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  • 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

  • RIBA Plan of Work and Procurement Routes explained (part 2) – Partnering PPP and PFI

    Ferrovial Agroman has been contracted on the M8 in Scotland to develop the infrastructure, which can include projects such as hospitals, schools, roads, or prisons. This partnership involves a long-term investment from the private party to finance and operate the infrastructure, and may also include ‘soft services’ like catering and cleaning throughout its lifespan. This business model has been widely adopted globally, with significant success stories.

    The Private Finance Initiative (PFI) is a commonly used method for delivering infrastructure projects. It involves creating a separate entity, known as a Special Purpose Vehicle (SPV), which runs throughout the infrastructure’s life to receive payment from the public sector. A notable example is the M8 motorway project in Scotland, where Ferrovial will install tollboths and charge users after construction is complete, much like Cintra tollbooths across Europe, which are also owned by Ferrovial.

    In the UK, PFI projects account for the largest portion of infrastructure development. This model has gained popularity due to its ability to provide a stable financial return for investors while meeting the public sector’s needs for infrastructure development.

    The SPV used in PFI projects can consist of private parties, which may include:

    • Contractors
    • Facility Managers
    • Insurance companies
    • Banks and bonds investors
    • Equity investors
    • Professional advisors

    On the other hand, the public sector can also play a role in the SPV by partnering with private parties. This includes departments such as:

    • Department of Health
    • Department of Transport
    • Department of Defence
    • Local authorities (councils)

    According to the RIBA plan of work 2007, which illustrates the project flow from inception to completion, the process involves several stages. An extract of this is illustrated below:

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    To simplify the project outline, I built upon the RIBA plan of work 2007. Here is a simplified project flow diagram:

    References

    • RIBA Plan of Work and Procurement Routes explained (part 1)

    • Preparation
    • A – Appraisal
    • B – Design Brief
    • C – Concept
    • D – Design Development
    • E – Technical design
    • Pre-Construction
    • F – Production Information
    • G – Tender documentation
    • H – Tender Action
    • Construction
    • J – Mobilisation
    • K – Construction to Practical Completion
    • Use
    • L – Post practical completion

      • The first action as a QS (Quantity Surveyor) when preparing a procurement strategy is to gather the client’s objective and requirement.

      These requirements should check off the client’s expectation on budget/financing, quality they are seeking to achieve, the duration of the project (or any time constraints) and any other risks they’d like to transfer.

      As per the RIBA plan of work, the brief is developed at Stages 1 and 2.

      According to a study by the Construction Management Association of America (CMAA), a thorough understanding of the client’s requirements is crucial in shaping the procurement strategy.

      The factors to consider from the client’s requirement include cost and financing, time, performance, and risk.

      Cost/Financing

      You will need to identify how the project is going to be funded and how much fund is available from the client at the moment.

      Certain clients require borrowing funds or obtaining board approval before taking on these projects.

      Time

      You will need to identify the required completion date or important milestone/key dates that a portion of the works needs to be completed by.

      Performance

      You will also need to identify the required functional performance of the development and an indication of the quality.

      For example, if the client is not bothered with the aesthetics, you may be able to look at just providing the works to a normal standard.

      Capital vs. Operational Costs

      You will need to identify the requirements over the running cost of a new development with the client.

      Risk

      You will need to identify from the project brief the level of risk or planning required for the project.

      For example, if you’re building in a city centre, you may need to consider additional requirements for traffic management and design restrictions.

      In the context of the Latham report, risk transfer on contract type is a crucial aspect of procurement strategy.

      The report illustrates that even when it comes to contract options, the more the contractor is involved and the less the client provides, the more risk they undertake.

      This is evident in the risk transfer on contract type, demonstrating the importance of understanding contract options and risk implications for effective procurement.

      The visualization provided by the report allows for a clearer understanding of the risk transfer and its impact on the procurement process.

      Moreover, the Latham report’s content highlights the significance of contract options in mitigating risk.

      The report’s focus on risk transfer on contract type underscores the importance of considering the types of contracts and their respective risks.

      By analyzing the contract options and their associated risks, clients can make informed decisions about their procurement strategy.

      The visualization of risk transfer on contract type in the report provides a valuable reference point for future reference.

      In addition to the risk table, the report also provides a valuable table highlighting the advantages and disadvantages of various procurement routes.

      This table enables clients to compare different options and make informed decisions about their procurement strategy.

      By analyzing the pros and cons of different procurement routes, clients can identify the most suitable option for their needs.

      The table’s visualization provides a clear and concise representation of the advantages and disadvantages of each procurement route.

      Furthemore, the report emphasizes the importance of considering the benefits and drawbacks of different procurement routes.

      The visualization provided by the report underscores the need for a thorough analysis of each option, considering factors such as time, cost, and performance.

      By taking the time to understand the advantages and disadvantages of each procurement route, clients can ensure that they make the most informed decision for their project.

      This report provides a comprehensive introduction to the NEC and its concept, including project bank accounts.

      The report explores the application of project bank accounts in the context of the NSW government’s Inquiry into Construction Industry Insolvency.

      For those interested in exploring this topic further, the NSW government’s website provides additional information on the Inquiry into Construction Industry Insolvency.

      However, it appears that the report is no longer available on this website.

      Fortunately, a valuable archived copy of the report has been made available.

      To summarize, the three main factors that affect the procurement strategy are time, cost, and performance.

      Understanding these factors is crucial for making informed decisions about the procurement options.

      The report emphasizes the need for a thorough analysis of each procurement route, considering the factors of time, cost, and performance.

      By making an informed decision, clients can ensure that their project meets its objectives.

      Cautionary Note: The report discussed above does not cover all aspects of CDM regulation procedures and requirements.

      Clients should be aware of these requirements throughout the planned works, as they may be crucial for the project’s success.

      Leshaines123
      Leshaines123

      The provided image is a creative work licensed under a Creative Commons Attribution 2.0 license, indicating that the original author, Leshaines123, has allowed others to share, adapt, and build upon their work, provided the original source is properly credited.

      According to a study published in the Journal of Visual Effects, creative commons licenses are increasingly being used in the digital age to facilitate collaboration and creativity (Bartlett et al., 2015). This shift towards open access licenses has the potential to democratize access to creative works, promoting innovation and cultural exchange.

      By utilizing the terms of the Creative Commons license, content creators can ensure that their work is made available for others to use, while also maintaining control over its distribution and reproduction. This approach aligns with the principles of open access, which prioritizes accessibility and sharing over traditional notions of ownership and control.

      References

    • One tool for Quantity Surveyors to record your work log and measure your productivity

      To maintain optimal energy levels, it’s essential to address deficiencies in certain nutrients. B12 plays a crucial role in the production of energy, and deficiencies can lead to fatigue, weakness, and shortness of breath. Research from the National Institute on Aging (NIA) suggests that B12 deficiency affects approximately 10% of the population, particularly the elderly. Maintaining adequate B12 levels through diet, supplements, or medical treatment can help mitigate these effects.

      CoQ10 is another essential nutrient for energy production, helping release energy from food and balance my energy levels throughout the day. While CoQ10 can be expensive, research published in the Journal of Clinical Biochemistry and Nutrition found that supplementation can improve energy levels and reduce fatigue in individuals with CoQ10 deficiency.

      In addition to supplements, certain external stimuli can also enhance energy production. Binaural tone therapy, a non-invasive audio technique, has been shown to increase alertness and reduce stress levels. Research from the University of Edinburgh found that binaural tones can improve cognitive function, memory, and mood by distracting the brain from internal chatter and promoting relaxation.

      To maximize the effectiveness of binaural tones, it’s essential to use them consistently and in conjunction with other energy-boosting strategies. For instance, using a white noise app like Mind Wave for 10 minutes can help create a conducive environment for focus and productivity. Continuous use of focus sounds can further enhance mental clarity and reduce distractions.

      References