Client Care (Level 2)

Question 1

Who are your clients?

Answer 1

A client as the Entity, individual or organisation commissioning and funding the project, directly or indirectly.

Question 2

What is client care?

Answer 2

• Identifying the client type/genre and the behaviors appropriate to establishing good relationships
• Identifying client objectives to deliver a high level of service
• Encouraging trust
• Clear and concise communication
• Acting with integrity, being ethical and professional (Note - RICS Code of Conduct)
• Being responsive when dealing with complaints and issues

Question 3

How would you establish your client’s objectives?

Answer 3

• Client questionnaire
• KPI’s
• Pre-start meetings
• Benchmarking

Question 4

How do you provide client care?

Answer 4

• Lead by example
• Manage expectations
• Implement lessons learned from previous complaints (if there was one)
• Ensure communication is effective and clear

Question 5

How can you establish good client relationships?

Answer 5

• Managing the client’s expectations
• Act with integrity (Note - RICS Code of Conduct)
• Encourage good communication
• Develop trust and maintain this

Question 6

As a QS, what would you do if the client visits site for the first time?

Answer 6

• Introduce them to the team
• Provide them with a project directory
• Identify their expectations and vice-versa (Set up interim meetings? Manage trackers? Monitor progress?)

Question 7

Give an example of conflict of interest

Answer 7

Definition - Conflict of interest is where your judgement, decisions or actions can compromise/negatively impact another party you are also working on behalf.
Example - Hiring a Sub-Contractor who is a friend/relative and therefore would be favoured in decision making.
Example - Acting for more than one stakeholder on a project

Question 8

How would you deal with a Client who wanted you to pay for services upfront?

Answer 8

• Set up a client account in line with RICS rules of conduct
• Monitor Client financial strength
• Agree with the client a fee schedule and how this would be drawn down
• Issue monthly statements to reconcile the account

Question 9

How is a fee built up?

Answer 9

• Identify the scope of services / client expectations
• Does the client want you to attend meetings?
• How many days / hours working on the project?
• What other requirements do they have? I.e. BoQ’s, measuring, procurement.

Question 10

What is a project brief?

Answer 10

A clear statement of the clients desired level of quality, functionality and cost. Defining a clear scope of service for the team to manage expectations for both parties.

Question 11

What’re client expectations?

Answer 11

Their objectives and requirements. They can be definitive, contractual documents such as ER’s or KPI’s/targets which are pre-determined.

Question 12

What would be included as part of a good client brief?

Answer 12

Project definition, their goals/objectives, programme, budgets, quality requirements and defined project success criteria i.e. KPI’s

Question 13

How would you prepare a scope of services?

Answer 13

• Look at published RICS standard forms of consultants appointments
• Agree the scope of service and fee (and draw down)
• Responsibility matrix
• Understand programme

Question 14

What are KPI’s?

Answer 14

Key Performance Indicators (measurable targets)

Question 15

Examples of KPI’s

Answer 15

• Completion on time
• Number of accidents
• Min. amount of quotes per package
• Min. amount of complaints
• Waste quantities

Question 16

Why would you use a KPI?

Answer 16

To provide quantifiable measurement to assist parties in construction as well as ensure the clients requirements are met and if not, why?

Question 17

What would you do if you saw unprofessional behaviour from an RICS member?

Answer 17

Review the unprofessionalism against the RICS codes of conduct and remind them of their duties as an RICS member. Inform senior staff/RICS if necessary

Question 18

What are the RICS Rules of Conduct & Global Professional and Ethical Standards?

Answer 18

• Act with integrity
• Always promote trust in the profession
• Treat others with respect
• Take responsibility
• Always provide a high standard of service

STIRR acronym

Question 19

What would you do if you received a complaint?

Answer 19

Follow my company’s complaint procedure and act in line with the RICS Code of Conduct (take responsibility and act with integrity)

Question 20

What is your company’s complaints procedure?

Answer 20

I currently work for Telford Homes Ltd (within CBRE’s umbrella) and CBRE’s complaints procedure is:
a) Once written complaint is received to the Compliance Director, CBRE will write to confirm receipt within 7 days - and how they intend to deal with the complaint
b) Within 20 working days, CBRE to contact and inform the outcome of the investigation and the actions taken. If longer is required, CBRE will write to confirm.
c) If, after 8 weeks the complaint has not been dealt with, redress or alternative dispute resolution body CBRE are a member of will be referred to.

Question 21

How are QS’s fee’s collated?

Answer 21

They’re based on project size, complexity, location and the scope of service to be undertaken.
How much resource you need to input to the project (meetings, form BoQ’s, etc.)
BCIS & Fees generally range between 1-2% of project value and percentage is usually higher on smaller projects. Most fees paid in installments or can be hourly based.

Question 22

Name some principles of client care?

Answer 22

• Understanding the client’s requirements
• Understanding different types of clients and how to manage their expectations
• Maintaining professional and in line with RICS Code of Conduct
• Have a complaints handling procedure
• Collect, respond and act on all Client feedback

Question 23

What’s the difference between client care and duty of care?

Answer 23

CC - Acknowledging the client is of prime importance
DoC - Always advise in the client’s best interest even if that contradicts their views

Question 24

What is the RICS complaints handling procedure?

Answer 24

• Clear, transparent, impartial and free of charge.
• Names and contact details of the nominated investigating person must be stated.
• Advise PI insurers of complaint immediately.
• Receive the complaint to the RICS address. Acknowledgement of the complaint is then sent within 7 days and a full response to the complaint is within 28 days. Try and resolve to the clients satisfaction however if not happy still, stage 2 commences.
• Stage 2 takes the complaint to an independent redress provider where the complaint will be reviewed and hopefully agreed.

Question 25

If a complaint cannot be resolved within the 28 day period, who is the complaint referred to in the 2nd / redress stage?

Answer 25

Independent redress provider as approved by the RICS regulatory board / Ombudsman services / Property redress scheme Details of RICS providers can be found on RICS website, through link in complaints handling guidance

Question 26

How can you tell if your client is happy with your work?

Answer 26

Client feedback sheets and details of future work and/or recommendations to other similar firms

Question 27

How do you maintain and promote good client relationships?

Answer 27

Consistently achieve the Client's objectives, keep them informed, develop their trust and tailor to their needs when required

Question 28

What're the different negotiation techniques?

Answer 28

Soft - Avoids conflict and trusts other party Hard - Aggressive and not willing to concede Principles - Decide using merit, being objective (using facts) and relies on respect and professionalism.

Question 29

What is a PQQ?

Answer 29

Pre Qualification Questionnaire - Questions to determine experience, capacity and financial standing of tenderers - Scoring system may be put in place - Info such as: company details, insurances, accounts, policies, etc.

Question 30

What's an ITT?

Answer 30

Invitation to Tender - Allows tenderers to make a formal offer for the supply of goods or services - May follow the PQQ - Should include: project details, form of tender, form of contract, preliminaries, ER's, drawings/spec and programme/timescales

Question 31

What types of insurances would client's require?

Answer 31

All Risk Policies - Covers the cost of unforeseen loss or damage to building works Employers Liability - Compensation if an employee is injured or becomes ill because of work Professional Indemnity - Covers negligence on the part of the service provider, particularly with design

Question 32

What is site investigation?

Answer 32

Investigating the type of development used on the land previously to establish ground conditions, groundwater levels, geology, physical hazards, gases and requirement for UXO Surveys.

Question 33

What are feasibility studies?

Answer 33

Early stage investigations to establish project viability. It considers planning permissions, environmental impact, analysis of budget and site appraisals. Feasibility = Can you do it? Viability = Is it profitable?

Question 34

What is stakeholder management?

Answer 34

Stakeholders are anyone who has an interest in the process or outcome of a project (internal and external) Maintaining a good relationship with those who have an interest in the project is key and can be a difficult process depending on the size, complexity and the stakeholders status.

Question 35

Examples of stakeholders

Answer 35

Direct - Client, Contractor, Contract Administrators, Supply Chain, and Designers Indirect - Local Residents and Local Businesses

Question 36

What is a Power Interest Matrix and what are the key influences of each stakeholder type?

Answer 36

High influence, high interest - Manage Closely High influence, low interest - Keep satisfied Low influence, high interest - Keep informed Low influence, low interest - Monitor (Minimum effort)

Question 37

What is a collateral warranty?

Answer 37

A legal binding document which imposes an extended duty of care between third parties. For example, the Client would have a direct link to a Subcontractor, irrespective if there is no Contract between them

Question 38

What is a performance bond?

Answer 38

Insurance for the client, typically a bank, against the risk of Contractor failing to fulfil contractual obligations - commonly insolvency. It is usually common to be 10% of the Contract value

Question 39

Why is preparing two (or more) cost estimates for your client a good idea?

Answer 39

I could have done exactly what I was asked, pricing the design provided. Instead I used my initiative and went further by providing an alternative, assisting the client in making an informed decision as well as attempting to achieve best value

Question 40

How would you explain to a client what it is that QS's do, what value they provide?

Answer 40

Cost planning, measurement, advice on procurement and tendering, post-contract cost control, contract collation, value engineering and financial management

Question 41

What is stakeholder mapping?

Answer 41

Brainstorming who the stakeholders are Creating a stakeholder power interest matrix to identify who to manage closely and who you can give minimum effort to

Question 42

How do you as a QS undertake anti-money laundering checks?

Answer 42

A QS must undertake checks on clients, which include requesting individuals' ID and proof of address or confirmation of a business's details with Companies House. Copies of this documentation must be kept for five years from the end of the business relationship or completion of the transaction.

Question 43

Do QS's need to have PI?

Answer 43

Yes, all RICS members and firms need to have the appropriate level of PI insurance. Surveyors will need to check if their level of PI covers any future work before accepting the instruction.

Question 44

What is ISO 9001?

Answer 44

A global recognised quality management system to meet customer and regulatory requirements. It's used to improve processes and services.

Question 45

What are terms of engagement?

Answer 45

Each Client instruction must be formalised in writing using terms of engagement. The agreed terms between parties, limitations on liabilities and other caveats such as scope of service, fees, etc. will be noted. A verbal agreement should never be replied upon and should be backed up in writing immediately.

Question 46

How is a procurement schedule/report collated?

Answer 46

A procurement schedule outlines the best procurement route for the Client. It will identify the benefits and drawbacks of each route, with a recommendation evaluating the Client's requirements and which route can provide best value. From a Construction QS perspective, a procurement schedule is used to determine key dates for procurement of packages in line with the programme to ensure no delays. A QS will work backwards from the commencement date to include tender dates, lead times, design periods, etc.

Question 47

What is the project programme?

Answer 47

This document is used to determine the project lifecycle from inception to completion, notably for construction works. It is a tool used by Client's to review progress and can be continually re-scheduled to account for any changes such as delays or additional works. Monitoring the critical path can be an advantageous tool to realise any delays and subsequently utilise any mitigation tools to alleviate or remove this delay.

Question 48

What types of communication systems should be in place with the Client?

Answer 48

Clear and concise communication with the client is a key tool for a good working relationship Types of systems that can be in place: Project directory, organogram to ensure who reports to who, progress reports & regular meetings