Client Care Flashcards
What is client care?
Looking after client’s best interests and providing an appropriate level of service that satisfies the client’s needs and achieves value for money. This can be provided through trust, competence, reliability, presentation, regular comms etc.
Why is client care important for firms?
Encourages repeat business, provides testimonials, reduced negligence claims arising, and negative feedback can damage reputation.
What does the standard RICS form of appointment document include?
Includes information about the consultants’ obligations, insurances, warranties, obligations etc. The three schedules are; services, payment and fees and client’s brief.
What are the RICS professional indemnity insurance requirements for firms?
- Turnover £100k or less = £250k minimum limit of indemnity.
- Turnover £100k to £200k = £500k minimum limit of indemnity.
- Turnover £200k and above = £1m minimum limit of indemnity.
What are the maximum levels of uninsured excesses?
- Limit of indemnity £10m or less = The greater of 2.5% sum insured or £10k.
- Limit of indemnity £10m or more = uncapped.
How do you ensure you are always providing good client care?
- Clear lines of communication
- Act in professional manner
- Act inside the parameters of my level of expertise
- Transparency
- Understand clients’ objectives
- High level of service provided
What is the complaints handling RICS guidance note?
- No longer a guidance note. It is now a professional standard.
- A requirement for every RICS business.
- Provides guidance on how to deal with a complaint.
Can you tell me more about your companies CHP?
- Two Stages
a. Stage 1 = complaint is reported to senior member or the designated handler.
b. Stage 2 = if complaint can not be resolved, the complaint is referred to the independent redress mechanism. - Details of the policy are included within the terms of business.
- First stage is quick, clear, transparent and free of charge.
- Complaint is investigated within 28 days.
- All complaints are recorded, alongside progress and outcome.
- Must note the potential need to advise PII insurers.
What is an independent redress scheme?
- Designed to handle small issued that would be expensive to take to court.
- If scheme judged in favour of complainant = legally binding.
- If scheme judged in favour of the firm = complainant can escalate to court.
- RICS firms must specify which redress scheme they use (Ombudsman, arbitration or adjudication etc).
How did you establish the clients’ objectives on the octagon amenity project?
Held a meeting with the client to understand what their end goal was for the project, their budget, their requirements and to ensure their brief was in sufficient detail for the project team to fully understand. I also asked questions and listened to the client’s feedback on the key challenges and issues they are facing.
How is a fee proposal created?
- Review the work involved with the commission based on the level of information available.
- Calculate the time and nr of individuals required to undertake the work and multiply it by an hourly rate plus OH&P.
What is key performance indicator?
A quantifiable measure of performance over time.
Tell me a time where you have used a key performance indicator?
I have used a key performance indicator during the octagon amenity project. The Stage 3 design had been completely, however the client and architect wished to change a large portion of the finishes. Alongside the architect and contractor, various options were reviewed and multiple cost exercises were undertaken with the key performance indicator being to ensure the final cost of the variation still remained within the budget.
How would you agree liquidated damages with a client?
- LADs are for the Client to confirm. I would check that the damages figure is based on a genuine pre-estimate of financial loss and explain that the figure would need to be substantiated should LADs be applied as they may not be enforceable if so.
