During this article we’ll review some practice questions and answers focussing on the Client Care competency which is applicable to all candidates and is required up to Level 2. This means that candidates must demonstrate their knowledge and practical experience of client care which could include understanding a complaints handling procedure, compiling a scope of services or issuing a report to a client. From my experience of helping colleagues pass their APC over the last 9 years, I compiled the following Q&A practice based on past interviews and really hope this helps candidates feel better prepared for their final assessment interview.
The following Questions & Answers are focussed on the Client Care Competency
Question) Please explain your understanding of the term client care?
Answer) The principle of client care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieves value for money. Client care can be provided through professionalism, competence, punctuality, trust, reliability, presentation, regular communication and providing services to a high standard.
Question) Why is Client Care so important for surveying firms?
Answer) The majority of clients for a lot of surveying firms are generated through repeat business from existing clients. Therefore, it is important not only for the client to achieve their requirements but also for the company to encourage repeat businesses where possible. Providing that the Client’s satisfaction is maintained, positive testimonials can be achieved and word of mouth recommendations will be generated which can result in attracting new clients. However dissatisfied Clients can be very damaging as negative feedback and experiences can spread quickly. Providing excellent client care can also reduce the potential for negligence claims to arise.
Question) Please explain your understanding of Client Performance Feedback?
Answer) Client performance feedback is the process of gathering and acting on feedback from the client. This comprises gathering feedback during and after project completion and is usually carried out by an independent person. The feedback sets the standards for the company and identifies areas for improvement. It encourages open discussions with the client to ensure satisfactory service is delivered and that goals are achieved. It also provides an opportunity to gain future work for the company. CPF is usually carried out at regular intervals (3-6 months) to ensure any problems can be identified and rectified as early as possible.
Question) How would you identify the needs of a client?
Answer) I would look to achieve this by holding Client Account Planning Sessions. Each client and project is different and their needs would be assessed on their own merit. This could be achieved by holding discussions regarding project key deliverables and the scope of services required. Reviewing past Client Performance Feedback scores and identifying key areas for improvement can also be useful when identifying the needs of the client. Previous client complaints can also be used to identify mistakes and best practice methods of working.
Question) What is the purpose of a Client Brief?
Answer) The purpose of the client brief is to provide a firm foundation for the initiation of the project. It is a formal statement of the objectives and functional and operational requirements of the finished project. It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference for the team.
Question) Please provide an example of your client care & empathy skills?
Answer) Despite working on multiple commissions I always try to ensure that I prioritise each client’s needs accordingly. My approach is to always make the client feel like their project is the only commission I am working on. Through organisation and communication, I aim to meet the deliverables of each client in advance of the agreed deadlines and am always sure to deliver work to a high standard.
RICS APC Client Care Video Mock Interview Questions
Question) When should you decline an instruction of new work from a client?
Answer) I would need to decline an instruction in the event that there is a conflict of interest, if the appointment would not be in the clients’ best interests, if my firm is not be able to resource the job adequately, if the project is outside of my skillset or if the work in question is unlawful.
Question) What do you need to consider when preparing a fee bid?
Answer) My firm has its own procedure for preparing fee bids, this comprises finding out what the client’s requirement are and identifying whether this is a service that we provide. A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved. There are varying levels of sign off by approved personnel depending on the fee value prior to submission.
Question) What makes up a fee bid proposal?
Answer) A feed bid proposal typically would include:-
- The Executive Summary including reference to the Scope & Solution.
- Identification of the Client’s needs & key deliverables.
- Identification and analysis of Project issues.
- Communication of key Benefits for the Clients.
- References to relevant experience.
- The Conditions of engagement.
- A Methodology.
- An Organogram.
- The proposed fees.
- Supporting CVs.
- References to the project programme.
- Identification of sub consultants.
- A List of quality assurance procedures.
Question) How would you limit the risk of working with a client who may be financially unstable?
Answer) I would use a screening process to check the client’s finances, this could include a company search using the Companies House website to obtain their account information in addition to a Dun & Bradstreet or credit safe credit check. An Internet search using their website could also be undertaken to obtain additional information and to make a judgement on their reliability.
Question) If your client asked you to lower your fees because of their limited funding, how would you respond?
Answer) If a client requested a reduction in fees due to budget constraints, I would firstly reassess their specific needs and expectations for the project. If the required level of service is unchanged from those first anticipated and the expertise, resources and time were calculated correctly then the pricing would need to remain unadjusted. However, I would explore potential ways to accommodate their budget without compromising on quality, such as reducing the scope of work or modifying deliverables to align with their available budget while maintaining their core project objectives. It may also be possible to adopt a phased delivery approach by breaking the project into phases to spread the cost over a longer period of time.
Question) How would you calculate a fee proposal?
Answer) Calculating a fee proposal involves a structured approach to ensure that pricing is fair, competitive and reflective of the required outputs. The process includes understanding the project scope by reviewing the client’s requirements, deliverables and expectations. I would then assess the resource needs by determining the number of personnel required their expertise and the estimated time commitment for each team member. When established I would estimate the fee bid by calculating labour time and costs based on hourly or daily rates for each role involved in the project. Overheads and profit margins would also be added to cover business operational costs, administrative expenses and desired profit margins. Risk and contingency allowances would also be considered to account for unforeseen complexities or delays. Finally I would review the fee bid against current market conditions to ensure competitiveness. Once these factors are considered, the final fee proposal would be prepared with clear breakdowns to provide transparency to the client.
Question) What is your company’s procedure to obtain client feedback?
Answer) Gathering client feedback is an essential part of our continuous improvement process. Our company follows a structured approach that includes regular project reviews every two months by conducting formal review meetings with the client to assess progress, address any concerns and ensure alignment with their expectations. Ongoing informal feedback is also obtained through day-to-day interactions and open communication via verbal discussions and email exchanges to proactively identify any issues and gather client insights. An end of project satisfaction survey at project completion is also carried out to evaluate the client’s overall experience, satisfaction with deliverables and suggestions for improvement.
Question) What is your company’s procedure for complaint handling?
Answer) The complainant is able to make a complaint in writing to our designated complaint handler who will investigate the complaint with all parties involved and advise the complainant of any action taken within 21 days. If the complainant is not satisfied, the complaint is escalated to the Regional Managing Director who will take action and respond within 21 days. Should the complainant remain dissatisfied, the matter can be escalated to the RICS independent redress mechanism.
Question) How do you identify your client’s needs and expectations?
Answer) I am always sure to ask questions and listen to the client on key challenges and issues they are facing. I also use my firms client’s briefing checklist to record and capture their aims and objectives which can help inform and develop the scope of services. There have been times when I have not received an adequate briefing from the client and in these instances I am sure to ask for further clarification on their specific requirements.
Question) How do you establish trust?
Answer) I am transparent and honest about my actions at all times. A personal objective of mine is to learn about my client and their long term objectives in addition to key challenges they are facing. I am sure to only act inside the parameters of my level of expertise and competence and always act in a professional manner and aim to provide a high level of service.
Question) How do you encourage repeat business?
Answer) I provide high levels of service and customer care during projects and regularly obtain feedback and act on this in a prompt manner. I have personally never received a complaint but would deal with any complaints honestly and effectively. I also look to keep in touch with clients even when we have no live projects with them. I also attend business development activities such as social events and CPD’s.
Question) What are the advantages and disadvantages of working from a client’s office?
Answer) The advantages may include establishment of quicker and clearer lines of communication and a better understanding of the client’s culture, needs and expectations. The disadvantages are the loss of technical support from colleagues and a possible isolation from my own organisation’s culture.
RICS APC Client Care Questions & Answers PDF
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RICS APC Q&A STUDY GUIDES
