Client Care Flashcards
How do you provide a high level of service to the Client?
I ensure I follow:
• RICS best practice guidance notes and mandatory professional statements
• C5 TBBP
What do you mean when you say you only carry out works within your capabilities?
I only carry out works that I am competent to do
I carry out CPD to developed my professional competence
How do you ensure your advice is accurate and reliable?
Follow the C5 TBBP, check lists and signed off by a partner
I check my work before it is issued to clients and get things comp checks
Allow risk contingencies in order of cost estimates / cost plans (typically 10%)
How do you ensure you act in a professional manor?
Following the rules of conduct
Eg agreeing scope of services and timescales with clients
How do you ensure good communication with your client?
Regular contact via phone and emails
Regular updates on cost
When sending long / complex emails I would follow up with a phone call to ensure the client fully understands
When issuing cost reports ask the client if they would like to have a meeting to discuss
How would you mitigate client dissatisfaction?
If the client expressed dissatisfaction, I would first establish why the facts and try to resolve the issue as quickly as possible.
If I was unable to resolve the issue and the client put something in writing, I would follow C5 CHP and refer to the responsible partners
When would you refer complaints to the RICS?
If the complaint could not be dealt with satisfactorily by C5 CHP
C5 have 28 days to respond to complaints
How do you maintain the relationship with your client and ensure they are happy with your service?
Low level – regular conversations on the phone / liaise with clients, ask them
Every now and then have a more formal meeting with them to make sure they’re happy
Core Five also sometimes issue client satisfaction services to clients
If a client says they’re not happy with the service you provide what do you do?
First instance discuss with the client (on phone / in person) and try to address the issue
If client went formal and issued a letter / email in writing, I would:
1. Inform the PI insurers (put on notice)
2. Follow the complaints handling procedure of C5 (issued to client at point of appointment)
What are RICS requirements for CHP?
- RICS regulated firms must have a CHP.
- Firms must maintain a complaints log
- ADR mechanism
‘A Firm shall operate a complaints handling procedure and maintain a complaints log. The complaints handling procedure must include an Alternative Dispute Resolution (ADR) mechanism that is approved by the Regulatory Board.’
When would you issue your CHP to a client?
RICS regulated firms should make it clear to the client when the firm issues their terms of engagement that they operate a CHP
What is Core Fives complaints handling policy?
Two Partners as responsible – James Clark or Barry Hayden
- Complaint comes in investigated internally by the responsible partners
- Try to get a response or at least some response within 28 days
- FP and senior partner of the client meet to discuss the issue and endaevor to resolve the complaint
- If not dealt with referred to the RICS for it to be dealt with independently by RICS Dispute Resolution Service (RICS requirement)
On Devonshire Row, you said you worked with an inexperienced Client, how did you manage this?
- Regular communication
- Meetings were longer than usual to talk the client through standard UK practices, building regs, contract payment dates etc
- Ensure every month that they was aware of their obligations in terms of payment dates
- Made sure Early warnings were reported and discussed any potential anticipated variations to the contract with them.
What is RICS Complaints Handling Procedures?
Stage 1 – members / firms should detail complaints in writing to RICS. RICS provide an update within 28 days
Stage 2 – if unable to agree how to resolve the complain then complaint can be referred to independent redress provided approved by the RICS regulatory board
What are some of the TBBP systems you have followed at core five?
When carrying out valuations and producing cost reports I use the TBBP checklists:
Valuations include:
• Ensuring site visited and progress reviewed
• Ensuring works are carried out in accordance with the contract
• All works covered by instructions
• Arithmetical checks have been complete
