Client care (2) Flashcards
1
Q
What is in a client brief?
A
- scope of work
- required outputs
- deadlines
- reporting formats
- KPIs
2
Q
Who writes a client brief?
A
3
Q
How are fees established?
A
- hourly rate
- fixed percentage
- performance based
4
Q
What insurance is required?
A
each RICS surveyor of firm must have proffesional indemnity insurance.
5
Q
Terms of engagement
A
= formal client instruction in writing
- set out key terms ie: scope of work
6
Q
Communication with client
A
- depends on a type of client
- individual : possibly email and telephone
- company: more formal reporting to various stakeholders
7
Q
importance of clear communications
A
- don’t use jargon
- simple sentence structure
- adjust to the type of client
8
Q
Complaints handling
A
- every company must a written complaints handling procedure
9
Q
When are RICS standards forms of appointmen used
A
- for large scale projects
- short form for simpler projects
