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Flashcards in Client Care Deck (20)
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1

How do you promote trust within the profession?

Acting in a professional manner inside and outside of work

2

What are the RICS standard forms of appointment?

Standardised appointments in line with RICS recommended practice.

The clarity can be used for tender comparisons.

3

What are the three sections in RICS Rules of Conduct for firms?

1-General
2-Conduct of Business
3-Firm Administration

4

What are the two sections in RICS rules of conduct for members?

1-General
2-Personal and Professional Standards

5

What are the seven sections in 'Personal and Professional Standards' in Part 2 of rules of conduct for members?

(SIC SEC C)

1-Service
2-Information to RICS
3-Cooperation

4-Solvency
5-Ethical Behaviour
6-CPD

7-Competence


SIC SEC C

6

What are conflict avoidance professes?

1-Good Management
2-Clear contract documentation
3-Good client/Constructor management
4-Record Keeping

7

What is the spectrum of dispute resolution?

Negotiation
Mediation
Arbitration

8

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

PI
Complaint Handling
Clients Money Handling Procedures

9

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

10

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

11

What do you mean when you say you have compiled an appointment document?

This includes;
1-Who the parties are
2-The services
3-Time scales
4-Dispute procedures
5-PI information

12

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.

13

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.

14

How do you think a good client relationship can be built?

Personal / Output

Provide exceptional coms
Positive attitude

Exceed expectation
Share knowledge

15

Why is a client brief important?

Allows client and designer fuller understanding of the expectations of the project

16

What is the importance of seeking feedback?

Identifies errors, inconsistencies and poor performance = improvement

17

How can you seek feedback?

Post occupancy evaluations

18

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

19

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.

20

43 Baths, why was scaffold required?

The majority of the roof slates had blistered requiring replacement to each pitch. The scaffold was required to enable the works and also appropriate protection during the works.