Client Care

Question 1

Prior to working with a new client, what pre-appointment checks would you undertake?

Answer 1

1) Ensure I was sufficiently skilled and competent to carry out work
2) Check for conflicts of interest
3) Conduct anti-money laundering checks
4) Ensure that the firm had sufficient PPI insurance
5) Formalise the engagement in written terms of engagement

Question 2

When setting up a new practice, what procedures would you put in place to ensure good client care was being provided?

Answer 2

1) Confirm timescales with client / resource adjustments
2) Client feedback processes
3) Engage with business development activities to maintain and generate new clients
4) Keep client information confidential
5) Set up reporting lines

Question 3

How would you act if received a formal written complaint from a client?

Answer 3

1) arrange call with client to confirm I have received complaint
2) issue the client a copy of my firms complaints handling process
3) report the complaint to senior person in firm or designated complaints handler
4) notify my firms PI insurers line with out policy requirements
5) arrange meeting to take on board client feedback and address issue

If unable to resolve issue, I would need to be referred to the RICS independent redress mechanism

Question 4

What is a complaint?

Answer 4

A statement that situation is unsatisfactory or unacceptable to the client.

Question 5

What is the difference between client and customer?

Answer 5

Customers are normally purchasers buying goods and services from a company - typically one-time transactions.

Clients refer to a person who look for professional services from a business.

Both have long term goals and long lasting relationships, but nurturing the client relationships is of high importance to a business.

Question 6

How do you conduct yourself with a new client?

Answer 6

• I am always sure to friendly , engaging and enthusiastic
• I am inquisitive about key challenges they face
• I make sure I am well presented and respectful

Question 7

What does soft landings mean?

Answer 7

refers to strategies designed to make an easy transition from construction stage to occupation stage of project.

the aim of soft landings is to realise optimal operational performance and ensure end users can operate effectively in the built asset that has been delivered

Question 8

What is meant by KPI?

Answer 8

A measurable value that demonstrates how effectively a company is achieving key business objectives

Question 9

What is meant by the term client money?

Answer 9

money of any currency and form that is received on behalf of another person or company

Question 10

What is Client Care?

Answer 10

The process of identifying client types and behaviors, and the implementing procedures that management the client relationship.

Question 11

If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place

Answer 11

Professional Indemnity insurance

Question 12

How do you choose your PI Provider?

Answer 12

RICS publishes a list of approved providers

Question 13

What are the five steps for setting up a successful Key Performance Indicator Process?

Answer 13

• Planning, to clearly establish what needs to be improved.
• Analysis, to gather data and determine how big the task of achieving the KPI is.
• Action, to develop and implement improvement plans.
• Review, to monitor actual performance against performance targets.
• Repeat

Question 14

How are firms supposed to look after Clients?

Answer 14

By Maintaining:
* Professional Indemnity Insurance.
* Complaints Handling Procedure.
* A procedure for handling clients money if applicable.

Question 15

What is a Complaints Handling Procedure?

Answer 15

A system of dealing with formal complaints against a company/person, for which there is a formal redress system.

Question 16

What is PI Insurance?

Answer 16

A form of insurance that covers for claims against professional negligence.

Question 17

What are the RICS PI Level recommendations?

Answer 17

£100,000.00 turnover = £250,000.00 minimum cover.
£100,000.00 – £200,000.00 turnover = £500,000.00 minimum cover.
£200,001.00 plus turnover = £1,000,000.00 minimum cover.

Question 18

What is Public Liability Insurance?

Answer 18

Covers the cost of claims made by members of the public for incidents that in connection with a business activity. It will compensate a third party for personal injury, loss or damage of property.

Question 19

What is Employers Liabilities Insurance?

Answer 19

Insurance which cover employees for death, injury or illness incurred from work activities.

Question 20

Level 2 - please explain how you upheld client care when working for the Youth Centre in Bermondsey?

Answer 20

• I held regular meetings with the client to understand their objectives and looked to be proactive in my support, raising the need to register building under the requirements of the Building Safety Act 2022.
• I welcomed formal and informal feedback from the client to make sure I was fulfilling clients requirements.
• I responded as quick as possible to clients request and established a reporting system that suited the client.

Question 21

What is PPI?

Answer 21

Payment Protection Insurance

Question 22

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

Answer 22

Rule 8 for firms Client Money Handling

1) Client must always have access to funds
2) Client money must be kept sperate and clearly identifiable
3) Interest on the account must be agreed with the client
4) Must not be overdrawn
5) Controls in place to keep funds secure
6) Competent and knowledgeable staff to process clients’ money
7) Drawdown and reimbursements must be communicated via an account ledger

Question 23

What components must a complaints handling procedure include?

Answer 23

The RICS provides a model form which has two stages as a minimum:

Stage 1:
- Acknowledge a complaint as quickly as possible (within 7 days)
- The complaint should be handled by a senior person or a designated complaints handler
- The first stage must be free of charge
- Must provide full response to complaint in 28 days.

Stage 2:
- If a firm is unable to resolve a complaint internally then the complaint needs to be addressed by an independent redress mechanism that approved by RICS.
- It must be clear , quick and transparent
- The complaints may contribute towards costs incurred during second stage
- All complaints, their progress and outcomes must be recorded
- Advise PI insurers of complaint

Question 24

When should you decline an instruction of new work from a client?

Answer 24

• If there is a conflict of interest
• you can not resource job
• Ilegal

Question 25

What is a conflict of interest?

Answer 25

A conflict of interest occurs when an individual’s personal interests – family, friendships, financial, or social factors – could compromise his or her judgment, decisions, or actions in the workplace

Question 26

Terms of Engagement?

Answer 26

The official conditions that someone must agree to before they can start to be employed by someone

Question 27

Terms of Contract / Services?

Answer 27

Document stating details about what a service provider is responsible for as well as user obligations that must be adhered to for continuation of the service

Question 28

How do you set fees?

Answer 28

The fees are set on the time that will be spent on project - I can use comparables projects to indicate.

If not I will set do the work on hourly rate and keep time sheet and charge the client accordingly.

Question 29

How have you dealt with an unrealistic client deadline?

Question 30

How have you dealt with unrealistic client expectations?

Question 31

Tell me about the approach you have taken when dealing with a non-technical lay client.

Question 32

How have you set up communication systems with a client and stakeholders?

Question 33

When would you decline an instruction?

Answer 33

1) if there is conflict of interest
2) Don’t have sufficient competence / resource
3) Illegal

Question 34

What makes up a fee proposal?

Answer 34

1) Scope / Solution (Executive Summary) / Clients needs
2) Project Issues
3) Benefits for clients
4) Conditions of engagement
5) Methodology
6) Proposed Fees

Question 35

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

Answer 35

Screening process:
1) Dun and Bradstreet credit check
2) Company search (companies house_
3) Internet search (clients website for additional information

Question 36

if your client asked you to lower your fees because of their limited funding, what would you do?

Answer 36

The client would have to pay for the required prices for the level of service required of reduce of the scope of work.