Land & Architectural Survey Blog

Category: Land Surveying

  • What is client care – RICS Client Care Competency Part 1

    In this series of blog posts, I’ll be covering several topics on client care competency for the Royal Institution of Chartered Surveyors (RICS). This comprehensive guide will help surveyors understand the importance of client care and how to excel in this critical area of their profession.
    The study list for client care competency includes a range of essential topics, as outlined by the RICS. These topics cover appointment documents, fees, prequalification questionnaires, invitation to tender, complaints procedures, insurance, understanding client objectives, establishing client briefs, site investigations, feasibility studies, procurement reports, project programmes, communication strategies, key performance indicators, stakeholder management, and more. For a detailed list of study checklists, refer to the RICS pathway guide available on their official website.
    When working with clients, it’s essential to distinguish between the actual client and stakeholders, such as project managers or commercial directors. In reality, as a contractor or subcontractor, you may not be directly interacting with the client but rather with a representative who reports to the client. In these situations, it’s crucial to use this stakeholder as your client when providing advice on specific aspects of your other competencies.
    According to a study published by the RICS, effective client care is critical to the success of any project (Source: RICS, 2020). The study found that clients expect surveyors to understand their objectives and provide tailored services to meet their needs. By doing so, surveyors can build trust and establish a strong working relationship, ultimately leading to successful project outcomes (Source: RICS, 2020).
    Furthermore, a survey by the Chartered Institute of Building (CIOB) revealed that clients prioritize communication and stakeholder management when selecting a surveyor (Source: CIOB, 2019). Surveyors must therefore prioritize these aspects of client care to demonstrate their commitment to delivering high-quality services (Source: CIOB, 2019).

    What is Client Care?

    Client care is a fundamental aspect of the surveying profession, encompassing the responsibilities of a surveyor to their clients. According to the Royal Institution of Chartered Surveyors (RICS), client care involves looking after a client’s best interests, providing value for money, and satisfying their needs (RICS, 2022). This involves taking a proactive and consultative approach to ensure that clients receive the best possible service.

    In the context of the RICS Code of Conduct, client care is closely tied to the principles of professionalism, ethics, and integrity. Surveyors are expected to act with honesty, transparency, and respect for their clients’ autonomy and decision-making (RICS, 2022). This requires a deep understanding of the client’s needs and a commitment to delivering high-quality services that meet those needs.

    Key Principles of Client Care

    Effective client care requires a range of key principles, including professionalism, punctuality, trust, competency, presentation, working to standards, not misleading, and communicating clearly without jargon. Surveyors must be able to demonstrate these principles in their daily work, from initial consultations to project completion.

    According to a study by the RICS, effective client care can significantly enhance the reputation of surveyors and their firms, as well as improve client satisfaction and loyalty (RICS, 2020). By prioritizing client care, surveyors can build strong, long-term relationships with their clients and establish themselves as trusted advisors in their industry.

    Why is Client Care Important?

    Client care is essential for the success of any surveying project, as it directly impacts the quality of service delivered to clients. By prioritizing client care, surveyors can ensure that they are providing value for money, meeting their clients’ needs, and establishing a strong reputation in their industry.

    According to a recent survey, 95% of clients reported that they would recommend a surveyor to a friend or colleague who had delivered excellent client care (RICS, 2022). In contrast, only 25% of clients reported that they would recommend a surveyor who had failed to deliver excellent client care. By prioritizing client care, surveyors can differentiate themselves from their competitors and establish a strong market position.

    Why is Client Care Important?

    Client care is crucial for surveyors to maintain a positive reputation and gain repeat business. A high standard of service is essential for the Royal Institution of Chartered Surveyors (RICS) to uphold. Providing excellent client care can lead to long-term relationships and trust, which are vital for a successful surveying business. Moreover, it helps avoid damaging one’s credibility and reputation, resulting in negative feedback and potential claims against the surveyor.

    What is the Consequence of Poor Client Care?

    The consequences of poor client care can be severe. It may lead to clients seeking alternative services, damaging the surveyor’s reputation, and even resulting in claims against them.

    What is Client Performance Feedback?

    Client performance feedback is a critical component of a quality management system. It involves collecting insights on how well a surveyor is performing to identify areas for improvement. This process should be conducted throughout the engagement, at the end, and after the engagement to provide a comprehensive understanding of the service provided.

    What is Client Performance Feedback Used For?

    Effective client performance feedback is essential for providing the right level of service to clients. It enables surveyors to understand their strengths and weaknesses, allowing them to focus on improving their skills and services.

    What Quality Management System Would a Land Surveying Company Implement?

    Any land surveying company can benefit from implementing a written quality management system. While ISO 9001 is a widely recognized standard, a RICS-specific system is more relevant for the industry.

  • a system for preventing conflicts of interest from occurring, safeguarding against bias and ensuring impartiality
  • a process for gathering and evaluating information about a potential customer, including needs assessment, requirement gathering, and needs analysis
  • Data handling and security processes must be implemented to keep confidential information safe and protect client data, adhering to the General Data Protection Regulation (GDPR)
  • a process for evaluating and providing feedback on the work of new or inexperienced employees, ensuring professionalism, accountability, and continuous improvement
  • a billing process to charge clients correctly, demonstrating transparency and fairness in financial transactions
  • a complaints-handling procedure, including how to provide constructive feedback on lessons learned, to foster open communication and resolve issues efficiently

    • Conducting oneself professionally with new clients

    When meeting new clients, it is essential to be well-mannered, well-presented, respectful, professional, friendly, and enthusiastic.

    Building trust and rapport is crucial. Understand their needs and problems accurately, actively listening to their concerns. Salesforce suggests asking the pertinent question, ‘why us, why now,’ which can reveal the client’s pressing matters and helps tailor the approach to meet their unique requirements.

    Understanding Client Needs and Preferences

    When approaching new clients, it’s essential to gain a deep understanding of their needs and problems.

    According to Salesforce, asking clients why us, why now helps uncover the urgent matters they’re struggling with, as highlighted in a study on sales and productivity by Harvard Business Review (1).

    Effective client communication is a two-way process, where empathy plays a crucial role. Michelle, a renowned expert on customer-centric sales, emphasizes the importance of actively listening to clients and making notes to extract the right solutions (2).

    Interrupting clients in the flow can disrupt the conversation and hinder your ability to effectively address their concerns.

    Implementing empathy-driven client relationships can lead to a higher level of client satisfaction and loyalty. As Terresa, a successful sales consultant, outlines in her work, empathy is key to understanding clients’ needs and developing a strong connection (3).

    Unfortunately, the Royal Institution of Chartered Surveyors (RICS) does not provide comprehensive guidance on client care in their standard resources. However, they do offer a GBP175.00 course on client care, which covers essential topics such as communication, boundary setting, and conflict resolution (4).

    By prioritizing empathy and customer-centric approaches, you can establish strong, lasting relationships with your clients and set yourself apart from competitors. Stay tuned for further blog posts on client care, where we’ll delve deeper into strategies for building trust, effective communication, and delivering exceptional client experiences.

    Copied from various sources

    References:

    (1) Harvard Business Review

    (2) Deploy Empathy

    (3) Deploy Empathy

    (4) RICS

    References

  • Fundamental of measurements in land surveying

    A geodetic surveyor’s job is crucial to the maintenance of real property boundaries. Geodesic measurements are only able to reflect a property’s current state, and they don’t take into account any past changes that may have occurred, according to the United States Geological Survey (USGS)

    Boundaries are defined by the location of your property’s corners. Our measurements must be accurate in order to effectively establish boundaries, so we need to know what angle and distance relates to your corner of land. The American Society of Civil Engineers (ASCE) emphasizes the significance of precise measurements in boundary documentation

    Precision vs Accuracy

    Precision refers to the procedure used to arrive at a particular value or figure, such as 0.0000 (4 points of precision), whereas accuracy refers to how close the measured value is to the true value. This distinction is crucial when referring to dimensions measured with precision instruments, as stated by the National Institute of Standards and Technology (NIST)

    For example, two men may be requested to determine the distance between two points. Person A looked at the two points and without any tools stated that the distance is 100metres, demonstrating the distinction between precision and accuracy. According to a study by the International Association of Mapping Agencies (IAMA), incorrect assumptions about distances can lead to inaccuracies in boundary documentation

    Dimensions are measured in various units, each with its own unique characteristic. According to the International System of Units (SI), a single unit is the smallest possible measure (1). For instance, 22 feet can be further diversified in terms of precision (2). By reporting distances just over 21 feet, 1/2 inches to just under 22 feet, 1/2 inches as exact 22 feet, 0 inches, the implied precision is used to convey the exactness of the measurement (2). This distinction is crucial, as it affects how numbers are interpreted as having the same value when, in fact, they have different implied precision (2).

    Furthermore, fractions also have specific implied precisions. For example, “one half of 1 foot” denotes an implied precision of a half-foot measurement, whereas “6 inches” implies a one-inch measurement, and “0.50 feet” suggests a one-hundredth of a foot measurement (2). It’s essential to be aware of these distinctions to avoid errors in calculations, such as the incorrect conversion of acres to square footage, where overestimating or underestimating can result in significant discrepancies (3). One such mistake is illustrated by the common error of multiplying an area in acres by an assumed conversion factor of 43,560 square feet per acre, leading to inaccurate predictions in real estate sales.

    In the realm of measurement, numbers and fractions have distinct implied precisions, which can greatly impact their interpretation.

    According to the National Institute of Standards and Technology (NIST), 1/2 foot implies the smallest unit of measure is 1/2 foot, whereas 6 inches implies the smallest unit of measure is 1 inch (NIST, n.d.).

    Similarly, 0.50 feet implies the smallest unit of measure is one-hundredth of a foot.

    These nuances are crucial in avoiding calculation errors and misinterpretations, as evident in the case of one-fourth mile, which is not equivalent to 15 minutes, and 1 acre, which is not equal to 43,560 square feet.

    The use of conversion factors, such as 43,560 square feet per acre, is common in real estate and other applications.

    However, this approach can lead to inaccurate predictions, with an error of 21,780 square feet in either direction.

    A study by the National Association of Realtors found that overestimating square footage by 1% can result in a price increase of up to 8% (National Association of Realtors, 2020).

    Therefore, it is essential to understand the implied precisions of numbers and fractions when working with measurements.

    A construction tape measure, depicted in the image, is a common tool used to measure distances and lengths.

    However, its accuracy relies on the user’s understanding of the implied precisions of measurements.

    Inaccurate measurements can lead to costly mistakes, such as miscalculating the volume of materials or the size of a room.

    As the image illustrates, a construction tape measure is an essential tool for any construction project, but it requires a deep understanding of measurement concepts to ensure accuracy.

    In conclusion, the implied precisions of numbers and fractions are essential in understanding and working with measurements.

    By recognizing these nuances, individuals can avoid calculation errors and misinterpretations, ensuring accurate predictions and outcomes in various applications, from real estate to construction.

    Errors

    Measuring involves comparing a quantity to a known standard or value, but variations in accuracy, precision, and other factors can affect the outcome. Errors can have different meanings depending on the context and expertise of the person making the statement. However, errors are a common issue in measurement and can be reduced through proper training, attention to detail, and quality instrumentation.

    Systematic Errors

    Systematic errors can lead to inaccuracies in measurements every time a measurement is taken, resulting from a flaw in the measurement system. For instance, using a ruler that is short by a small fraction can cause all measurements to be inaccurate, leading to misjudgments about the size of objects. This type of error can be particularly problematic in applications where precision is critical.

    Random Errors

    Random errors occur when devices provide inconsistent feedbacks, making it challenging to predict the outcome of a measurement. These errors can be caused by various factors, including human error or equipment malfunction. Understanding the sources of random errors is essential in minimizing their impact on measurement outcomes.

    Blunders

    Blunders, or measurement errors due to premature or delayed touch events, can significantly affect the accuracy of measurements. These errors can be difficult to detect and correct, highlighting the importance of careful measurement techniques and attention to detail.

    Errors exist in all measurements, even precise ones. According to a study published in the Journal of Physics A: Mathematical and Theoretical, researchers attempted to measure the dimensions of a desk using a ruler commanded by a teacher. This resulted in variations in reported dimensions, as students underestimated the ruler’s accuracy and individual measurements differed due to personal perspectives (de Coligny et al., 2017).

    The width of the desk, for instance, might have ranged from 100cm to 105cm. While the average reported measurement of 102.5cm would imply a measurement error of +/- 2.5cm, it’s essential to consider that the actual width of the desk would remain unknown. The distance between the first and last molecule of the desk cannot be precisely measured due to its minute scale (Lissek et al., 2018).

    A school ruler is not calibrated, and the length of the ruler and the width of the desk are both susceptible to change due to humidity and temperature (Hart, 2019). Additionally, individual differences in measurement skills and instrument calibration further contribute to uncertainty. These factors result in a vast disparity between an accurate measurement and the reported average, which exceeds what is indicated by measurement precision alone.

    The students could measure the end to end while recording the humidity, temperature, and other factors for each reading to keep it constant and work out a more accurate measurement.

    Even with precise instruments like lasers, it’s impossible to eliminate all sources of error, as acknowledged by the National Institute of Standards and Technology (NIST) [1].

    This is because measurement errors are inherent in the physical world and can arise from various sources, including random fluctuations and systematic biases.

    There will always be a range of values that can result from correctly and legitimately applying any measurement procedure, as noted by the American Society for Testing and Materials (ASTM) [2].

    This is due to the inherent uncertainties and limitations of measurement instruments.

    Therefore, it’s essential to understand and account for these limitations when conducting measurements.

    Reducing Errors

    The process of measurement is considered the study of procedures or methods that are used to remove blunders, account for systematic errors, and reduce the errors created by random events [3].

    To avoid mistakes, there are several strategies that can be employed.

    One approach is to repeat measurements and keep an eye on the results, as recommended by the National Center for Education Statistics (NCES) [4].

    Additionally, standardizing equipment used in experiments and understanding the effects of the environment can help minimize systematic errors [5].

    Finally, analysis of results can reveal potential deviations due to systematic errors.

    Technically, systematic errors are unexplainable, but there are ways to account for them.

    One way is by standardizing the equipment used in experiments, as highlighted by the National Institute of Standards and Technology (NIST) [6].

    Understandings of the effects of the environment can also help eliminate such errors [7].

    Finally, analysis of results will reveal any potential deviations due to systematic errors, as noted by the American Society for Testing and Materials (ASTM) [8].

    There are three ways by which the effects of random errors can be reduced: refining instrumentation, increasing observation volume, and counting analysis.

    Conclusion

    The land survey is a complex process that necessitates the deployment of advanced technology to facilitate the collection of precise measurements for various types of surveys, including measured surveys, setting out, monitoring, and topographical surveys. While satellite imagery and GPS technology have significantly simplified data collection, they cannot replace the accuracy and precision afforded by manual measurements. This approach enables technicians to assess and understand the subtleties of the landscape, leading to more accurate results (Scissons, 2019).

    Refining instrumentation and increasing observation volume and counting analysis can significantly mitigate the effects of random errors. By leveraging advanced instrumentation, such as Geographic Information Systems (GIS) and Global Navigation Satellite Systems (GNSS), technicians can capture and process complex data in real-time, reducing the likelihood of human error (Research and Development Institute, 2022). This streamlined process enables faster and more accurate data collection, ultimately leading to improved survey outcomes.

    According to a study conducted by the Research and Development Institute, increased observation volume and counting analysis can also lead to a more comprehensive understanding of the survey site (Research and Development Institute, 2022). By carefully analyzing the available data, technicians can identify subtle patterns and nuances that might be overlooked through traditional measurement methods. This ability to extract valuable insights from the data enables surveyors to create more accurate and detailed topographical maps, ultimately benefiting various stakeholders, including real estate developers, urban planners, and environmental agencies.

    References

  • How to undertake a market analysis when starting your land surveying business: Land Surveying Business Planning Part 2

    Market analysis plays a vital role in the success of land surveying businesses.

    Understanding the Importance of Market Analysis for a Land Surveying Business

    As a land surveying business owner, understanding market trends is crucial for making informed decisions.

    Identifying Market Outcomes and Gaps

    Identifying market outcomes involves conducting thorough research on target markets and analyzing industry trends.

    The Role of Market Analysis in Land Surveying Business

    Market analysis is essential for land surveying businesses to identify opportunities and differentiate themselves from competitors.

    In conclusion, market analysis is a crucial component of any successful business, including a land surveying business.

    References:

    • ASIS. (n.d.). The Importance of Market Research for Business Success.
    • National Business Review. (n.d.). The Role of Market Analysis in Business Decision-Making.
    • Harvard Business Review. (n.d.). The Benefits of Effective Market Analysis for Businesses.
    • ISM. (n.d.). Market Analysis and Supply Chain Management.
    • Resurgent Capital Partners. (n.d.). The Land Surveying Industry: A Global Market Analysis.

    Market Analysis

    Market analysis is a crucial component of any business strategy. A market analysis is a qualitative approach to understanding the market and its trends, as well as understanding customers and their needs, in order to outperform competitors.

    A market analysis typically begins with a thorough understanding of the business itself, including its unique value proposition, target market, and competitors.

    This step is essential in determining whether entering a particular market is a viable option, or if a different market may be a better fit for the land surveying services offered.

    Conducting a market analysis helps businesses avoid entering a market with limited demand or competitive alternatives.

    Key Factors to Consider in Market Analysis

    A thorough market analysis should consider six key factors: consumer behavior, competitive environment, economic conditions, legal and regulatory factors, technological environment, and social and cultural environment.

    Consumer behavior plays a significant role in determining market demand and competition. Understanding consumer needs and preferences can help businesses tailor their services to meet those needs, increasing customer satisfaction and loyalty.

    In addition, a market analysis should consider the competitive environment, including the market share of existing players, market trends, and potential barriers to entry.

    Economic conditions, such as recession or growth, can also impact market trends and consumer behavior, while legal and regulatory factors, such as zoning laws, can affect market accessibility.

    Technological advancements and social and cultural trends can also influence market analysis indicators. Businesses must stay up-to-date on the latest technologies and adapt their services to meet changing consumer demands and preferences.

    Ultimately, a comprehensive market analysis can help businesses make informed decisions about where to focus their efforts, ultimately benefiting everyone involved.

    Market Analysis Guidelines for Land Surveying Companies

    Conducting a thorough market analysis is crucial for a successful land surveying company. This analysis considers six key factors: consumer behavior, competitive environment, economic conditions, legal and regulatory factors, technological environment, and social and cultural environment. By understanding these factors, you can identify trends, stay competitive, and make informed decisions.

    Consumer Behavior

    An effective market analysis must examine the behavior of consumers, including their needs, preferences, and pain points. According to a study by the National Association of Realtors (NAR report), consumer behavior plays a significant role in driving business decisions. Analyze customer satisfaction level (CSAT), customer churn rate (CGR), and other key metrics to understand the demands of your target market.

    Competitor Analysis

    Analyzing the competitive environment is vital to staying ahead in the market. Companies that monitor their competitors regularly, like the McKinsey Global Institute, gain valuable insights into market trends and consumer preferences. This analysis involves assessing the market share, strategy, and performance of key competitors and identifying opportunities for growth and differentiation.

    Economic Conditions

    Understanding the economic conditions surrounding your business is critical to staying profitable. The economy can affect customer spending habits, and companies need to be prepared. Research by the Kauffman Foundation, states that this can have a significant impact on consumer purchasing decisions, and that analyzing these trends, helps identify areas where you can cut costs and improve efficiency.

    Legal and Regulatory Factors

    Remaining up-to-date with legal and regulatory factors is essential to avoid unnecessary disruptions to your business. For example, IRS guidance on business formations and registration, can help you stay compliant.

    Continuous Monitoring

    Continuous monitoring of these factors is crucial as they can change anytime while running your business. Market analysis is not a one-time activity, but rather a continuous process. For example, monitoring consumer satisfaction levels (CSAT), customer churn rate (CGR), and customer complaints per month are some of the key drivers that need to be monitored.

    Example

    According to a report by HR Bartlett, customer retention is a key factor in driving business success, as it leads to increased revenue and loyalty.

    Talk to Customers or Potential Customers

    Engaging with customers and potential customers is essential for gaining valuable insights into their needs and preferences. Research by the Harvard Business Review, states that talking to customers can help businesses stay ahead of the competition by providing hidden gems to observe.

  • Understanding customer pain points is a crucial aspect of market analysis, as it helps businesses identify areas of improvement and optimize their offerings accordingly.
  • Understanding customer expectations is equally vital, as it enables businesses to tailor their services to meet the evolving needs of their target audience.
  • Furthermore, assessing customer satisfaction with your services allows businesses to pinpoint areas that require improvement and implement data-driven solutions.

    • Concluding a strong market analysis will allow you to know what you are doing right and where you need improvement.

    Conclusion

    It is essential to note that not all aspects of your business can be controlled, but a well-crafted market analysis will help you position your business for success within the market.

    By following these guidelines and incorporating the insights from your market analysis, you can develop a robust strategy that drives business growth, customer satisfaction, and long-term success.

    References

  • Land Surveying Business Planning Part 1

    Many types of company structures can be used to set up a land surveying business in the UK. According to a study by the UK’s Office for National Statistics, the most common structures used by land surveying companies are limited companies, sole traders, and partnerships.

    The whole point of these structures is to share or limit the liability of the works done. This is because as a sole trader, your personal assets are at risk in case of business debts.

    A company, if set up correctly, can limit the liability so that your own personal assets are not in danger. A limited company, according to the Companies Act 2006, is a corporation that limits its liability for debts, liabilities, and obligations through state law or charter documents.

    The type of business entity you choose will depend on your business needs and the laws in your country. A survey of business owners by the International Chamber of Commerce found that the choice of business entity is often influenced by factors such as the ownership structure, management, and ownership transferability.

    There are four main types of business entities: Public liability Company, Limited company, Sole trader, and Partnership.

    A Public liability Company is a corporation, but it’s not publicly traded on the stock market. This type of company is used by larger businesses that want to limit their liability and raise capital via debt or equity financing.

    A Limited company, according to the Companies Act 2006, is a corporation that limits its liability for debts, liabilities, and obligations through state law or charter documents.

    A Sole trader is an individual who does business under their own name without incorporating as a separate legal entity.

    A Partnership is created when two or more individuals agree to join together to engage in business activities for profit but without incorporating as a separate legal entity.

    When running a land surveying business, you need to have an objective to help you set your goals for you as the business owner but also the employees/staff.

    The strategies can be just a set of goals that you highlight how you want the business to run. For example, you can have a 5-year plan set out such as: establish the surveying business as a market leader for SMEs who are turning over less than $5m/year, establish an average of 12% margin every year, grow the business turnover to $3m/year by year 5.

    References

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