3. Client Care Flashcards
What is Client Care?
The concept of identifying clients / colleagues / third parties and selecting appropriate behaviour to establish good client relationships.
Who are your clients and how do you identify them?
Consider all stakeholders on a project.
What do you think the principles of client care are?
Identify Clients - existing and new to maintain working relationships and attract new business
Client Types - different types of client and objectives
Communication on projects - ongoing discussion with client on project deliverables and input on project
Behaviours - RICS Code of Conduct and relationships
Client Account Management - structured account management, tracking project developments and client contact away from live projects
Client Feedback - process for collecting and responding to client feedback
Client Business Development Activities - build broader relationships with clients
Complaints Handling Procedure - having this in place to help manage client expectations and relationships
The Briefing Process - defining clear scope of works so that client expectations are met
Can you give me a example of when you’ve provided good client care?
Mange client expectations - 21MR Programme
Seek informal feedback - Yeshiva Information Review
Understand client longer term goals - 21 MR Brief
Respond promptly to clients - All projects
Always obtain confirmation of decisions in writing - 22 Frognal Way
Why manage client care?
Maintaining client relationships = repeat business
Maintaining company and individual reputation
How are firms supposed to look after Clients?
Professional Indemnity Insurance.
The Briefing process
Complaints Handling Procedure.
Handling of Client’s Money if applicable
How do Client’s individual needs vary?
Each client will have different requirements in respect to time, cost and quality
How do you establish a Client’s objectives?
Put self in client’s shoes to really understand needs. Sometimes difficult to understand client needs, which is why briefing process is so important - translate their requirements to ensure project delivery to meet their expectations.
Programme
Deadlines? Allowance for Overruns? Implications?
Budget
Budget? Realistic for Brief? Contingency?
Quality
Quality Aspirations? Achievable through provided Budget? Procurement Strategy?
Health and safety
Reputation implications H&S? Client CDM Duties? Inhouse policies?
Communication and Reporting
Level of Reporting Required? Client Involvement? Point of Contact? Preferred line of communication? Priorities? Key Performance Indicactors?
Compliance
Regulations? Contractual Matters? Client’s Policies? Insurances?
Sustainability
Inhouse Policy? Sustainability Aspirations? Legislation?
Innovation and efficiency
Thinking out the box? Innovative Solutions - repeat business.
Risk
Level of Risk? Risk Quantification? Risk Allocation? Risk Register?
What is a Complaints Handling Procedure?
System dealing with formal complaints against person or company for which there is a formal redress system.
What are the different Scope of Services published by the RICS?
Project Manger Quantity Surveyor Employer's Agent Contract Administrator CDM - Principle Designer Other
What is the advantage of using RICS appointment documents?
Outlines T&C’s Fees, expenses and payment. Professional Liability and requirement for Professional Indemnity Insurance. Collateral Warranties and Third-Party Rights. Termination and Suspension. Dispute Resolution. Execution (Under Hand or As a Deed). Allocation of Risk
Who are Stakeholders?
Anyone who is impacted by the outcome of a project
What are the RICS Global and Professional, and Ethical Standards?
Act with integrity
Always provide a high standard of service
Act in a way that promotes trust in the profession
Treat others with respect
Take responsibility
How can the RICS Global and Professional, and Ethical Standards be used to develop relationships?
These key principles develop good relationships with clients and maintaining trustworthiness.
What is a Complaints Handling Procedure?
System dealing with formal complaints against person or company for which there is a formal system to set right.
What is a Gift & Hospitality Policy?
Company policy for receipt of gifts and hospitality in accordance with the Bribery Act 2010.
What is BTP’s Complaints Handling Procedure?
Complaint not in writing – requested in writing by Project Director.
Within 10-days receipt = written confirmation and invited for further comments.
Within 21-days = written summary from Project Director of outcome.
Unsatisfied = Within 14 days = JB Executive Director – personal review and conclusion.
Unsatisfied = Mediation Centre for Effective Dispute Resolution or RICS
Unsatisfied = Surveyor Arbitration Scheme.
How can you ensure complaints do not occur?
Proactive measures - Client Feedback to prevent complaints, putting in measured to ensure they don’t happen.
Reactive measures - Received Complaints, taking steps to make sure complaint doesn’t occur again.
When should you inform the RICS of a complaint?
When not responded within 28 days or the internal CHP has not worked.
PI insurer should be notified when a complaint is received or PI insurance could be invalid.
How do you check if the Client is happy with the service you have provided?
Client questionnaires.
Repeat business.
Recommendations to others/new clients.
How do you receive feedback from Clients?
Client Questionnaires.
Key Performance Indicators.
How do you act upon feedback from a Client?
All feedback should be formally recorded.
Negative feedback - should be verified and rectified.
Formal approach required - Complaints Handling Procedure.
What insurances would you require if you ran your own RICS accredited business?
Professional Indemnity
Employer’s Liability
Public Liability
What are the different Scope of Services published by the RICS?
Project Manger Quantity Surveyor Employer's Agent Contract Administrator CDM - Principle Designer Other
What is the advantage of using RICS appointment documents?
Outlines key T&C’s to agreement between both parties including:
Fees, expenses and payment.
Professional Liability and requirement for Professional Indemnity Insurance.
Collateral Warranties and Third-Party Rights.
Termination and Suspension.
Dispute Resolution.
Execution (Under Hand or As a Deed).
Allocation of Risk
Who are Stakeholders?
Anyone who is impacted by the outcome of a project
What are some examples of Stakeholders?
Employers Design Team Funders Insurance Companies Shareholders Main Contractor and Sub-Contractors Local Authorities Local community, general public, neighbours Development Agencies
What is Stakeholder Management?
Process of maintaining good relationships with the people who have most impact on your work.
This can be achieved through:
Early involvement to set goals and objectives
Regular contact with clear communication
Managing expectations
Why is Stakeholder Management essential?
Help develop and control relationships with all individuals who are impacted by a project, helping achieve project success and manage expectations.
