Client Care

Question 1

Give me some examples of the subject areas of the RICS guidance on complaint handling

Answer 1

• Time frames
• independent redress
• Informing insurers
• RICS involvement

Question 2

Gives me some examples of the subject areas of the RICS guidance on Conflicts of Interest

Answer 2

• definition of conflict
• confidential information maintained
• informed consent

Question 3

Who deals with complaints at your employer?

Answer 3

Complaints handling officer and manager

Question 4

What do you understand is the role of the Locum in respect to surveying practices?

Answer 4

A locum is someone who stands in for a surveyor if unable to work (death or incapacity). Typically a chartered surveyor but could be another professional such as accountant/solicitor

Question 5

Do you have any experience asking clients for feedback?

Answer 5

I welcome feedback throughout the project, but at the end of a project I hold a meeting to review and specifically ask for feedback on the service etc provided

Question 6

Have you an example of meeting your clients needs in one of your projects?

Answer 6

Client had a deadline for completions, we require 24 hour notice, they called me on the morning and I prioritised my calls so that I could fit them in.

Question 7

At the start of a project how do you determine your clients needs?

Answer 7

Pre-start site meeting to discuss programme and goals/deadlines

Question 8

Who are your stakeholders?

Answer 8

Client, builder, end user, architect, employees, Government, local authority, community

Question 9

At Barking the builder did not appear to have an understanding of the clients and your brief. How could you have managed this better?

Answer 9

I would highlight important of the fact even small defects are important

Question 10

At Barking the builder did not appear to have an understanding of the clients and your brief. How could you have managed this better?

Answer 10

I would highlight how smaller defects are as important to achieving the clients brief as the larger defects

Question 11

Can a locum take over running over your firm?

Answer 11

Yes, the locum can do business for you in your absence, within their skill and competence. Ensure smooth running of your business whilst absent.

Question 12

What is solvency?

Answer 12

long term financial stability and companies ability to pay its debts

Question 13

What types of conflict of interest are there?

Answer 13

Party Conflict - duty owed to two firms
Own interest - you brother in law is your manager and handles salaries
Confidential Information - one party needs information, but another party require you to keep information confidential

Question 14

What is the difference between client care and duty of care?

Answer 14

Client care - good relationships, high standard or service, client satisfaction
Duty of care - make client aware of relevant legislation, provide reasoned advice, prevent negligence

Question 15

How did you deal with the complaint regarding the work top?

Answer 15

Explained my decision, Raised to my manager

Question 16

How do you know the difference between what clients need and what they want?

Answer 16

Clients need is standards, clients want is personal choice

Question 17

How do you help the client get what they want without deviating from building regulations?

Answer 17

I come up with possible solutions. Client wanted no stair guarding so it looked clear. I suggested glass guarding in compliance with ADK and BS6262

Question 18

The builder and client may have conflicting needs and you find yourself in the middle. How do you deal with this?

Answer 18

I recommend the builder gives the client what they want, or compromises at least, however as long as they have achieved the minimum standards they don’t have to go above and beyond.

Question 19

What is a due diligence check?

Answer 19

Thorough investigation to identify, evaluate and verify available information on an individual.

Question 20

How would you whistle blow through RICS?

Answer 20

They have the Speaking Up tookit. You can whistleblow through their online form or send an email. Lionheart charity can support you.

Question 21

What are some headings from the RICS Guidance note Clients Money?

Answer 21

Holding Clients Money, Client Money Protection Scheme, Information to Clients, Accounting records,

Question 22

If you’re over worked, what would do?

Answer 22

I would discuss with my manager that I have too much work which means you can’t live up to being a responsible surveyor and provide a good service to your clients in a timely manner. I would ask for a more manageable workload. If he refused I would manage my clients expectations and explain there might be a time delay in responding due to workload or point them to the RICS find a surveyor page if they needed a quicker service.