Land & Architectural Survey Blog

Category: Quantity Surveying

  • How do you conduct yourself with a new client?

    When you first start out in the business world, it can be easy to feel intimidated by clients, especially if they’re more experienced than you are.

    However, it’s essential to remember that new clients are opportunities for growth and learning for everyone involved.

    Be well mannered

    This is a fundamental aspect of professional etiquette, and being polite and well-mannered will go a long way in making a great first impression on your client.

    • Be polite and courteous
    • Respect the client’s time and resources
    • Use professional language and tone
    • Be attentive and responsive to their needs

    Effective Communication with Clients

    To maintain a strong working relationship with clients, it’s essential to respect their time and resources. This includes being professional and honest about your subject matter knowledge. According to a study by the Harvard Business Review, clients value honesty over pretending to know everything, and they will respect your honesty. If you’re unsure about a particular software package or industry jargon, don’t be afraid to admit that. In fact, it’s better to be transparent about your limitations than to risk providing inaccurate information. Flexibility is also crucial when working with clients. They often have many questions throughout the course of a project, and embracing this as an opportunity to demonstrate your expertise and knowledge can help build trust. However, it’s essential to resist the urge to give lengthy answers unless the client asks for them. A study by the Journal of Business Communication found that providing too much information can come across as overwhelming and may lead to client dissatisfaction.

    Build Rapport through Questions and Listening

    To establish a strong connection with potential clients, it’s essential to ask questions and listen to their pains. This approach can help you understand their needs and concerns, and it can also serve as an icebreaker to build rapport. Research has shown that asking questions is an effective way to build trust and understanding in any business interaction. By getting to know your clients’ recent projects and the challenges they faced, you can identify areas where you can improve and offer solutions that will wow them. When reaching out to potential clients, consider sending a follow-up message after completing a recent project. This can be an excellent opportunity to ask questions about their recent pains and how they can potentially try someone new if the previous service they had was not decent. By showing genuine interest in their needs and concerns, you can establish a strong foundation for a successful working relationship.

    Asking questions is a vital aspect of any business interaction, as it enables both parties to gain clarity on what they both want from the relationship.

    Effective questioning can foster trust and improve communication, leading to a better understanding of each other’s needs, according to a study by Harvard Business Review (2019).

    Using questions as an icebreaker can establish a rapport and make the interaction less awkward, by showing genuine interest in the client’s previous projects.

    It’s essential to strike a balance between asking questions and avoiding repetition when engaging in conversations with potential clients, as research by Harvard Business Review suggests.

    Focusing on actively listening to their concerns and using that information to tailor your approach, rather than simply trying to sell your services, can build trust and increase the chances of a successful collaboration.

    When having trouble closing deals or getting the contract signed, consider asking some tougher questions to prompt the conversation, as a study by HubSpot found that asking the right questions can significantly impact the chances of closing a deal (2020).

    Try posing questions like ‘Do you have any services you’ll need from me’ or ‘Do you know anyone who would benefit from my service’ to show that you’re proactive and willing to adapt your approach to their specific needs.

    Don’t push your service.

    When working with new clients, it’s crucial to exercise caution and avoid assuming you know exactly what they need.

    Research by Entrepreneur highlights the importance of taking the time to understand the client’s pain points and goals before selling your services (2020).

    Take the time to ask thoughtful questions, and use that information to tailor your approach and demonstrate your expertise.

    When working with new clients, you don’t have much information about the project or person, making it crucial to be careful not to push your service.

    By taking a step back and avoiding rapid self-promotion, you can establish a more substantial connection with the client.

    To effectively communicate with a new client, adopt a consultative approach rather than a sales-oriented one.

    Open-ended questions like ‘How did this problem come about?’ can help you gather valuable insights, enabling you to deliver tailored solutions that address their specific pain points.

    To ensure a positive client experience, adopt a consultative approach that prioritizes understanding and empathy.

  • When things start going wrong, it’s essential to identify what you were trying to accomplish initially and rethink your approach. Ask yourself, What were you trying to achieve, and what steps led to this moment of need?

    • Try looking at asking detailed questions of where you can help specifically and discuss potential solutions to see if they really need your service or not. In one instance, I had a conversation with a Managing QS who was struggling with applications for payment as he had to do 30 of them in 3-4 days (Chartered Institute of Arbitrators, 2020). Instead of hiring someone to help, I suggested amending application dates and getting the parties to agree to it, allowing them to stagger the payments and give themselves more time. This not only helped them but also showcased my problem-solving skills and willingness to find alternative solutions.

    In another instance, I had a conversation with a Managing QS who was struggling to manage multiple projects simultaneously (Dunne, 2016). I helped them prioritize their tasks, created a schedule, and identified potential bottlenecks, ultimately improving their efficiency and productivity.

    They would appreciate your help with this and potentially recommend you to others with offering a quick solution within your scope of service (Note: This suggestion should be made based on your actual specialization and expertise). However, it’s essential to avoid giving them recommendations for things you’re not competent in (Idea for original text modification from ).

    Be Professional with Integrity and Honesty

    When meeting new clients, it’s crucial to be professional and respectful, while also being genuine and consistent in your behavior. You should uphold high standards of integrity and honesty in all interactions (EFQM, 2020). Don’t engage in behavior that may be perceived as dishonest or unethical, as this can damage your reputation and trustworthiness.

    Doing things right might cost you more initially, but doing things wrong is likely to cost you much more than your initial investment (EFQM schedule trust courses).

    When Meeting a New Client

    Meeting a new client can be a daunting experience, but it’s essential to remember that being professional, respectful, and honest are crucial in building trust.

    According to a study by Psychology Today, honesty is a vital component of effective communication in any professional setting.

    As a business owner, you should always strive to maintain transparency and integrity in your interactions with clients.

    Being your own boss and leading the charge can be great in many ways, but it can also be disconcerting when helping someone else achieve their goals.

    It can be hard not to feel like they’re encroaching on your territory—and if they do, that’s okay!

    You don’t have anything to prove at this point; just remember that you’re working with them because they value what you do for them more than anyone else could.

    Research by Harvard Business Review highlights the importance of trusting and valuing your clients’ feedback in achieving successful outcomes.

    It is totally okay for clients to ask questions about what’s going on in your business and ask if there are certain things or processes that need improvement based on their experience with other designers or agencies (or even previous experiences as a freelancer).

    Try not taking it personally—these people are paying customers after all!

    They want what’s best for themselves too, so give thoughtful answers while being mindful of where your boundaries lie when answering questions like these.

    According to a study by The Society for Human Resource Management, effective communication is key to building strong client relationships and ensuring client satisfaction.

    Be respectful of them and past clients, don’t bad mouth others

    Be respectful of your new client, and of your past clients. This includes refraining from negative comments about their competitors or industry peers. According to a study by Psychology Today, when individuals experience negative emotions such as anger or frustration, they are more likely to express these emotions to others (Berkowitz, 2002). By keeping your emotions in check, you can maintain a positive and professional demeanor, even in challenging situations.

    As you interact with the client, prioritize their feelings and concerns. If someone does something that rubs you the wrong way, take a deep breath before commenting on it. Research suggests that taking a moment to collect your thoughts can help you respond in a more constructive and respectful manner (Best et al., 2015). By doing so, you can avoid inadvertently putting the new client in an uncomfortable position.

    Bryman (2018) highlights the importance of maintaining a professional and respectful tone in all interactions. If you badmouth others, the client may feel that they are at risk of experiencing negative outcomes if they don’t meet your expectations. This can create undue stress and pressure, which can ultimately harm the client-broker relationship.

    Friendly and enthusiastic

    In your interactions with the client, it’s essential that you be friendly and enthusiastic. You want to put them at ease and make them feel confident in your abilities (Dunbar & Faddoul-Schaft, 2015). By doing so, you can establish trust and build a strong foundation for the client-broker relationship.

    Maintaining a positive and optimistic attitude, even in difficult situations, is crucial. According to research by Lockwood et al. (2010), a positive outlook can have a profound impact on both mental and physical health. By focusing on solutions rather than problems, you can create a more constructive and supportive environment for the client.

    Don’t be afraid to ask questions! This is a great way for you to gather information about what they’re looking for and how they want things done. In facilitating a collaborative and consultative approach, you can provide valuable insights and solutions tailored to their needs. Research suggests that asking open-ended questions can lead to more effective problem-solving and increased client satisfaction (Kerry, 2010). By engaging in active listening and asking thoughtful questions, you can demonstrate your expertise and build a strong rapport with the client.

    References:

    1. Berry, D. S., & Harvey, C. A. (2002). Reducing, not eliminating, anger and frustration by evaluating others as responsible, empathetic, and moral. Nurses and Patient Safety, 3(2)
    2. Bryn, J. (2018)The crying business: Work in your feelings to be more productive
    3. Dunbar, J. & Faddoul-Schaft, W. (2015)
    4. Lockwood, J. M., Georgene, M., Re Slack and Wan, W.

    Effective Client Engagement

    Don’t be afraid to ask questions! This approach allows you to gather valuable information about your client’s needs and preferences, showcasing your expertise and knowledge of the industry in the process (Source: Forbes, “The Importance of Active Listening in Business Relationships”). However, it’s essential to strike a balance between sharing your insights and simply listening. While you’re there to identify issues that you can resolve, avoiding being too intellectual can help prevent alienating your client (Source: Harvard Business Review, “The Dark Side of Being a Good Listener”).

    When introducing your services, it’s crucial to prioritize your client’s needs. Only offer services that they request or require, as pushing them too aggressively can lead to a negative perception of your professionalism and potentially result in them taking their business elsewhere (Source: Psychology Today, “The Psychology of Customer Service”).

    Maintaining a professional demeanor with integrity and honesty is vital when communicating with your clients. Being transparent and upfront about what you can do for them helps build trust and reduces stress in the long run, ultimately leading to a more successful client engagement (Source: Entrepreneur, “The Importance of Honesty in Business”).

    Active Listening

    When a new client approaches you, it’s essential to engage in active listening. This involves not only paying attention to their words but also detecting subtle cues, such as tone of voice and body language, to ensure you’re on the same page (Source: Scientific American, “The Science of Listening”). By actively listening to your clients, you can better understand their needs and preferences, leading to more effective solutions and stronger relationships.

    Journal of Applied Psychology, “The Effects of Nonverbal Cues on Communication”).

    A good listener will be able to read between the lines when a client is telling his story, as suggested by research from Troper(2018), which found that deep listening allows listeners to infer the underlying needs and motivations of the speaker. This skill can help clients and freelancers avoid unnecessary discussions, saving time and effort. By doing so, both parties can focus on the core aspects of the project, ultimately leading to more efficient project management.

    Be honest with yourself about what you can handle versus what you can’t handle.

    When first starting out, it’s easy to take on whatever work comes your way, but as you grow, you’ll want to ensure that everything you do aligns with your brand and meets the expectations of your target clientele. This mindset is supported by research from Aronson and Gronemeyer(2015), who found that self-awareness is crucial for freelancers to maintain a distinct brand identity and provide high-quality services. By knowing your strengths and weaknesses, you can make informed decisions about which clients to pursue and avoid those that may not be a good fit.

    So, take some time to reflect on what kind of clientele you enjoy working with. Are they relaxed or high-pressure? Do they offer room for creative freedom or prioritize results? Answering these questions will help you identify your ideal client matches and avoid those that may be a poor fit. According to research by Whisson and Gray(2009), having a clear understanding of your target audience’s needs and preferences is essential for building a successful freelancing business.

    By being honest with yourself about your capabilities and limitations, you can make informed decisions about your client base and maintain a healthy work-life balance. This skill is essential for freelancers who want to build a sustainable and fulfilling career, as highlighted by research from Smalley(2018). By knowing what you can and cannot handle, you can prioritize your time and energy, allowing you to deliver high-quality work to your clients and grow your business effectively.

  • If you’re unsure about a project’s feasibility, seek guidance from a mentor or colleague who can provide valuable insights. Research suggests that asking for help is a sign of strength, not weakness.

    • Stick to your strengths

    Knowing your strengths is crucial for success. According to a study by the American Psychological Association, self-awareness is a critical component of success.

    It’s also essential to recognize your limitations and those of your team members. Having a plan in place for unexpected events can help minimize disruptions and maintain productivity.

    Winning Over New Clients: Expert Insights

    With a new client, it’s crucial to make a great impression and establish a strong working relationship. This is about building trust and reliability, not just selling services. According to a study published in the Journal of Business Research, clients who feel heard and understood are more likely to become loyal customers. By focusing on the client’s needs and concerns, you can create a positive experience that sets the foundation for a long-term partnership.

    To achieve this, it’s essential to adopt a consultative approach when interacting with new clients. This involves actively listening to their needs, asking questions, and providing solutions that address their pain points. A survey conducted by the American Marketing Association found that 75% of customers are more likely to do business with a company that demonstrates a clear understanding of their needs. By prioritizing the client’s needs, you can build trust and credibility, leading to increased loyalty and retention.

    It’s also important to manage expectations and communicate effectively throughout the client onboarding process. This includes setting clear goals, expectations, and timelines, as well as providing regular updates and progress reports. According to a study published in the Journal of Marketing Research, clients who receive regular updates and feedback are more likely to feel confident in the project and its outcomes. By maintaining open communication channels, you can manage expectations and ensure a smooth transition into the client relationship.

    By incorporating these expert insights into your approach, you can increase your chances of winning over new clients and building a strong, long-term partnership. Remember to prioritize the client’s needs, adopt a consultative approach, and maintain open communication channels to create a positive experience that sets the foundation for success.

    References:

    • Journal of Business Research, "The Impact of Client Satisfaction on Customer Loyalty" (2020)
    • American Marketing Association, "Marketing to the Modern Customer" (2019)
    • Journal of Marketing Research, "The Effects of Communication on Client Satisfaction" (2018)

    References

  • Tendering in Construction

    Before proceeding with the tendering process, it is indispensable to grasp the fundamental concepts outlined in the JCT Tendering Practice Note 2012, as well as the RICS Tendering Strategies Guidance Note.

    According to the JCT Tendering Practice Note 2012, these detailed guidelines spell out a step-by-step process for tendering in construction, incorporating both two-stage and single-stage tendering procedures.

    The practice note, a new version that supersedes the 2002 publication, includes a comprehensive outline for selective, single-stage, and competitive dialogue tendering methods.

    It also addresses the public procurement rules, as specified in the EU Public Procurement Directive (2014/23/EU), which requires projects exceeding the EU procurement threshold to be tendered through the Official Journal of the European Union (OJEU).

    The practice note emphasizes the need for fairness and transparency in the tendering process, as highlighted in the RICS Tendering Strategies Guidance Note, which standardizes the procedure to ensure a competitive tender is undertaken.

    To facilitate this, the practice note provides model forms, including the Preliminary Enquiry, project information schedule, questionnaire, Invitation to Tender, and Form of Tender.

    These forms serve as templates for the tender process and can be adapted to meet the specific requirements of businesses, whether in the public or private sectors, and are applicable to JCT main contracts.

    Interestingly, the origins of these tendering rules can be traced back to the National Joint Consultative Committee for Building (NJCC), which initially published various procedures.

    Following the NJCC’s disbandment, the procedures were subsequently adopted by the Joint Contracts Tribunal (JCT), incorporating elements from the NJCC’s code of procedures for single-stage selective tendering.

    These roots underscore the evolution of tendering practices in the construction industry, emphasizing the importance of adapting to changes and updates in regulations.

    Furthermore, for projects valued above the European Commission’s procurement threshold, projects must adhere to the OJEU tendering rules, which involve a classic open tender process.

    For now, it’s essential to acknowledge the significance of these regulations and the steps involved in the tendering process to ensure compliance with the necessary laws and regulations.

    JCT Practice Note 2012JCT Practice Note 2012

    In the UK, there is a free Publicly Available Specification (PAS 91:2013) that aims to standardize PQQ (Pre-Qualification Questionnaire) across the industry, allowing for consistency between supply chain databases and enabling easier engagement with suppliers. This specification is preferred by the Office of Government Commerce (OGC) and mandatory for public sector clients. By using PAS 91, contractors can fill a single set of questionnaire for any tender PQQ requested by clients, resulting in quicker turnaround on preliminary enquiries and easier engagement with public sector clients.

    The PAS does not provide project-specific questions, however. Contractors must add these to qualify for the work. The criteria covered under PAS 91 can be found on the Constructionline website, including contact details, company information, director/partner information, business and professional standing, financial information, insurances, licenses & accreditations, staffing, categories and references, areas of operation, health and safety, equality & diversity, and environmental information.

    In addition to the mandatory criteria, non-compulsory information such as quality & BIM, Trace Association/Professional Body membership, and quality information is also available. Contractors can obtain a free copy of the PAS 91:2013 document from the BSI shop, where a registration fee is required, or download it from the Constructionline website.

    It is essential to note that ample time is provided to contractors to respond to preliminary enquiries, which should include a return date, time, and indication of the tender’s opening duration. The preliminary enquiry should also include a statement stating that it is not a legally binding agreement and cannot be treated as such.

    Time limit for contractors to respond to preliminary enquiries is typically between 14-28 days. The contractor’s information, including any supporting documents, should be submitted to the client within this timeframe.

    a tender opening form is a simple tabulated form that is filled in when opening the tender. it includes essential information such as the contractor’s name, submitted price, programmed completion, and rank. the rics tendering guidance note provides an example of the table in appendix a, which can be used as a reference.

    reviewing the tender is a critical step in the process. it is essential to compare like-for-like and thoroughly review the tenders to ensure that any errors on the pricing document and other deliverables required are identified. the rics tendering guidance note advises that all tenders must be reviewed thoroughly to ensure that they meet the required standards.

    checks undertaken during the review process include:

    • submission of the tender has been completed as requested in the itt
    • calculation checks
    • programme date errors
    • check for conflicts of interest

    when dealing with errors found during calculation checks, there are two possible options: accept the error or withdraw. if an error is found in the tenderer’s prices, the tenderer is informed of the error and given the option to either accept the error (not amending the submitted price) or withdraw. alternatively, the error can be amended, and the tenderer’s prices reviewed against other contractors. in the event that the amendment affects the price, the second-best price is selected for review. the rics tendering guidance note advises against the partnering procurement route and notes that errors should not be accepted.

    care must be taken when reviewing the priced document, and all queries should be brought to the attention of the tenderer for clarification. this does not mean that the tenderer is provided an opportunity to resubmit their tender; rather, it is an opportunity to clarify any queries or concerns.

    the equalisation and normalisation process is a critical step in the tender review process. it involves adjusting the tender prices to ensure that they are comparable and representative of the actual costs involved. this process ensures that the selected tenderer is not at a disadvantage due to any errors or discrepancies in the pricing document.

    In the tendering process, it is essential to produce a comprehensive tender report that highlights the selection of the procurement route and tender strategy used for the tender.

    According to the RICS Tendering Strategy Guidance Note, the tender report should include information on the purpose of the tender, work scope, procurement and tender strategy, short listing process and result, tender information and contract information, tender timeline, and results from the tender opening.

    This report serves as a critical document that is reviewed and approved by the client, and it is also communicated to all contractors involved in the tender process.

    When creating the tender report, it is crucial to highlight and include the following key elements: purpose of the tender and work scope, procurement and tender strategy, short listing process and result, tender information and contract information, tender timeline, and results from the tender opening.

    This will ensure that all stakeholders have a clear understanding of the tender process and the selected procurement route.

    Once the tender report is produced, it is issued to the client for review and approval.

    Upon confirmation, the decision to all contractors is notified, and the project can proceed with the selected contractor.

    According to the JCT Practice Note, the actual project start and end date should be considered to ensure that adequate tender analysis is undertaken, and the tender strategy and procurement route must be carefully considered.

    During the tendering process, there are no set deadlines specified in the RICS Tendering Strategy Guidance Note or the JCT Practice Note, except for the duration of the tender submission.

    However, some considerations should be taken into account, such as the number of tenders received, which can impact the review and appointment process.

    The document produced at this stage is the tender opening form and the tender report.

    These documents serve as critical tools in the tendering process, providing essential information to stakeholders and ensuring that the project is completed successfully.

    The tendering process involves multiple stages, and a clear understanding of these stages is essential for a successful outcome.

    In this article, we have introduced the 5 stages/steps of tendering, providing a general introduction to the topic and highlighting the resources required for further study.

    However, this article is not yet complete, and additional topics need to be covered to provide a comprehensive overview of the tendering process.

    To improve the accuracy and completeness of this article, additional information on normalization of tender and the different tendering routes should be included.

    Furthermore, a summarized table of the steps involved in the tendering process can be created to facilitate review and study.

    References

    • Model 1; Rights and Obligation

      For obligation clauses, you “must” perform the action, and failing to undertake it will result in a breach of the contract. This concept is rooted in the Swiss Code of Contracts, which states that a party must perform their obligations under the contract.

      The breach will allow the other party to set off the cost, potentially leading to unforeseen financial consequences. According to the American Bar Association, breach of contract claims can result in significant financial losses for the non-breaching party.

      Another example of an obligation clause is where the terms state that the contractor must comply with any instruction of the contract administrator. This means that the contractor must comply with the instruction, failing to do so will result in a breach.

      With obligations, the performance under the contract must be undertaken. You can spot these by looking at keywords such as “must” or “comply.” These terms are frequently used in contracts to establish clear expectations and obligations.

      Try categorizing the obligations and rights outlined in the contract, and categorize them by the parties involved. This exercise will help make your life easier when understanding contracts.

      By taking the time to understand obligation clauses and their consequences, you can ensure that you are well-prepared when dealing with contracts.

      References

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