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Building Surveying APC > Client Care > Flashcards

Client Care Flashcards

1
Q

What is client care?

A

The process of identifying clients and their behaviours to build a rapport. Including analysing the needs of the client.

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2
Q

Why is client care important?

A
  • Promotes trust in the industry and company
  • Maintains client relationships to help build business
  • Maintain a reputation in the industry
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3
Q

What are the different types of clients?

A
  • One off clients
  • House refurbs/Residential
  • Private sector
  • Public sector
  • Commercial clients
  • Developers
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4
Q

What needs to be considered when preparing a fee quotation?

A
  • Scope of service
  • Terms of payment
  • Complaints handling procedure
  • Property details
  • Client details
  • Limitations
  • Exclusions
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5
Q

What are the rules firms relating to complaints handling ?

A

This can be attributed to many of the rules. One example includes :

Rule 5 - Members and firms must act in the public interest, take responsibility for their actions and act to prevent harm and maintain public confidence in the profession.

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6
Q

If a complaints letter landed on your desk what would you do ?

A

I would pass this to the complaints handling officer and make a note of this including date, time , witnessed etc.

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7
Q

How would you operate a effective complaints procedure ?

A
  • Ensure the process is quick, clear and transparent and impartially implemented
  • Must be free and include and independent ADR mechanism approved by the regulatory board which should be detailed on all terms of engagement.
  • Create a complaints log, acknowledge recipient within 7 days and investigate within 28 dates
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8
Q

What is the reasonable time to resolve a complaint?

A

Within 28 days. If this is not resolved during this period, it may be necessary to take the complaint to a redress panel – Surveyors Arbitration Scheme, financial ombudsman, property ombudsman, CEDR.

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9
Q

Are you aware of the RICS document in relation to complaints handling ?

A

Guidance Note - Complaints handling 1st edition, July 2016

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10
Q

What is a client brief?

A

A recorded document that helps in guiding and animating any project. The brief explains the ins and outs of a project to the agent who is responsible for achieving the goals and targets.

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11
Q

What is a framework agreement?

A
  • Framework agreements allow client’s that are consistently instructing construction work to invite tenders from contractors to be carried out over a prolonged period of time on a call off basis as and when required.
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12
Q

What is a client brief? What kinds of things would you expect to find in a client brief?

A
  • It is a formal statement of the objectives and functional and operational requirements of a finished project.
  • It needs to be in sufficient detail to enable the integrated project team to execute the specification and detailed deign of the works and may include:
  1. ESG requirements.
  2. Level of finish.
  3. Fit out requirement - CAT A / B etc.
  4. Budget.
  5. Any time restrictions.
  6. End user.
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13
Q

What RIBA stage would you develop the client’s brief?

A

Client brief approved and confirmed that it can be accommodated on site is a stage outcome for stage 1 of the RIBA plan of work

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14
Q

What is your firm’s complaints procedure?

A
  • Person who receives the complaint is to document it if made in writing including the time and date, but if made orally they must create a written record and then confirm with the person making the complaint that it is correct.
  • Complaint is then handed to the job director who will pass it to our complaints handling officer Alex Brown, a Director in our Bristol office.
  • The complain will be reviewed and considered as soon as possible, but a full response or update with the progression of the complaint is to be given to the individual within 28 days.
  • If an agreement cannot be made on how to solve the complaint then they individual has the opportunity to refer it to the Centre for Effective Resolution
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15
Q

What is in a precis of works?

A
  • A list of works for a project that have been identified to meet the client’s brief.
  • Also includes optional works that the client may wish to consider such as ESG work items.
  • Precis of works is prepared during Stage 2 of RIBA - Concept Design.
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16
Q

What costs did you tell your client that they should expect to recover? What was the settlement figure?

A
  • Contractual claim: £160K
  • Estimated settlement: £85K
  • Items that contentious / considered may fall away: Carpets were bespoke but in good condition (£7K), asbestos roof cleaning works (£9K), schedule of condition (£15K).
  • Negotiation details: Issued priced specification and updated the Scott schedule with tendered costs to show what works were to be done. Tenant elected to strip out warehouse mezzanine.
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17
Q

Why was the settlement slightly higher than anticipated?

A
  • Claimed for replacement of bespoke carpets - even though in good condition - tenant may have argued they are in good repair and condition in accordance with their repair covenant.
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18
Q

What lease covenants did you reference when checking the standard of the tenant works at leatherhead?

A

Reinstatement - if reasonably required to do so by the landlord, remove and make good any alterations and additions made to the premises during the term and reinstate the property to the landlord’s reasonable satisfaction.

Repair - No worse state of repair than that evidenced in the schedule of condition appended to the lease.

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19
Q

Are you aware of the RICS document in relation to complaints handling ?

A

Guidance Note - Complaints handling 1st edition, July 2016

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20
Q

What document are you aware of in relation to handling client money?

A

RICS Professional Statement - Client Money Handling

21
Q

If a client was prepared to pay you in advance for services you were providing, how would you ensure this was dealt with?

A
  • Set up a separate client account that is properly named and clearly identifiable.
  • Provide the client with a statement of account.
  • Inform and agree drawdowns (stage fees being removed from the account).
  • Prior to withdrawing monies, send statement of how much is to be withdrawn and what services and fees are made up of - then send statement of account.
  • Once complete, show a final statement, ensuring all is clear and transparent.
22
Q

On what grounds would you be able to ask for additional fees?

A
  • Programme duration is extended.
  • Scope of services being delivered has changed - St Leonards opening up works.
  • Increase in attendance at meetings has been requested.
  • Outside of framework
  • Value and scope of project has changed.
23
Q

How would you go about asking a client for additional fees?

A
  • Arrange meeting with the client.
  • Explain the reasoning behind the additional fee claim.
  • Discuss the benefits of the additional services.
  • Be sympathetic and understanding and be prepared to offer a compromise.
  • Make sure that the information being presented to the client is clearly set out and understood by them.
  • Follow up in writing.
24
Q

What would you do if a client asks you to reduce your fee bid by £3,000 so that you can win the tender?

A
  • Unfair competition.
  • Not treating others with respect.
  • Not acting with integrity.
  • Unsustainable to undertake business in this manner and devalue the surveying profession.
  • You would need to reduce scope of service to achieve same margin.
  • Need to be very careful as it could constitute a bribe.
25
Q

What measures should be taken to try and avoid PI claims?

A
  • Keep full and detailed records of meetings, conservations etc.
  • Record recommendations and advice given - follow up in writing to confirm.
  • Use proper letters of engagement, scope of services and terms of agreement.
  • Don’t advise outside your area of specialism and act in accordance with the RICS rules of conduct
  • RULE 3 - Members and firms maintain their professional competence and ensure that services are provided by competent individuals who have the necessary expertise.
26
Q

What measures should be taken to try and avoid PI claims?

A
  • Keep full and detailed records of meetings, conservations etc.
  • Record recommendations and advice given - follow up in writing to confirm.
  • Use proper letters of engagement, scope of services and terms of agreement.
  • Don’t advise outside your area of specialism and act in accordance with the RICS rules of conduct
  • RULE 3 - Members and firms maintain their professional competence and ensure that services are provided by competent individuals who have the necessary expertise.
27
Q

What processes need to be in place for handling clients money?

A
  • Rule 1 - Members and firms must be honest, act with integrity and comply with their professional obligations, including those to RICS.
  • Professional statement - handling client money.
  • Clients must always have access to their funds.
  • Client money must be kept separate and clearly identifiable account name - include ‘client’ in the name.
  • Interest on client account must be agreed.
  • Must not be overdrawn.
  • Competent and knowledgeable staff need to be in place to process client money and provide cover in the case for long term absence.
  • Any drawdowns must be communicated via an accounts ledger.
28
Q

What is the ‘Clients’ Money Protection Scheme’?

A
  • Offered by the RICS.
  • Provides for any member of the public to be reinbursed their direct loss of funds.
  • Provided by RICS insurance policy.
29
Q

Why is client care so important?

A
  • Excellent client care results in retention of existing clients and development of new business leads by receiving positive testimonials.
  • Failure to give good client care could lead to complaints and in the worst case scenario, Professional Indemnity Insurance claims for professional negligence.
  • Formal complaints can be costly, caused a stressed working environment and reduce staff performance.
30
Q

Where have you provided excellent client care?

A
31
Q

What is client care?

A
  • Looking after the clients best interest and providing an appropriate service that satisfies the needs of the client whilst providing good value. Can be done by:
  1. Professionalism
  2. Competence
  3. Punctuality
  4. Trust
  5. Reliability
  6. Regular communication.
32
Q

Why is it important to take complaints seriously?

A
  • Professional requirement to have a complaints handling procedure (RICS).
  • Can negatively impact the trust and confidence in the profession - RULE 5
  • Firms also have obligation to notify PII insurers.
  • Can involve reputational damage and PII claims.
33
Q

When should you decline an instruction?

A
  • Conflict of interest.
  • Not in client’s best interest - you cant resource the job / not competent.
  • If the client’s request is illegal.
34
Q

How would you proceed if a client was insistent that you continued to work for them despite a conflict of interest?

A
  • Check their understanding of reduced impartiality
  • Seek letter of instruction to continue
  • Agree working procedures to manage the conflict
  • Keep them updated of any risks
  • Seek informed consent
35
Q

How would you limit the risk of working with a client who may be financially unstable?

A
  • Financial screening processes:
  1. Information from company’s house.
  2. Dun & Bradstreet credit check.
  3. Internet search - reviews and overall impression.
36
Q

what is duty of care?

A
  • It is to ensure that another party does not suffer harm of loss that can arise as a result of a breach of contractual obligations or Tort or Negligence.
37
Q

What is a KPI?

A
  • A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving its’ business objectives.
  • High-level KPIs may focus on overall performance of the business whilst low level KPI s may focus on more specific processes / departments.
38
Q

What are some examples of KPI s in your firm?

A
  • Client satisfaction rate.
  • Profitability of a project - write-off and profit.
  • Net profit.
  • Number of services provided and their associated net profit / growth.
39
Q

Why is it important to maintain existing client relationships?

A
  • It improves chance of repeat business which is cheaper than trying to acquire new clients.
  • Provides firm with competitive edge.
  • Improves chances of being able to establish networking connections with other clients through positive testimonials.
40
Q

What are the key components of a fee proposal / scope of service?

A
  • Scope of services.
  • Terms of engagement.
  • Basis of pricing.
  • Project particulars.
  • Timescales.
  • Insurances.
  • Excluded items.
  • Limitations.
  • Assumptions.
  • Fees.
  • Payment provisions
  • Complaints handling procedure.
41
Q

How would you calculate your professional fee proposal for a new commission?

A
  • Understand client requirements, including scope of services, key project particulars, project budget and timescales.
  • Confirm number of meetings, inspections, reporting requirements and frequencies.
  • Establish seniority of resources required.
  • Duration and contract sum of project.
  • Time hourly rate against anticipated time incurred by each team members.
  • Issue to the client to review and formal written agreement.
42
Q

A partner says that you have spent all fees on a job and there is still much work to be done, what should you do?

A
  • Do not lower our level of service.
  • Investigate as to why the fees have been spent.
  • If due to an error in the fee calculation then accept and make sure it doesn’t happen again.
  • If because we have provided additional service - tell senior team member and negotiate fee with client appropriately.
  • Keep track of any additional fees incurred outside the original scope of services.
43
Q

After verbally agreeing the services to be provided to a client, what would you do next?

A
  • Formalise the agreement in writing by issuing a formal fee letter, scope of terms and terms of engagement.
  • Have the formal appointment signed by the client.
  • Undertake a conflict of interest check.
  • Make sure that appropriate insurances are in place before undertaking.
44
Q

Assuming you were successful getting chartered how would you respond to a friend who asks you to provide a BS service?

A
  • I could not offer any advise as I do not have the necessary insurances - PII.
  • If I did have my own PI insurance I would ensure that the information given was subject to thorough checking process given to all information prior to issue regardless of who it was.
  • If you are not comfortable acting for them advise them to use RICS find a surveyor scheme.
  • Adhere to Rules of Conduct.
45
Q

What is the difference between a client and a customer?

A
  • Customers are individuals who purchase goods and services from a company which are typically one off transactions.
  • Client refers to a person who looks for professional services from the business and maintains a more longer term professional relationship and will often come back to the business for repeat or other services.
46
Q

How would you conduct yourself with a new client?

A
  • No differently than a long term client other than would research their company, and ask them about their key objectives and business challenges.
  • Ensure that I act professionally and in accordance with the RICS rules of conduct for members and firms.
47
Q

What is meant by the term soft landings?

A
  • Refers to a strategy designed to make an easy transition from construction stage to occupations stage of a project.
48
Q

What are you internal quality management procedures?

A
  • QA process - Project supervisor will typically prepare documents, then checked by Job Manager and the finally Project Director reviews after initial QA.
  • Documents are standardised and bespoke or tailored documents are used for certain clients - Arch Co.
  • Sign documents with signature prior to issuing.
  • Accessible file systems and filed emails meaning all members of the team have access to up to date information.
  • Absence holiday notes / actions left.
  • Client performance feedback.
  • Lessons learned workshops - particularly with new clients.
49
Q

What is your firm’s procedure for obtaining client feedback?

A
  • Job Director’s have monthly catchup meetings with clients whereby our job updates and worked through to give general feedback on progress of instructions as well as catch up of any issues or positives.
  • BD team hold workshops with clients to review our performance, lessons learned and where we need to improve.

Building Surveying APC (32 decks)

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