Client Care

Question 1

What is client care?

Answer 1

Building good relationships and providing a high quality service that meets the client’s needs and objectives

Question 2

What are the appropriate behaviors to establish good client relationships?

Answer 2

*Integrity
*Trust
*Openness/transparency
*Honesty
*Respect
*Professionalism
*Good communication
*Continuous review of performance
*Must disclose conflicts of interest

Question 3

Why is client care important?

Answer 3

*To minimise the risk of such problems arising and complaints
*Best practice for the surveyor to have direct dialogue with the client
*Repeat business, dissatisfaction can lead to bad reputation through word of mouth
*To adhere to rules of conduct (direct to Rule 4)

Question 4

How do you ensure you are providing a good quality and diligent service? How do you know you are doing a good job?

Answer 4

*Regular client and project feedback
*KPIs on delivery
*Lessons learnt/project close out review
*Clear contractual documentation to ensure service and roles are clear
*Good communication
*Receive no complaints…

Question 5

How would you identify the needs of a client/manage client expectations?

Answer 5

*Client planning sessions and communication with client
*Discussions on project, clear scope, key deliverables and services required
*Review any past feedback to identify complaints or mistakes to avoid making them again

Question 6

How would you collect data to define the needs of clients?

Answer 6

Planning sessions, meetings and discussions, review past feedback

Question 7

What is a complaint?

Answer 7

Any expression of dissatisfaction

Question 8

What is a complaints handling procedure?

Answer 8

*Professional obligation for RICS registered firms
*Must be fit for purpose (reflect size and structure of business)
*Must be easily accessible and understood by clients and employees
*Must be agreed with PI providers
*Must respond in a timely manner and keep client informed of when
*Must keep a complaints log
*Regularly reviewed at a senior level with an audit of complaints
*Keep records of correspondence
*Must have an ADR process with two stage escalation to a third party
i. Designated person
ii. Third party redress (RICS approved)

Question 9

How does your firms CHP align to RICS requirements?

Answer 9

*Procedure and access is included in all appointment docs and accessible internally
*Includes an ADR process to a third party
*Keep a complaints log
*Responses are given in a timely manner – initial recognition of claim within 7 days with a formal response given within 28 days

Question 10

Outcomes of complaints process?

Answer 10

Learning from experience, identifying training needs, CPD

Question 11

RICS document relating to complaints handling?

Answer 11

Complaints handling RICS professional standard

Question 12

Can you give an example of when you have provided good client care?

Question 13

How would you price a fee proposal?

Answer 13

Review scope, work out hours required to undertake the services, apply rates and relevant OH&P percentage. Ensure transparency.

Question 14

What is included in an appointment document?

Answer 14

*RICS publish a Standard Form and Short Form Consultant’s Appointment
*Overview of scope
*Fee
*Terms of business
*Any agreed amendments to terms of business
*Contract details
*Complaints handling procedures
*Money handling procedures

Question 15

What is included in a firm’s terms of business?

Answer 15

*Consultant & client obligations
*H&S requirements
*Limitation of liability
*Collateral warranties & third-party rights
*Personnel
*Payment terms T&Cs
*Additional services
*Insurance info
*Termination and suspensions
*Dispute resolution

Question 16

Limit of liability vs liability cap – what’s the difference

Answer 16

*Limit of liability is the value you have cover for – maximum amount insurers will pay for a claim
*Liability cap – contractual agreement to limit the amount that can be claimed – will only pay up to that amount even if the law says otherwise

Question 17

What tools have you used/could you use with clients to record/measure and adjust performance?

Answer 17

*Client feedback
*KPIs

Question 18

What is a stakeholder?

Answer 18

An individual, group or organisation that’s impacted by the outcome of a project or a business venture.

Question 19

What document would you refer to when first starting work with a new client?

Answer 19

Consultant appointment document/terms of engagement

Question 20

How would you deal with a complaint from a client?

Answer 20

*Follow the complaints handling procedure
*Acknowledge receipt of your complaint within 7 days
*If unable to give a full response, update you within 28 days.
*Log on complaints log
*Notify PI insurers if necessary

Question 21

What would your answer be if you were representing a client on a job and the contractor asked if you would look at his sub-contractors account?

Question 22

What is required for handling of client money? Is there any documentation to support this?

Answer 22

RICS Client Money Handling professional statement. Must ensure
*Client money is kept safe
*Client money accounts are used for appropriate purposes only
*RICS firms have appropriate controls and procedures to safeguard client money

Question 23

Why do you believe client care is important?

Answer 23

Reputation, repeat business, no misunderstandings that may lead to complaints, adhering to the RICS rules of conduct

Question 24

How would you build trust with a client?

Answer 24

Building good relationships, good communication and channels of communication, keeping the client informed, collaborative behavior

Question 25

How do you ensure you are providing a quality service?

Answer 25

CPD, quality assurance, governance procedures

Question 26

How have you adopted something suggested in client feedback?