Client care Flashcards
what would you do when taking on new client?
Undertake client checks;
- passport ID.
- proof of address.
- if company, check companies house
What regulation would apply here?
The Money Laundering and Terrorist Financing (Amendment) Regulations 2022
what is the first thing you do when starting a job/project ?
Define a clear BRIEF. Such as,
scope of works, deadlines, report format.
Would you need to check potential conflict of interest, if so what would you do?
Yes, and if so either DECLINE or obtain consent from both parties in writing.
Data base
keep a data base of CLIENT INSTRUCTIONS & PROJECTS - Excel document
should you have a CHP?
Must have a CHP, in accordance with RICS minimum requirements
Fees
Agreeing fees is instrumental in client care
Provide right level of advice
Ie type/level of survey.
Jargon
Avoid jargon for lay people.
Perhaps use visual aids
Key performance indicators - KPI’s
KPIs are an essential tool for managing work and clients. The indicators are typically agreed in the client brief, to make clear what is expected for good performance or success on the project; they may include meeting deadlines, reporting within given timeframes, or agreeing a certain percentage of settlements within budget.
Marketing
Attract clients - online, business awareness (I have company BROCHURES) & cross selling.
Communication
Remember you can say NO to work (no time/lack of resources/competence.
OPTION- provide options for the client for budgets etc. SUCH AS EEHA.
Professional Indemnity Insurance
Make sure you have appropriate PI & check with brokers on any doubts
Rules of conduct: RICS’ third Rule of Conduct
Requires members and firms to provide good-quality and diligent services
Short forms of consultant’s appointment
RICS consultant appointments forms can be used
Terms of engagement
Every single client instruction must be formalised in writing, using terms of engagement.
These set out the key terms agreed between the client and surveyor, in addition to limitations & exclusion
Understand your client
Type of client, what are they likely to understand, not understand, taylor your care. corporation or home owner?
Home owner more personal.
Size
The size of a client’s business is an important consideration in client care. A larger client organisation could require a more detailed communication and reporting strategy, given the multiple levels of approvals and key stakeholders involved. An individual homeowner client, meanwhile, may need a higher level of support, as residential transactions or disputes are often very emotional and personal. This often includes a follow-up telephone call after a report is issued to check the client understands it and to resolve any queries.
Lejonvarn v v Burgess & Anor
The Court of Appeal has held that an architect and project manager who supplied her professional services to friends, FREEE OF CHARGE and without entering into a contract, nonetheless OWED THEM A DUTY IN TORT to exercise reasonable skill and care
