Client care Flashcards
The Information Contained Within a Client’s Brief
A client’s brief outlines their requirements, objectives, constraints, and expectations for a project.
It may include budget, timeline, scope, quality standards, and specific deliverables.
Surveyors must fully understand and clarify the brief before proceeding with services.
Defining Your Scope of Services Within the Limits of Your Competence and PI Insurance
The scope of services should align with the surveyor’s qualifications, experience, and professional indemnity (PI) insurance coverage.
Overcommitting beyond competence can lead to legal and professional risks.
Clearly defining scope ensures expectations are managed and liability is controlled.
How Fees Are Established
Fees may be fixed, percentage-based, time-charged, or performance-related.
Pricing should reflect market rates, complexity, and risk.
Transparent agreements on fees help avoid disputes and ensure financial clarity.
The Use of Standard Forms of Appointment
Standard forms (such as RICS contracts) ensure consistency, clarity, and legal compliance.
These documents define obligations, deliverables, timelines, and liabilities.
Examples include RICS standard terms and JCT contracts for construction projects.
Mechanisms Contained Within an Appointment Document
Appointment documents should include:
Scope of work
Roles and responsibilities
Payment terms
Dispute resolution methods
Termination clauses
Liability and insurance details
Insurance Requirements (Legal and RICS)
Professionals must comply with mandatory insurance requirements, including:
Professional Indemnity Insurance (PII) – Protects against claims of negligence.
Public Liability Insurance – Covers third-party injury or property damage.
Employer’s Liability Insurance – Required if employing staff.
RICS has minimum standards for insurance coverage.
How Stakeholders Are Identified and How Their Status Within the Project Is Established
Stakeholders include clients, funders, planners, contractors, legal teams, and end-users.
Identifying stakeholders early ensures clear roles and responsibilities.
Techniques like stakeholder mapping help assess influence and interest levels.
Formal Communication Systems With Clients and Stakeholders
Effective communication ensures transparency and minimizes misunderstandings.
Methods include structured meetings, emails, reports, and collaborative platforms.
Formal systems (e.g., project management software) help track progress and accountability.
Complaints Handling Procedures
A structured complaints process is required under RICS regulations.
Should include:
Acknowledgment of complaints
Investigation process
Resolution timeline
Escalation procedures
Demonstrates professionalism and compliance with RICS codes.
Key Performance Indicators (KPIs)
KPIs measure success in service delivery, project efficiency, and client satisfaction.
Common KPIs include:
Adherence to budget and timeline
Quality of deliverables
Client feedback scores
Risk management effectiveness
How do you establish a client’s objectives at the start of a project?
I begin by conducting a structured discussion with the client to understand their key drivers, including budget, timeline, quality expectations, and risk tolerance. I also review any existing project documentation and ask targeted questions to clarify priorities, ensuring alignment with industry best practices and regulations.
Once a client provides their initial brief, how do you confirm and refine it?
After receiving the initial brief, I document and summarize the client’s requirements and share it back for confirmation. If necessary, I conduct follow-up meetings or workshops to clarify ambiguities. I ensure the brief includes scope, objectives, constraints, and deliverables before finalizing it.
What steps do you take to define the scope of services?
I assess the client’s needs, align them with my professional competencies, and consider industry standards. I then outline specific services to be provided, ensuring they are realistic and covered by professional indemnity insurance. This is documented in the appointment contract for clarity.
How do you determine and justify professional fees to a client?
I calculate fees based on the complexity, duration, and risk of the project, using standard industry fee structures such as fixed fees, percentage-based fees, or time charges. I provide a transparent breakdown of costs and compare them against market benchmarks to ensure fairness.
What key elements must be included in an appointment document?
An appointment document must include the scope of services, roles and responsibilities, fee structure, terms of payment, dispute resolution mechanisms, insurance requirements, termination conditions, and compliance with RICS regulations.
How do you identify project stakeholders and establish their status?
I conduct a stakeholder mapping exercise, identifying all parties involved such as clients, contractors, regulatory authorities, and funding bodies. I assess their level of influence and interest in the project to develop an appropriate engagement strategy.
How do you establish an effective communication system?
I determine the most suitable communication channels (e.g., emails, meetings, reports, online portals) based on the project’s needs. I also set clear reporting timelines, escalation procedures, and documentation protocols to ensure transparency and efficiency.
How do you ensure that cost reports are accurate and useful for the client?
I verify all financial data, cross-check against the project budget, and present findings in a clear and structured format. I include cost forecasts, variances, and risk factors to help the client make informed decisions.
How do you handle a formal client complaint?
I follow a structured complaints procedure, which includes acknowledging the complaint, investigating the issue, and responding within the agreed timeframe. I ensure the resolution aligns with RICS regulations and, if necessary, escalate the matter to a senior professional or dispute resolution body.
What KPIs do you use to assess project and service performance?
I track KPIs such as budget adherence, project timeline performance, client satisfaction scores, risk mitigation effectiveness, and compliance with industry standards. These metrics help in continuous service improvement.
How do you analyze data from client meetings to create a detailed brief?
I categorize client inputs into key themes such as budget, scope, and constraints. I then validate assumptions, cross-check with industry benchmarks, and refine the brief into a structured document that aligns with project goals and legal requirements.
