Client Care Flashcards
What are ToB?
Commercial aspect of relationship with client
Written agreement between client & firm contain info such as:
Scope of Work
Responsibilities
CHP
Fee structure
PII
GDPR Compliance
COI Procedure
Important because:
Ensure client & surveyor are clear on the scope of work and nature of the service provided, the framework within which it has been agreed to carryout the work.
Removes doubt and confusion
Why is Client Care important?
To identify client requirements
Allows for structured delivery of an instruction/project
To provide a good quality diligent service
In the public interest
Upholds the Ethical Principals on which the RICS Code of Conduct is based: Integrity, honesty, Competence, Service, Respect & Responsibility
How do you ensure your clients wishes and objectives?
Through preliminary site meetings
followed up with an email to confirm
Asking open ended questions
Never assume, always seek clarity
Proactive approach with regular updates
Important: to ensure the project progresses inline with their goals and objectives
Do you record client wishes/objectives in writing and why?
Yes, outlined in the scope of work in ToB.
Site meeting notes containing key points
Telephone calls with key points detailed on a file note
Email or letters to confirm
To ensure a clear audit is place should it need to be relied on at a later stage or should someone else need to continue the in your absence
Why are ToB Important?
Record of what has been agreed regarding Scope of Work
Protect both the surveyor & client
Removes ambiguity & confusion
detail limitations & other caveats relevant to the instruction
What the Key Headings in Firm ToB?
1.Names of parties & contact details
2. identification of users
3. Scope of work
4. Responsibility for Work
5. Basis for Fees, costs, charges
6. Payment terms
7. Confidentiality Clause & disclosure to 3rd parties
8. PII & any restrictions
9. Data Protection & GDPR
10. CHP
11. Termination of Instruction
12. Statutory requirements
What is the process if issuing ToB?
Sent to the client to be signed & returned
What is the process for producing ToB?
1.Check competence
2. Check CoI
3. Confirm ToE in writing before commencing instruction
What are the Key Principals of Client Care?
Open & Honest - providing the best advice whilst acknowledging my limitations
Clear & concise communication - provide regular & consistent contact
Clear understanding of aims & objectives - keep these in mind when providing advice
What must you confirm before discussing work with a new client?
Confirm no CoI
Define scope of work
Confirm Clients instruction in writing
Agree signed letter of engagement & ToB
Why might you decline client instruction?
Not suitability experience/knowledgeable (competent)
Unresolved CoI
Refusal to sign ToB or complete Money Laundering Checks
What do you do if a client pays in advance of the works?
Money is held in a named client account per RICS Client Money Handling Standard 1st Edn. (Published October 2019) Effective 1st Jan 2020
Notify the client in writing of the account details
Provide reconciliation once the work is complete
Why is CHP Procedure Important?
Ensure all complaints are handled consistently.
Protects the client rights
Can resolve disputes efficiently
Where are complaint is valid take steps to prevent the same happening in the future
Upholds reputation & accountability of RICS Members & Firms
Regulatory obligation
How Does CHP work?
All RICS Firms must have a CHP in place.
Two stage process:
1: Consideration of complaint by CHO (Free of Charge)
- Not resolved refer to ADR (Alternative Dispute Resolution) complainant may be required to contribute to costs.
RICS Default ADR provider is the The Centre for Dispute Resolution - ADR Scheme
How are complaints escalated to ADR?
Firm must sign post to the client to an approved ADR provider
How do you know a client is happy with your service?
Repeat business
Referrals of other business
Discussions/emails/correspondence with clients
Lack of complaints
Why is PII important?
Protect clients, surveyors & firm in the event that the client suffers a financial loss as a result of breaches in professional duty eg negligence, errors or omissions.
Who does PII protect?
Client, Surveyor & the Firm
What are the Levels of PII required?
Indemnity is based on firms turnover:
£100,000 or less - £250,000
£100,001 - £200,000 - £500,000
£200,001 or more - £1 million
What are the dangers of having an unhappy client?
Damage to professional reputation & firm as negative experiences & feedback can spread quickly
Undermines client trust and relationships
If dissatisfaction comes from negligence, errors or omissions in professional service - may lead to a claim
Why is it important to agree timescales/delivery dates for projects?
Allows clients to make informed decisions
Client care
To enable you to mange client expectations
Why is client communication important?
Key to building trust
Avoid disputes - commonly arise from miscommunication
Different clients have different needs - establish if they require additional support
Understand their aims & objectives
Key element of client care
How are machinery items booked in for farm sales?
Signed entry forms detailing:
Vendor details
Items description
Reserves
VAT Status
With confirmation on booking in day where lots are numbered and recorded on the sales sheets
