Flashcards in Client Care Deck (20)
How do you promote trust within the profession?
Acting in a professional manner inside and outside of work
What are the RICS standard forms of appointment?
Standardised appointments in line with RICS recommended practice.
The clarity can be used for tender comparisons.
What are the three sections in RICS Rules of Conduct for firms?
2-Conduct of Business
What are the two sections in RICS rules of conduct for members?
2-Personal and Professional Standards
What are the seven sections in 'Personal and Professional Standards' in Part 2 of rules of conduct for members?
(SIC SEC C)
2-Information to RICS
SIC SEC C
What are conflict avoidance professes?
2-Clear contract documentation
3-Good client/Constructor management
What is the spectrum of dispute resolution?
What are the most important components of the rules for conduct for firms if you were setting up your own practice?
I would need to meet all of them appropriately
Clients Money Handling Procedures
What is your companies complaints handling procedure?
1-Written response of acknowledgement within 7 days
2-Full response within 21 days
If this cannot be settled the process is meditation to arbitration
How have you provided high levels of client care on Liberation House?
Provided monthly project reports
Good client/contractor management
Clear record keeping
Clear contract documentation
What do you mean when you say you have compiled an appointment document?
1-Who the parties are
Tell me about the case when you successfully got the go ahead for a scaffold inside the embargo?
The building was leaking so required urgent remediation
There was a planned royal visit/lieutenant governor. This didn't happen due to charitable complexities.
Tell me about the M&E consultant that was removed from the works at Liberation House?
This consultant was consistently providing late information. This caused a 1 month delay and a 70K loss and expense claim by the contractor this is a relevant event and the relevant matter was late information.
The consultant was fired and the design responsibility for the Novenco extract fan was given to the M&E sub contractor.
How do you think a good client relationship can be built?
Personal / Output
Provide exceptional coms
Why is a client brief important?
Allows client and designer fuller understanding of the expectations of the project
What is the importance of seeking feedback?
Identifies errors, inconsistencies and poor performance = improvement
How can you seek feedback?
Post occupancy evaluations
Using one of your project examples explain what was included in the communications plan and how this was important to client care?
A recent refurbishment (Queensway House), this included a coms plan
client - BHP (lead consultant), to SE and contractor
For works at Liberation House, how did poor performance of the M&E consultant impact your relationship with the client?
Initially this was poor as the contractor and provided a claim for loss and expense (impediment from the employer). Due to the extension of time required (Novenco summer shutdown) an additional 30 days was added to the programme resulting in 70K claim. However, at this time we revealed the roof defect which overshadowed the issue.