L2 - Client Care Flashcards
(34 cards)
Tell about why it is important to develop long-term client relationships.
Large proportion of projects are ‘won’ through repeat business.
Tell me what a stakeholder is and about the different stakeholders you have come across in your role (7)
A stakeholder is someone who has an interest in the project.
1) Client
2) Council
3) Operators/ End Users
4) Consumers
5) Team members
6) Funders/ investors
7) Media
8) (Sub)Contractors
Tell me about how you have tailored your client care to one of the different types of stakeholders.
To a particular Client that has not undertaken a Construction project before, I have tailored my approach to them in a way that they can understand. I ensured the terminology of tender reports were explained so they could understand recommendations.
Why is it important to you to set objectives? (3)
1) To ensure these are achievable.
2) To measure against during the project for progress.
3) Can be benchmarked against in future projects.
Tell me about your duty of care towards your clients (7)
1) Ensure a complaints handling policy is in place.
2) Ensure to stick to my scope of service.
3) Be honest with Clients
4) Transparent around fees and appointments.
5) Ensure records are being taken.
6) Ensure data systems are up to date and in line to meet client requirements.
7) Clarity in the next steps, costs and timescales.
How do you define your scope of services within the limits of your competence and PI insurance?
Make it clear within the terms and conditions.
How do you set fees?
- Understand Client requirements and project details
- Identify who will need to be involved to deliver the service
- Assess duration
- Apply hourly/ daily/ weekly rate against each activity
- Review fee against the project budget (as a check)
Have you used standard forms of appointment?
Yes but tailored to suit requirements.
What mechanisms are contained within an appointment document? (5)
1) Payment
2) ADR/ Arbitration/ Litigation
3) PI for all businesses
4) Additional services
5) Termination
How are stakeholders identified?
Anybody with a direct or indirect interest in the project or can influence a project.
How do you establish stakeholders status within a project?
By determining how reporting to or from them will be included as part of the project.
Explain formal communication systems with clients and stakeholders you are aware of.
Email, phone, letters, face-to-face.
What KPIs might you agree with a client to monitor performance? (7)
1) Cost
2) Programme
3) Defects/snags
4) Profitability
5) Health and Safety scores
6) Environmental scoring
7) Local labour employment
What KPIs might you agree with a client to monitor performance? (7)
1) Cost
2) Programme
3) Defects/snags
4) Profitability
5) Health and Safety scores
6) Environmental scoring
7) Local labour employment
How do you gather data during the inception stage of a project, including client briefings and site based information?
1) Previous experience
2) Stakeholder engagement
3) Community engagement
4) Data collection sources (BCIS)
5) Site information provided by the existing tenant/ user/ previous clients.
Explain what BS EN ISO 9004 relates to.
Self assessment quality tool to enhance an organisations success in regard to management.
What is the definition of a Key Performance Indicator (KPI)?
Measure success against a set of targets.
Tell me about an example of how you have provided good client care. (CC)
Calderdale Tender Report
When a delay had occurred gathering tender analysis and tender queries, this meant the Client was not going to receive the tender report on the date set. I wrote to the Client explaining the circumstances and stated I will give an update of the known facts on the due date and aim to deliver the tender report within 24 hours of the original due date.
Tell me about an example of when you have provided a good standard of service to a client.
Hilton Leeds
When referring a Structural Engineer to the Client to undertake some investigation works on a Hotel, I did this in the best interest of the Client as I know they deliver a good and timely service and costs are reasonable. There were no financial benefits to the firm included in this referral.
How have you dealt with an unrealistic client deadline?
I clearly identified the current workload internally to a senior manager and what the Client was expecting. I explained to the Client I must uphold a good standard or service and attempting to issue the work for this deadline could jeopardise this. I requested if there was something else that I could do to up ease the time frames allowing more time to complete the work.
Tell me about the approach you have taken when dealing with a non- technical lay client.
Lords Hall
Explaining all technical areas in layman’s terms. Walking them through each stage of the project.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
Use technical language to communicate including abbreviations etc.
How have you established a client’s objectives?
Discussion with the Client regarding aims, objectives, budget and programme.
How have you confirmed a client’s brief?
Reviewing tightly with the Client during the early stages and appraising the different options available.
