the RICS
● Must include Alternative Dispute Resolution (ADR) mechanism
● A complaints log must be maintained
● Firms must have a nominated complaints handling officer
● When issuing TOE a firm should make it clear to the client they operate a CHP
● Notify PII insurers as soon as a complaint is made
