Client Care General Overview Q&A Flashcards
What is client care ?
The process of identifying all client types and the behaviors appropriate to establishing good relationships,
along with the systems of procedures for managing the client care process,
all within the public interest.
What do you think the principles of client care are?
- Clearly understanding the client’s objectives;
- Clearly establishing the scope of services to be provided and the fee for doing so;
- Establishing clear lines of communication; and
- Being courteous, punctual and professional at all times.
What guidance does RICS publish on Client Care?
Complaints Handling - Professional Standard - July 2016 - Updated January 2022
Client Money Handling - Professional Standard - January 2022
Professional indemnity insurance requirements
UK: Version 10 with effect from 1 July 2024
How are firms supposed to look after Clients?
- Having appropriate level of Professional Indemnity Insurance and in line with RICS PI insurance requirements.
- Having a Complaints Handling Procedure.
- A procedure for handling clients money if applicable.
Why is client care important ?
Client care is the foundation of good business and relationships.
Client care helps retain existing clients and develops new leads through positive relationships and outcomes. This will provide a good reputation within the industry.
Failure to provide good client care is likely to lead to dissatisfaction, complaints and in worst case professional indemnity claims for professional negligence.
By providing good client care reducing the likehood of conflict.
What is a complaint ?
An expression of dissatisfaction. complaints generally arise when expectation have not been met.
Complaints can be made in writing or verbally.
Why is complaints handling so important ?
Complaints Handling - Professional Standard - July 2016 - Updated January 2022
is closing linked with Professionally indemnity
Of which encompasses client care.
&
If complaints are not manage appropriately and in worst cases can result in loss of client and reputational damage.
What is meant by the term duty of care ?
A duty of care is to a contractual term used to ensure one party does not suffer harm or loss , of which can arise as a result of a breach of contractual obligation or tort of negligence.
Terms of contractual appointments will include duties to perform services with reasonable skill and care, of which is a standard expectation of a reasonable competent professional.
In the absence of contractual obligation, tort of negligence can be applied , which relies on the courts applying the relevant aspects of common law to determine tee duty of are that is owed.
What is the difference between a client and a customer ?
Customers will be an individual purchasing goods and services from a company. One time transaction typically.
A client refers to a a professional services from business and will engaging over medium to long term objectives, having long lasting relationships.
How do you conduct yourself with clients and stakeholders ?
I am always well mannered, friendly and interested developing a working relationship.
I always present myself well and treat clients with respect
What is meant by the term soft landings ?
The term soft landings refer to a strategy designed to make an easy transition from the construction stage to the occupation stage of a project. The aim is to realise optimal operational performance and ensure that end user of project can operate effectively in the built asset.
Please provide an overview of your quality management procedures
Peer review process - Senior management check reports prior to them being issued.
We use standardized professional formatted documentation that consistent.
Authorization signature processes in place.
Accessible file storage systems.
Procedure for absence of staff.
e undertake Lessons learned workshop
Quality Management systems included reporting templates, payment schedules, following industry guidance and best practices.
What is your firms procedure for obtain client feedback ?
We undertake quarterly feedback session with our clients, which we call a client performance review. KPI will be set for each client. We very much treat this as a lessons learned workshop.
What is meant by the term KPI’s
A key performance indicator is a measurable value that demonstrate how effectively a company is achieving key business objectives
What is meant by the term Client money ?
Money of any currency whether in the form of cash, cheques, draft or electronic transfers.
A RICS regulated firm hold or receives on behalf of another person or company that is not immediately due or payable on demand to the RICS regulated firm for its own account.
Client money handling. What must regulated firms follow from the RICS professional standard.
- Hold all client money in a bank account you have exclusive control over
- Keep the money safe and have control in place
- Use client account for appropriate purposes only
- All client money accounts include the word client and the name of the firm in the title of the account
- Must be immediately available to the client
- Must comply with professional statements, countering bribery and corruption,
money laundering and terrorist financing - All record relating to client money are available on request
- Client money is part of you annual return to RICS
What is the obligation on firms for complaints handling ?
- RICS Rules of Conduct places an obligation on Regulated firms. Firms must publish their complaints-handling procedure, which includes and alternative dispute resolution provider and maintain a complaints log.
- Ensure that the staff have access to and an understanding of the firms CHP’s.
- Record all complaint.
- Do not get defencive take the motions out of the problems.
- If I am unsure Ill refer to appendix C life of the claim for guidance on procedures.
What information should be contained in a client brief for an appointment ?
- Brief of the project and the service requirements
- Insurances
- Terms and conditions
- Duration of the appointment
- Policies and procedures
- What would you expect to be in a fee proposal
- Executive summary
- Identification of client needs and key deliverables
- Identification and analysis of project issues
- Relevant experience CV’s
- Team structure – organogram
- Terms and condition of appointment
- Basis of pricing the fee
- Scope of services
- Programme
- Insurances
- Inclusions and Exclusions
- Clarifications
Prior to working with a new client what pre-appointment checks would you undertake ?
- I would ensure that I am sufficiently knowledgeable, skilled and competent to carry out the work required.
- I would check for conflict of interest. In line with rics professional guidance on conflict of interest.
- I would check for anti money laundering in line with anti money laundering directive and rics professional statement of countering bribery and corruption, money laundering and terrist financing
- Ensure sufficient PI level
- Formalise engagement in writing.
When setting up a new practice, what procedure would you put in place to ensure good client care was being provided
- Formalise terms of engagement and clear communication lines, confirming timescales, resourcing adjustment and obtaining any information required from the client.
- Set up procedure for obtaining regular client feedback and ensuring this acted upon for example by holding monthly client performance reviews.
- Develop strategies for taking part in business development activities in order to retain existing client and also generate new business.
- Reporting to client using agreed and consistently formatted documentation that has been tailored to meet the clients requirements
General Good Client car advice
- Having an Effective leadership in managing client base and future clients and
Implement a client management programme is essential. - To develop successful business relationships you must meet or exceed your clients expectations.
- Understand you clients expectations.
- Under promise and over deliver is key
- How you communicate how you will work together is major setting of expectations, clarify with the party of:
- How we are going to work together
- How we will communication and when
- Who the client should speak to with concerns
- How information is shared and reports formatting requirements
- Understand your business partners (clients) business objectives
Regular contact with business partners that’s relationship focused and not project focused all the time: Relationships are massive – meet in person, pick up phone
build friendships, understand and build relationships around and slowly establish what you need from them and what they need from you, listen well.
Engage in activities or discussion that doesn’t involve the project.
Need from then what they need from me – set out
What is Public Liability Insurance?
Covers the cost of claims made by members of the public for incidents that in connection with a business activity. It will compensate a third party for personal injury, loss or damage of property.
What are the RICS PII Insurance Recommendations
£100,000.00 turnover = £250,000.00 minimum cover.
£100,000.00 – £200,000.00 turnover = £500,000.00 minimum cover.
£200,001.00 plus turnover = £1,000,000.00 minimum cover.
To be a RICS Regulated firm, what does you P I Insurance have to be?
On an Each and Every Claim Basis.
Why is Stakeholder Management essential?
To help to develop and control relationships with all individuals who are impacted by a project, to help achieve project success
What is Stakeholder Management?
Getting stakeholders involved early on, to help them set the goals and objectives for the project.
Keep in regular contact, with clear concise communication.
What is a Client Brief?
A clear statement of the Clients desired level of quality, functionality and cost.
What would you do if the Client wanted to take legal action against a Main Contractor?
Check my contract to see if this was included within my scope of works.
If not then I would advise the client that this would come at additional cost to them.
What appointment documents does the RICS publish
RICS Standard Form Consultant Appointment.
* RICS Short Form Consultant Appointment.
What else does RICS publish relating to PI Insurance
List of approved brokers.
Minimum wording policy.
Black Book, Construction Insurance.
How should PI work?
It should be on an each and every claim basis.
Retrospective, i.e. the current insurer will have to pick up claims for negligence before they were the insurer.
Should have runoff cover the cover old work. RICS minimum of 6 years, however should cover the extent of contracts durations.
What is PI Insurance?
A form of insurance that covers for claims against professional negligence.
What do you clarify with regards to a clients objectives?
Time
Cost
Quality
Desired final product.
Functionality
Clients aspirations and goals for the project.
Key Performance Indicators.
What are two ways of ensuring complaints do not occur?
Proactive measures, whereby Questionnaires are issued to clients, to try and pre-empt where complaints may occur, putting in place measures to ensure they don’t.
Reactive measures, whereby when a complaint is received, steps are taken to ensure the complaint doesn’t occur again.
What is included within the Complaints Log?
Date.
Location.
Details of Complaint.
Actions taken.
Close out date.
What is a Complaints Handling Procedure?
A system of dealing with formal complaints against a company/person, for which there is a formal redress system.
What is ISO 9001?
A Quality Management System, which helps to manage and monitor quality across the business.
What is a quality assurance policy?
A statement of the company’s desired level of quality for a service or product.
What does good client care require?
A clear understanding of the client’s objectives and aims.
A professional approach.
Clear, concise communication.
A quality assurance policy.
Complaints handling procedure.
Professional Indemnity Insurance.
Why would you use a Key Performance Indicator?
To provide a quantifiable measurement to assist parties in the construction.
To ensure that the Clients requirements are met, and if not why.
Give me an example of a excellent client care?
Managing client expectations:
For example, i have recently worked with a project site SETP. I made sure during the pre-construction phase that i managed my client expectation well from the start, establishing clear timeline of services and any limitations recorded verbally and written.
I Maintained regular meeting updates and upon completion of key milestones to maintain transparency.
I maintain prompt notification and i am upfront with client regarding risks and uncertainties involved, while proactively managing matters that could impact my client.
Throughout this process, i consistently check in with my client for feedback.
For me excellent client care is being professional, and always maintaining a high level of morality when engaging with client and public, this means to me to be always Honest, act with integrity, delivery the best service possible.
Please provide some examples of quality management system you have used on your projects
To maintain high quality consistent service i adhere to industry best practice for my reporting.
For example, i use NRM 1 Guidance and templates when drafting and completing my cost plans.
Give me an examples of how KPI Can be used in construction
- Snags and defects number
- Cost overrun
- Programme
- Profitability
- Healthy and safety scoring
- Environmental scoring
- Use of local labour
What obligation do firms have with regards to complaints handling
Appendix A of the rules of conduct places an obligation on firms to publish complaints-handling procedure, which included ADR approved by rics and maintain a complaints log.
Complaints handling - 1st edition July 2016 updated in January 2022
What’s the definition of client money
Money of any currency that rics regulated firm holds for or receives on behalf of another person including money held by a regulated firm as stakeholder. The money is not immediately due and payable on demand the rics regulated firm for its own account.
How do you mange surplus client money you cannot cant find or contact
money in account and cant find client – hold for 6 years and possible pay to charity. Indemnity provided by charity in the event the money need to be re-payed
Prior to working with a new client, what pre-appointment checks would you need to undertake?
I would ensure those working on the commission are sufficiently knowledgeable, skilled and competent to carry out the work required.
I would also check for any potential conflicts of interest in line with the RICS professional guidance on conflicts of interest.
Anti-money laundering checks would be required in line with the Anti-Money Laundering Directive and RICS professional statement Countering Bribery and Corruption, Money Laundering and Terrorist Financing.
Finally I would ensure the firm has sufficient Professional Indemnity Insurance to cover the value of the instruction and formalise the appointment with issue and sign off of written terms of engagement.
When setting up a new practice, what procedures would you put in place to ensure good client care was being provided?
I would setup processes for formalising the agreed terms of engagement and clear communication lines with the client, including confirming timescales, resourcing adjustments and obtaining any information required from the client.
I would also set up procedures for obtaining regular client feedback and ensuring this is acted upon for example by holding monthly client performance reviews.
Setup of strategies for taking part in business development activities in order to retain existing clients and also generate new business would also be undertaken.
Procedures to keep client information confidential including use of non-disclosure agreements to protect client confidentiality would also be put in place.
Why is client care so important?
Surveying practices that provide excellent client care are likely to retain existing clients and develop new business leads by receiving positive testimonial.
A failure to provide good client care is likely to lead to client dissatisfaction, complaints and in the worst-case scenario, Professional Indemnity insurance claims for professional negligence.
Formal complaints and insurance claims can be costly and result in a stressful working environment, reduced staff performance and can be time consuming.
Complaints and claims can and should be avoided with diligence, manageable workloads, resource planning and well developed procedures for obtaining and acting on customer feedback.
What is meant by the term client money?
Money of any currency whether in the form of cash, cheques, draft or electronic transfer. An RICS regulated firm holding or receiving money on behalf of another person or company that is not immediately due or payable on demand to the RICS regulated firm for its own account. Client money excludes fees paid in advance for professional work.
Explain what a Quality Management System (QMS) could be used in larger firms, alongside compliance with ISO 19001:2015
A Quality Management System (QMS) could be used in larger firms, alongside compliance with ISO 19001:2015 (following the process of plan, do, act and check). This is a set of interrelated policies, processes and procedures in the core areas that can impact a firm’s ability to meet a client’s requirements.
A suggested procedure within a QMS could be: Conflict of interest checks; Customer due diligence process; Critical task checklist for files; Data handling and security processes; Process to check the quality of work, especially for new or junior staff; Billing process; Complaints handling process, including feedback on lessons learnt.
What happens if a complaint is unresolved ?
If the complaint is unresolved,
ADR can be pursued using a mechanism approved by the RICS Standards & Regulation Board (Version 10, effective February 2022).
For example to the following:
Consumer redress (customer complaints)
Centre for Effective Dispute Resolution (CEDR),
The Property Ombudsman,
The Property Redress Scheme,
Financial Ombudsman Service;
Business to business (B2B) redress (contractual disputes) –
Centre for Effective Dispute Resolution (CEDR),
RICS Dispute Resolution Service (DRS).
What need to be in place for handling client money
Client must always have access to funds. Client money must be kept separate and clearly identifiable - include the word client in account name. Control must be in place to keep funds secure.
How would you manage cplaints handling procedure
Complaints handling should follow two stages as a minmmum
Stage one
- Acknowledge the complaint as quickly as possible - no more than 28 days.
- The complaint should be in handled by a senior person or designated complaints handler
- The first stage must be charge free
Stage Two
- If the firm is unable to resolve a complaint internally then the complaint will be taken to an independent redress mechanism that is approved by RICS.
- it must be clear, quick and transparent and impartial
- The complaint may be expected to contribute towards cost incurred during the second stage
- All complaints, progress and outcome must be recorded and made available.
- Insurance providers will need to be notified asap.
If you were to open up your own practice, what insurance must you have in place?
Professional Indemnity Insurance
Public Liability Insurance
Employer’s liability insurance
What is the maximum level of uninsured excess a firm must pay for a claim?
For turnover under £10million the firm must pay either 2.5% of sum insured or £10,000.00 whichever amount is greater. If the company’s turns over £10million there is no limit set.
What does fully retroactive cover mean?
PII policies work on a ‘claim made basis’ meaning the claim is covered if brought within the insured period, even if the negligence occurred previously, meaning all former work is covered by the insurance.
What do you know about Run Off Cover?
Run Off Cover must be in place for a minimum of 6 years after a firm ceases to trade and will cover the firm for any claims. For consumer consumer claims the minimum level of insurance must be £1million.
What limitation periods are in place under hand and under deed.
6 years when executed under hand
12 years when executed under deed
What are the requirements for PII set our by RICS?
- The cover must be on an ‘each and every’ claim basis.
- The RICS set out minimum levels of indemnity.
3.The RICS sets the maximum levels of uninsured excess.
4.The firm must have run off cover in place for at least 6 years.
5.The PII must cover for past and present employees, directors and partners.
Do you know any Case Law relevant to PII?
Merrett vs Babb
The case dates back to 2001 and highlights the importance of run off cover. A surveyor was sued for negligence and as the firm no longer was in business the claimant successfully sued the individual for damages.
What steps would you take to set up a RICS Practice?
- Contact the RICS for guidance and obtain a company start up pack.
2.Inform the RICS and register for regulation.
3.Appoint a contact officer for all RICS communication and a responsible principal
4.Prepare a complaint’s handling procedure.
5.Obtain professional indemnity insurance cover.
6.Abide the RICS rules of conduct for firms.
7.Use the designation ‘Regulated by RICS’ on all practice material.
8.Act in accordance with Royal Charter and Bye-Laws
9.Notify RICS of any material change, liquidation or any disciplinary action
What do you understand by client care?
A continuous process of understanding a client’s needs and ensuring these are met, this can be achieved by:
1. A good understanding of the client’s needs
2. Having a complaint’s handling procedure
3. Quality Assurance Procedures
4. Key Performance Indicators (KPIs)
5. Client Feedback forms
6. Lessons Learned workshop
How do you identify stakeholders?
A stakeholder is a person or organisation who has an interest in the project.
How a fees established?
1.To establish fees I would consider the the project scope, duration, key deliverables, and budget.
- From this I would establish the time required and the resources needed.
- I would check the market to ensure a fair rate, and then apply this rate to the the time required.
- I would always review this against the total budget cost as a sense check
5.I would reflect and revisit during the appointment and always be open and transparent with the fees.
What is good client care important?
1.To retain existing client’s and secure repeat business
2.Reduce the likelihood of conflict
3.Good reputation
How do you build trust with the client?
1.Always be open, honest and transparent with the client
2.Act within my level of competence
3.Always act in a professional manner
4.Always provide a high level of service
Can you provide examples of QMS on your projects?
1.Using company standard forms for subcontract orders
2.Ensuring a payment schedule is produced and adhered to
Regular reporting
3.Following company procedure
4.Ensuring H&S procedures are followed
What are formal communication procedures you adopt in your work?
Email/Zoom/Teams
Be respectful
Listen carefully
Keep good records
Response times
Punctuality
