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RESERVE > Client Care > Flashcards

Client Care Flashcards

1
Q

What defines a good client relationship?

A

Open and honest communication
achieving set deadlines
keeping the client informed

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2
Q

What are example of forms of communication?

A

Verbal
Discussions
Meetings
Emails
Letters
Reports
Presentations

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3
Q

What is Equans Complaint handling procedure?

A

Complaints Acknowledgement within 1 working day Response within 5 working days

Complaint Escalation Acknowledgement within 1 working day Response within 5 working days - Identified Senior Manager or director

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4
Q

How do you ensure contractors proposals meet client requirements?

A
  • Review both documents
  • Highlight any conflicting info
  • Discuss with the client
  • Make sure theyre aware of differences
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5
Q

What is an example of where choices have been discussed and agreed?

A
  • Landscaping Ashbrow - Clients comments passed onto landscape architect and implemented - Costs discussed with client and options appraised
  • Ceramic tiling - Various options discussed
  • Ironmongery - various options discussed
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6
Q

How is a cash flow forecast produced?

A

Producing an agreed external valuation template and then forecasting monthly valuations against the programme – This cashflow can then be amended should the programme change

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7
Q

What is an example of KPIs on your schemes?

A
  • Programme
  • cost/budget
  • employment of local labour
  • Apprentices
  • sectional completion
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8
Q

What is client care?

A

The continuous process of identifying all client types and the behaviours appropriate for establishing good relationships, along with the systems and procedures for managing the client care process.

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9
Q

Why is client care important?

A
  • To retain existing clients and secure repeat business
  • Reduce the likelihood of conflict
  • Maintain a strong reputation within the industry and attract further client
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10
Q

Who is a client and how do you know who your client is?

A
  • A client is anybody you are providing reasoned advice to
  • This can be line managers, directors, colleagues or the person or entity paying your fees
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11
Q

What is the difference between a client and a customer?

A
  • A protective, ongoing business relationship is formed with a client but not necessarily with a customer
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12
Q

Give some examples of behaviours needed to establish good client relationships.

A
  • Responding to queries as soon as possible
  • managing expectations and not over compromising
  • comply with RICS ethical principles of honesty, integrity, competence, service, respect and responsibility
  • ensure adequate resources
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13
Q

How would you build trust with a client?

A
  • learn about them and their objectives
  • act within your level of competence
  • act in a professional manner
  • provide a high standard of service
  • be transparent, including with mistakes
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14
Q

How do you manage your clients expectations?

A
  • agree on goals and timelines
  • be open and honest
  • offer advice within your scope of service
  • be a good listener and understand expectations
  • regularly communicating and addressing problems directly
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15
Q

What is a complaint?

A
  • An expression of dissatisfaction
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16
Q

What does the RICS say about complaints handling procedures for RICS regulated firms?

A
  • The RICS Complaints Handling Guidance Note states that RICS regulated firms must have a CHP which:
  • is fit for purpose reflecting the size of the firm
  • be made available to all staff and be understood by them
  • be readily available to complainants or potential complainants
  • be regularly reviewed
  • be agreed with PI insurers
  • have access to independent redress if the firm cannot resolve e.g. a soul practitioner may refer to a third party in the CHP
17
Q

What do the New Rules of Conduct say about complaints handling procedures?

A

Appendix A (Professional Obligations to RICS) states:
‘firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log’

18
Q

Why is it important to maintain existing client relationships?

A
  • large % of commissions are awarded through repeat business
  • maintaining and building existing relationships will promote a positive image of the individual and organisation
  • if awarded jobs straight away, easier to negotiate fees at the higher end as no competition, therefore can recruit employees with higher salaries so experienced / qualified QS’s which leads to higher profit margins so can invest in training etc
19
Q

What is the overall objective of the RICS Client Money Handling Professional Statement?

A
  • to ensure that RICS member and RICS-regulated firms understand their obligations to ensure:
  • client money is kept safe
  • client money accounts are used for appropriate purposes only
  • RICS regulated firms have the appropriate controls and procedures to safe guard client money
20
Q

How would you prevent a complaint?

A
  • meet expectations
  • understand terms of engagement
  • timeliness of reporting
  • appropriateness of service provided
  • good communication
21
Q

How do you act upon feedback received from a client?

A
  • it should be formally recorded
  • ultimately ensure feedback is fed through the company through the lessons learned process
  • positives should be shared and discussed and how negatives can be improved
  • Negative feedback should be verified and the appropriate course of action taken
  • review the improvement in a suitable period of time
22
Q

How do you deal with a complaint?

A
  • refer to RICS guidance doc
  • understand the complaint
  • inform PI insurers
  • allocate to the appropriate person
  • respond in the timescale noted
  • investigate
  • identify and record outcomes
  • communicate lessons learnt
23
Q

What might be included within a consultant fee proposal?

A
  • scope of service
  • terms of appointment
  • basis of pricing
  • information on team (CV’s or qualifications)
  • project details
  • timescales
  • insurances
  • exclusions
  • assumptions (programme for example)
24
Q

What might be excluded from a consultant fee proposal?

A
  • VAT
  • Disbursements
  • Dealing with claims
25
Q

What is a consultant appointment document?

A
  • the terms and conditions for services being provided by a consultant
  • RICS have a standard form of consultant appointment if the business does not have their own
26
Q

How do you calculate a professional fee for a new client?

A
  • understand requirements (scope, project details, budget and scope of service)
  • identify resource required
  • assess duration required to complete activities identified within the scope
  • apply a daily or hourly rate against these activities
  • review the total fee as a % against the budget as a sense check
27
Q

When would you decline new work from a client?

A
  • if there is a potential or actual conflict of interest
  • the work could require an illegal or unethical actions
  • there is conflict with the RICS rules of conduct or ethical principles
28
Q

What is a stakeholder?

A
  • All those that have direct or indirect legitimate interest in the use of an organisations land, buildings or project
29
Q

What is the purpose of PI insurance according to the RICS?

A

According to RICS UK Professional Indemnity Insurance Requirements (2021)
- ensures that if a firm faces a claim, its protected from financial loss that it cannot meet from its own resources
- protect the insured member / firm against the consequences of its liability to pay damages to 3rd parties from breaches of professional duty
- ensure the firms client’s do not suffer financial loss that the firm cannot meet

30
Q

What are a firms minimum limit of indemnity according to the RICS?

A

Based on firms turnover in the previous years turnover
- Turnover of £100,000 or less - £250,000
- Turnover of £100,001 to £200,000 - £500,000
- Turnover of £200,001 or more - £1,000,000

RESERVE (20 decks)

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