Client Care Flashcards
What Is client care?
Process of identifying all client types and the behaviours needed to build a good relationship and the systems and procedures to manage the client care. All within public interest.
What Is Included in your standard terms of engagement.
Fees, expenses, CHP, PII, definitions and interpretations.
Tell me about the different stakeholders you have come across in your role.
Client, landlord, tenant, sub-tenant, contractors, leaseholders etc.
Tell me about your duty of care towards your clients.
Understanding your client’s objectives and requirements and communicating effectively, Acting in their best interest, and Understanding the client’s position and longer term goals.
How do you set fees?
Base It on location, distance from office, knowledge of area etc., level of work required such as reading a lease, visiting a site etc. Can be on a percentage basis of rents for example, or hourly rate.
What insurance requirements are you aware of (both legal and RICS)?
Public liability insurance, Employee Liability insurance, PI Insurance, and Building insurance.
Tell me about an example of how you have (or would you have) provided good client care.
Kept a client Informed of any progress on a job, I.e., weekly calls to discuss or email updates.
How have you (or would you have) dealt with an unrealistic client deadline?
Advise that the deadline would potentially limit the quality of service and I would request extension.
How have you (or would you have) dealt with unrealistic client expectations?
Review scope of services and explain my appointment is in accordance with this.
How have you dealt with a complaint?
Acknowldge receipt of complaint and notify my Complaints Handling Manager.
Tell me about the approach you have taken when dealing with a non-technical lay client.
x
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
x
How have you established a client’s objectives?
x
How have you established a scope of services?
x
Provide an example of when you have shown good client care?
When I was instructed on the disposal of a shopping centre in Latvia, I tracked investor interest in the asset using an investor list and arranged a weekly conference call with the client so that I could keep them abroad of progress
What procedures are required to be in place if a complaint has been made?
- RICS has issued a Guidance Note on Complaints Handling, 2016
- Complaint should be acknowledged within 7 days and investigated within 28 days
- Firms must include a RICS approved ADR method e.g. Centre for Dispute Resolution (CEDR) or the RICS Dispute Resolution Service
What is the guidance set out in RICS Complaints Handling, 2016?
- Firm’s written complaint handing procedure (CHP) must be approved by RICS
- Notify your PII insurer as soon as possible if there is a complaint as this could lead to a claim for negligence
- Details of the CHP should be issued to a client at the same time as Terms of Business
- Complaints log must be maintained to show the details, progress and outcome of any complaints
- Firms must include an RICS approved Alternative Dispute Resolution (ADR) mechanism in the Complaints Handling Procedure
What is your firm’s complaints handling procedure?
- Acknowledge receipt within 5 working days and provide a written response within a further 10 working days
- The complainant should confirm within 10 working days whether they wish to take the matter further
- If they do, then within 5 working days of such written notification, the person dealing with the complaint will write to the complainant informing them of what action has been, or will be taken
• If the complainant is still dissatisfied, it can be referred to Centre for Effective Dispute Resolution (CEDR) or the RICS Dispute Resolution Service (DRS)
If still not resolved then it can be referred to the Independent Dispute Resolution Scheme (IDRS) for arbitration
When you first receive a complaint, how should it be dealt with?
Aim to deal with the complaint in house initially
Ask for the complaint to be made in writing
Issue details of the CHP to the complainant
Share the details of the Complaints Handling Officer with the complainant, as the person who should be contacted in the first instance
If a complainant is unhappy with how the complaint has been dealt with in house, what should be done?
- Use an independent redress scheme chosen by the firm
- Name of the redress mechanism must be provided to the complainant e.g. Centre for Effective Dispute Resolution (CEDR), Property Redress Scheme and RICS Dispute Resolution Service
What should a sole practitioner do differently with regards to the their complaints handling procedure?
Must nominate a surveyor in another firm to act as their complaints handling officer
What are the principles of client care?
Ensuing communication is regular, open and transparent
How do you define a client’s objectives?
Identify their deliverables
Identifying what value means to that client
Value management employer’s requirements - not just cost cutting but ensuring we can achieve maximum efficiencies from construction methods, logistics and program.
Project brief, scope
Communication with client
Past client feedback - good & bad - compliants
How do client objectives differ between projects?
Scope
Time
Cost
Quality
What should be included in a company’s complaints handling procedure?
Info about who is the appointed person within the firm who deals with complaints
Request that all complaints are made in writing
The stages of the CHP
The timescale for considering a complaint
Can Employer or Public Liability be capped?
No - Liability cannot, however insurances are
Cannot be capped for actual fraud and shall not limit our liability for death or personal injury caused by negligence.
What is the ISO standard for complaints handling procedures?
10002
Why is it important to build relationships?
To earn the trust of clients and gain opportunities to be shortlisted for future work.
As an RICS member to help build and promote trust in the institution.
Why is it important to identify a client’s requirements?
In order to deliver a high standard of service you need to know what the client expects.
To ensure their requirements will be met, which will avoid wasting resources doing effectively abortive work.
Also important to ensure they are satified with the service offered.
How do you identify a client’s requirements?
Identify their objectives
Identifying what value means to that client
Value management employer’s requirements
Project brief, scope
Communication with client
Documents they provide you with
Communicating the requirements back to the client
What are the typical contents of a fee proposal?
Details of the consultant & CVs & subconsultants
Description of the project and/or clients brief
Scope of services provided
The fee
Form of agreement including T&Cs
Level of PII
Clarifications & Exclusion
What are the types of client brief?
Statement of need
Strategic brief
Project brief
How do you obtain a clients brief
Ask what is valable to them
Review employers requirements
Review objetives & outputs they want
What behaviours in your working life should you xpect to show good client care practise?
Act with respect, act responsibly, polite & curteous at all times,
Give me an examples of typical KPI’s that you used on your projects.
For my business:
KPIs - lead into clients / profit / PDRs / client satisfaction
For projects - client satisfaction / supplier scoring / profit / payments
Give me an example of procedures you have implemented to ensure that you get useful feedback regarding your/your company’s performance.
Ask for testimonials / regular feedback and check in with clients / KPIs on marketing & leads
Give me an example where you dealt with client / customer concerns regarding your / your team’s service.
Compliant re employees work - listened to concerns.
Responded in writing to acknowledge issue that day
Followed up with remedial action - addtional support & regular updates on actions
Followed up weekly afterwards to ensure issued resolved
Explain how you dealt with this to ensure customer satisfaction.
promptly, sincerely, proactive, logged complaint, actioned & kept informed. Followed up after
What is a Locum practitioner
Someone brought in to temp fullfill duties of another if absent or incapcitated through death.
