Client Care Flashcards
(21 cards)
What is meant by the term Client Care?
Provide examples of methods used
A continuous process of understanding the clients requirements.
Examples:
- Key Performance Indicators
- Client Feedback Meetings
- Lessons learnt workshops
- Compliant Handling Procedure
What is the McBain’s complaints handling procedure?
Compliant Received
- Operations Director has 7 days to acknowledge compliant
-28 days to write back to complainant to inform outcome of investigation
- If dissatisfied complaint can be raised to Managing Director
- Managing Director has 14 days to formally respond.
- If complainant still unsatisfied, resolution through negotiation, mediation or to arbitration.
What are the RICS requirements for a firms complaints handling procedure?
Complaints Handling RICS Professional Standard sets the standard for complaints handling procedures, including some of the following requirements:
- reflect business size and structure
- available and understood by all staff
- readily shared with complainants or potential complainants
- regularly reviewed
- agreed with PII providers
What are the RICS standards and legal principles?
The RICS standards are a number of documents that set out the standards expected of RICS members and firms.
The legal principles relates to things like bribery, money laundering etc.
Why is client care important?
- To retain existing clients and secure business
- Reduce the likelihood of conflict
- Maintain a strong reputation within the industry and attract further clients
- Delivering the best possible outcome for the client / project
On Elleray Hall, you indicated that you produced an Expression of Interest letter for distribution. What do you mean by this?
I meant that I prepared a request for EOI’s from potential tenderers.
My request included:
* project description
* procurement and contract details
* programme timelines
* Information and responses required from potential tenderers
What is the purpose of an tender Expression of Interest (EOI) letter and what information needs to be included in one?
Issued by potential tenderers to indicate that they are interested in tendering for a project
Submissions should reflect information requested in the advert but may include
Contact details.
Description of company, which may include financial information.
Relevant experience and technical capacity.
Staff experience and availability.
Question responses
References.
What is the benefit of including social value questions in an EOI? Anything specific to Elleray Hall?
To evaluate how the tenderers can contribute positively to the social aspects of the local community. Social is one of the three pillars of sustainability.
There was some opposition from local residents so including social value works was intended to appease them.
On Elleray, which framework was used and how was that framework chosen?
Procure Partnerships Framework, London £1m To £4m
Selected because it provided a ‘Bespoke Social Value Package’ and is a regional frameworks for public sector clients.
For Elleray, why did you not mention the framework in your case study.
The tender did not progress with the framework as the client had other contractors they wanted to add to the tender list.
Can you provide an overview of what a tender framework is?
A framework sets out an agreed methodology for procuring contractors for various works, services, or goods over a predefined period of time.
The client can call off contracts with one or more of these approved suppliers without having to go through a full tendering process again.
The tender framework typically includes set prices, quality criteria, timescales and performance standards.
What are pros and cons of using a framework?
Pros:
Quick and easy to find contractors
Can select a framework suitable for the project
Cons
Cannot choose who replies to the EOI
additional cost, the contractor includes the framework fee in their contract sum
What did you include in the cost report to aid the client in their understanding of the project finances?
List contents too
I included an executive summary that gave a commentary on the information included in the cost report.
Where costs had not been provided by the contractor, I included my own allowances to attempt to avoid unexpected increases once the costs were provided.
Contents:
fixed costs (contract sum), variable costs (prov sums/quants, instructions, anticipated instructions, Loss and Expense, risk/contingency), professional fees, client direct costs, cashflow
What would you do if the client asked you for services that were not provided in your original fee proposal?
I would advise the client that the service was not in the fee proposal.
I would suggest that a new scope of service should be provided for discussion and agreement.
The additional fee should be proportionate to the original appointment.
What are the McBains KPI’s?
Timely service delivery
value for money
innovation
How would you go about producing a fee proposal?
I would find out details of the project and what the client required of me.
I would find out what kind of fee the client required, lump sum, percentage or hourly rates.
I would then assess who would provide the services required and how long it would take them before applying that time to McBains hourly rates for each person.
I would consider expenses costs such as travel, accommodation and food depending on the location of the project.
I would get the fee proposal signed off before issuing to the client.
Explain what information you needed in order to prepare the fee proposal at White City.
Scope of service required
Client’s objectives (what are they trying to achieve with my service)
Property details (including location for travel costs)
Potential complications
Company rates
Why is the use of a fee proposal so important? What could happen if one wasn’t issued before work commenced?
A fee proposal sets the scope of work to be undertaken, If work commenced without a fee proposal then work may be undertaken that wasn’t required, or the fee may not be agreed, losing the company money.
In your CPD you read an RICS journal on why design development and design change differ, what was the key take away from the article?
Who takes risk for each of them?
Design development is progressing the design to achieve the ERs.
Design change is a change to the ERs.
A design change might entitle a contractor to more money and time, whereas a design development will give rise to neither.
With Elleray Community Hall, please give me an example of what your client wished to discuss with you on one of your meetings following an issue of the Cost Report.
They would generally question what I had included in the cost report, maybe if I had included something they were aware of or how I had come to some of the figures I had included.
With regards to the Sports Retail Store in White City, what would you do if you overrun in terms of hours, from a contract you had budgeted a specific time allocation for?
This project was done on a fixed fee for particular scope of services, therefore we would not able to go to the client for additional money unless an unexpected client action had happened that led to more time on the project. If that had happened then we should have raised it as a potential issue before the hours had run out.
Either way I would inform my management that the expected hours had been exceeded.
