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Client Care Flashcards

1
Q

What is client care?

A

Having clients best interests at the focus, providing appropriate service and satisfying their needs

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2
Q

How to provide client care?

A

Professionalism
Competence
Punctuality
Trust
Reliability
Presentation
Communication
Review
KPIs
Feedback

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3
Q

Why is client care important?

A

Repeat business
Good testimonials
Recommendations
Reduce negligence claims

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4
Q

What is client performance feedback?

A

Gathering feedback during/after
Independent
Set standards
Identify improvement
Ensures satisfaction
Provides future work
Review every 3-6 months

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5
Q

How to identify the clients needs?

A

Account planning sessions
Assess an individual merit
Discussions
Identify improvements
Review mistakes

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6
Q

What is a client brief?

A

Foundation of project
Objectives and requirements

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7
Q

When should you decline new work?

A

If conflict of interest
Not in the clients best interest
Lack of resources
Lack of skill
Unlawful

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8
Q

What to consider when preparing a fee bid?

A

Client requirements
Risks
Levels of sign off

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9
Q

What does a fee bid include?

A

Executive summary
Clients needs
Issues
Communication
Experience
Conditions
Methodology
Organogram
Fee
CV
References
Sub consultants
Quality assurance

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10
Q

How to limit the risk if unstable?

A

Review accounts
Credit check
Research

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11
Q

How to handle a client request for lower fees?

A

Provide a price based on service
Reduce works in line with fee

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12
Q

How to calculate a client fee?

A

Review workload

Time, staff x hourly rate + overheads + profit

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13
Q

Techniques for obtaining client feedback?

A

Reviews
Survey
One to one meetings

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14
Q

Process for complaints handling?

A
  1. Report to senior member of firm
  2. Report to independent redress
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15
Q

Timescales for complaints handling?

A

Acknowledge in 7 days
Full response in 28 days
Refer to redress if unresolved

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16
Q

RICS information re Complaints

A

GN - Complaints handling July 2016

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17
Q

How to identify the needs of a client?

A

Ask questions
Complete a checklist

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18
Q

How to establish trust?

A

Be transparent
Be honest
Know objectives
Act in competence
Be professional
Provide high service (rule 3)

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19
Q

How to receive repeat business?

A

Provide a high level of service
Act on feedback
Deal with complaints promptly
Network
Keep contact

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20
Q

What are the PII minimum limit of indemnity?

A

Firms turnover. Minimum limit of inde
100k or less. 250k
100,001 - 200k. 500k
200,001 +. 1m

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21
Q

What is the maximum level of uninsured excess?

A

Limit. Max excess
500k. 2.5% or 10k (greater of)
500k+. 2.5% of sum insured

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22
Q

What is run off cover?

A

Cover in the period following a firm ceasing to trade
Limit of 1m
Period of 6 years

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23
Q

Hart v Large

A

Recommend further investigation if needed
Report areas not inspected
Be clear and advise client re instruction

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24
Q

Pre instruction checks:

A

Ensure level of competence, knowledge and skill
Check conflict of interests
Anti money laundering checks
Ensure adequate PII

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25
How to deal with a complaint?
Log the complaint Raise with a line manager Not resolves - redress
26
PII provider details
RICS publishes a list of approved providers
27
How to deal with client payment in advance of services?
Separate client account clearly identifiable and named Provide client statement of account Inform and agree drawdowns Prior to drawing down, send a statement outlining the amount, services, fees and updated statement
28
Grounds for additional fees?
Extended duration Increased attendance Scope of works changed Location/travel arrangement change Frequency of project has been adjusted
29
How would you approach extra fees?
Meeting with reasoning Explaining benefits Offer compromise Info clearly presented and transparent
30
Asked to reduce fees to win a bid?
Unfair competition Lacks respect and integrity Unsustainable Devalue the profession Reduce scope of works to reduce bid
31
Measure to avoid PI claims?
Keep records Record advice Proper ToE, scope for services Not advise outside specialism Avoid poor management
32
Process to handling client money?
Client must have access Money in separate account and identifiable ‘client’ Interest agreed with client Not be overdrawn Keep secure Competent staff to process Drawdowns communicated
33
What is client money protection scheme?
Run by RICS Member of public to be reimbursed for direct loss of funds Provided through RICS insurance policy RICS CMP splits into - general client money & residential agency activity
34
Examples of excellent client care?
Feedback received Surveys
35
What is a complaint?
Situation unsatisfactory Formally in writing or verbally Notify PII
36
Proceeding with CoI?
Check client understanding Lettering of instruction Agree working procedure Keep updated with risk
37
What is Client brief?
Foundation of initial project Objectives and operational requirements Detail to execute the spec
38
What is duty of acre?
Other not suffer harm or loss due to breach of contractual obligations or Tort of negligence
39
What is a KPI?
Measure to demonstrate how effectively a company achieves objectives Evaluate success High level = overall performance Low level = sales, marketing, HR
40
Examples of KPIs
Defects/snags Over/under spend Timescales vs programme Profitability Feedback H&S incidents
41
How to calculate professional fees?
Understand client objectives - scope of services, project particulars Confirm meetings etc Assess duration Apply daily/hourly rate to team
42
Not enough fees to cover works?
Lower level of service Investigate why fees not in line If an error, ensure doesn’t happen again If its due to extra service provided, detail what and claim additional fees
43
Steps after fees agreed verbally?
Formalise agreement with letter, scope of terms and ToE Formal appointment Conflict of interest check Check insurance in place
44
Friend asked for advice?
Not without PI insurance Contact during work hours Not comfortable = find a surveyor scheme Adhere to rules of conduct
45
Procedures as a new business to ensure good client care?
Process for formalising ToE Set up procedures for feedback Strategy for development of business Procedures for confidentially Report to client in agreed format
46
Client complaint
Call to advise receipt Issue complaints handling procedure Report to complaints handler Notify PII Meet to feedback and address concern Not resolved = redress
47
Client v customer
Customer - one time transaction Client - ongoing relationship
48
Internal quality management procedures?
Review process Format of documentation Authorisation process File storage systems Absence of staff procedure Audits Lessons learned
49
What is client money
Money of any currency transferred Held on behalf of another person or company
50
What does beneficial ownership mean in relation to new clients?
Person who owns or controls legal defined minimum number of shares or voting rights of entity
51
How to check a beneficial owner?
Certificate of incorporation Annual return
52
How to handle a complaint over the phone?
Receiver repeat what is heard to show listening and understanding. Record details promptly and accurately
53
Example of business to business ADR provider approved by RICS for UK based firms?
RICS dispute resolution service
54
Last standing client asks you yo care out work outside your competence. How would you handle this?
Decline, define scope of competence and PII
55
What info helps measure and analyse a clients needs?
Scope of works Timescales Geographic location Staff resources PII requirements Can you deliver
56
Example of KPI to measure client satisfaction?
Work on time Work to scope Work to budget Reworks required
57
Which rule of conduct relates to good quality diligent service and an example?
Rule 3 Understand client needs and objectives before accepting work Members and firms agree scope of works include timescale and limitations
58
What is ISO 9001?
2015 - international standard for quality management Concept to deliver client care
59
Countering bribery, corruption, money laundering and terrorist financing
Effective sept 2019 Professional standard Provides mandatory requirements
60
How to apply bribery, corruption, money laundering, money laundering and terrorist financing to bribery?
Not accept anything constitutes a bribe Report activity
61
How to apply bribery, corruption, money laundering, money laundering and terrorist financing to money laundering and terrorist financing?
Firms - not facilitate, systems tot comply with law, report suspicions, understand client and purpose of transaction, verify ID Members - not facilitate, report suspicions
62
What should firms do to counter bribery?
Prepare a policy including risk assessment Appropriate governance Implement a gift register Provide instructions to staff re preventing bribery Appoint contactable person Publish code of behaviour Due diligence on third parties
63
What should members do to counter bribery?
Declare items - gifts, hospitality Attend relevant CPD Familiarise with company policy
64
How should firms hand money laundering and terrorist financing?
Written policy to identify - high risk situations, process to follow, Appropriate governance Staff training Keep reports of suspicions Identify beneficial owner Appoint senior person responsible for
65
How should members act in relation to money laundering and terrorist financing?
Comply with company policy Continue training offered Keep reports of suspicions

APC Revision (17 decks)

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