Client Care - Level 2

Question 1

Tell me about an example of how you have provided good client care.

Answer 1

Being Proactive and advising my clients of any changes to the scope in a timely manner. Offering solutions and advice.

Question 2

Tell me about an example of when you have provided a high standard of service to a client.

Answer 2

I consistently go above and beyond to meet their needs and deadlines.

Question 3

How have you dealt with an unrealistic client deadline?

Answer 3

I explained the reasons for the deadline being unfeasible, proposed alternative timelines, and collaborated with the client to find a mutually agreeable solution.

Question 4

How have you dealt with unrealistic client expectations?

Answer 4

I understand the client’s vision and needs while clearly outlining the scope, timeline, and deliverables.

Negotiating and compromising can help find solutions that meet both parties’ needs, and building trust through clear communication and professional conduct is essential.

Question 5

Tell me about the approach you have taken when dealing with a non-technical lay client.

Answer 5

I prioritize clear, concise communication, focusing on understanding their needs and explaining technical concepts in simple, relatable terms.

Question 6

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Answer 6

I prepare to engage in detailed technical discussions when needed. I will ask for an explanation of anything technical if it’s beyond my area of knowledge, and
I will ask colleagues for second opinions.

Question 7

How have you established a client’s objectives?

Answer 7

I use a combination of proactive communication, clear documentation, and a focus on understanding the client’s needs and expectations.

Question 8

How have you confirmed a client’s brief?

Answer 8

I clearly defined the client’s instructions, established clear communication channels, and recorded the agreed-upon details in writing. This involved discussing project objectives, scope of work, required outputs, deadlines, and reporting format.

Question 9

How have you established a scope of services?

Answer 9

I initially discussed the client’s requirements, understood their needs, and set up a written agreement with terms of engagement.

Question 10

How have you calculated fees for professional services?

Answer 10

I determined the fees based on the level of service needed and the project scope and complexity. I also factored in a reimbursable expense for travel to and from the job site.

Question 11

How have you compiled an appointment document?

Answer 11

I compiled an appointment document by following the RICS guidance on Standard Forms of Consultant Appointment. This took the short form as it was less complicated and a smaller project.

Question 12

How have you established project stakeholders and their status within a project?

Answer 12

I identified key project parties, such as the owner, contractor, designer, and relevant authorities. Then, categorize stakeholders based on their influence, interest, and impact on the project, and develop a communication plan to engage them effectively.

Question 13

How have you set up communication systems with a client and stakeholders?

Answer 13

I identified stakeholders, chose appropriate communication methods, planned your communication strategy, actively listened, monitored and evaluated communication, and ensured transparency and consistency.

Question 14

How have you issued reports to a client?

Answer 14

I clearly define the scope of work, agree on terms of engagement, and ensure the report is compliant with relevant RICS guidelines.

Question 15

How have you dealt with a complaint?

Answer 15

I acknowledge the complaint, investigate it, and potentially offering a resolution.

Question 16

How have you measured KPIs?

Answer 16

Primarily through business analytics and reporting tools.

Question 17

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Answer 17

I identified key themes, objectives, requirements, and potential risks.

Question 18

VDC Project, WA - What steps did you take to define the service scope?

Answer 18

I met with the client and understood their brief, followed up with an email confirming what we discussed and agreed on a set fee.

Question 19

VDC Project, WA - What was included in the service scope?

Answer 19

Included was the scope of work, fees and schedule for the duration of the project. The scope included providing cost management services from inception to completion of the project.

Question 20

VDC Project, WA - What KPI’s were monitored?

Answer 20

I monitored KPIs related to budget variances, cost performance, and project profitability.

Question 21

VDC Project, WA - What mechanisms did you put in place to monitor KPI’s?

Answer 21

I implemented a Specific, Measurable, Achievable, Relevant, and Time-bound (SMART) approach, regularly analyzed data to identify trends, and adjusted strategies.

Question 22

VDC Project, WA - Why are KPI’s important?

Answer 22

By measuring and improving performance, it helps me work efficiently and keep the project on track.

Question 23

Data Center Project, WA - Why did you not identify the potential cost overrun before it was spotted by the client?

Answer 23

It was an OFCI overage. The OFCI procurement team issues us a revised forecast every month, and it became apparent that they made a mistake in forecasting.

Question 24

Data Center Project, WA - What was the issue that you identified?

Answer 24

It was an OFCI forecast that was reported incorrectly.

Question 25

Data Center Project, WA - What was the corrective action plan that you introduced?

Answer 25

I identified it and issued a Contingency adjustment to offset the overage and proceeded as planned. I recommended the OFCI procurement team double-check their work to avoid future mistakes. I documented the complaint in Linesight's complaint log per best practice.