Client Care

Question 1

What is client’s money and how should this be dealt with?

Answer 1

• The firm must be exclusive must remain in full control of all money movement
• Client ledger, records of all payments and receipts relating to a client in chronological order
• An account in the name of an RICS-regulated firm, a wholly owned subsidiary company of the firm
• Two types of account:
• a single client of the firm (discrete client money account)
• more than one client of the firm (general client money account)
• The only money in there must only contain Client’s money
• ensure that all client money accounts include the word ‘client’ (written in full) and the name of the firm in the title of the account
• ensure that money held in a client account is immediately available

Question 2

If a client raised a complaint about you, what would you do?

Answer 2

Acknowledge their request.

Speak to a superior.

Escalation to Director’s & Business Unit Leader’s.

Ensure the complaint handling procedure in 21 days.

Question 3

Describe what you would do if a client did not agree with your cost plan and wanted you to change it.

Answer 3

• I would ask their thoughts on the point they have issue with, in this situation. I would be happy to show them the back up to an item in the cost plan.
• As for general items, I would show how this is benchmarked against other projects & why I believe the costs to be what they are.
• I’d explain that the works would have been peer reviewed.

Question 4

How did you tailor your cost report to the client to suit their specific needs?

Answer 4

• The Client was keen to know about the anticipated final account and how the changes affected the sum.
• They were keen to know the anticipated variations.

Question 5

What do you include in a fee proposal?

Answer 5

• Understand the Client objectives/deliverables
• Understand the charge out rates of those proposed to do the works.
• Outline deliverables
• Outline timeline of appointment & deliverables
• Add profit margin
• Headed Letter

Question 6

What should you include on a Complaints Handling Procedure?

Answer 6

• Who to contact?
• What was the complaint
• Who was it about?
• Timescales in reply
• Company contact information
• RICS contact information

Question 7

What KPIs does AECOM’s client satisfaction survey monitor?

Answer 7

• Service
• Value for money
• Quality of service
• Timely delivery
• Health and Safety awareness
• Environmental awareness

Question 8

How do complaints work when there is only a sole practitioner?

Answer 8

Must nominate a surveyor from another firm to act as a companies Complaints Handling Officer

Question 9

What types of fee are there?

Answer 9

• Fixed
• Time Charge