Client Care L1 to L2 - SoE Qs Flashcards
What is Client Care?
Looking after the Clients’ best interests and providing an appropriate level of service that satisfies Client needs.
Why is Client Care important for your company?
- Majority of work is developed through repeat business.
- Client satisfaction = positive testimonials.
- Reduce the potential for negligence claims.
How are fees established?
- Clients requirements
- Scope of work (Type of build, value, programme, design)
- Time & resource required multiplied by hourly or day rate.
What would you do if a project was costing considerably more in your resource than anticipated?
Review fee proposal to determine if the issue is related to scope increase by the client or did the initial fee proposal underestimate the resource required.
If the resource was incorrectly calculated at fee stage I would continue delivery of the works and ensure there is no reduction in the delivery of the service.
I would take this as a lesson learnt situation and ensure when forecasting resource next time I clearly understand what is required.
How do you manage clients expectations?
Being open and honest at all times.
Agreeing a strategy with achievable goals and timelines.
Being transparent.
Give me an example of some KPIs you’ve used or been judged on?
Upon completion of projects - clients are issued with questionnaires which allows clients to rate the delivery of service provided by my company and myself.
This also allows clients to express areas of service delivery which can be improved.
Can you advise what you understand good client care to be?
I understand good client care to represent the following things:
- Effective QA Procedures
- Client Satisfaction Surveys
- Having appropriate CHP’s in place
- Outlining the Scope of Service
- Regular Communication
What is in a fee proposal?
• A scope of service document
• Terms of appointment
• T&Cs
• Organisational chart
• Relevant experience
• The fee
• Level of PIl
• Exclusions
What are the minimum limit of indemnity compared to turnover?
Each and every claim basis or aggregate plus unlimited round the clock reinstatement basis.
- Turnover £100k or less = £250k
- Turnover £100k to £200k = £500k
- Turnover £200k or more = £1m
What is maximum level of uninsured excess?
- PII limit £10m or less = the greater of 2.5% of the sum insured, or £10k
- PII limit £10m or above = No limit set
What would you do if you had undervalued your fee proposal?
If the scope of service had remained the same then we would have to bear the cost of the undervalue.
If the scope of service had increased then I would request additional fees.
Using a project example, can you advise how you have effectively managed relationships?
On the Great John Street Hotel project I developed a good working relationship with the client and this led to repeat work being awarded with the Great John Street Hotel project.
What is a complaint?
Expression of dissatisfaction.
What is G&T’s complaint handling procedure?
Complaint raised to key client contact in writing.
Complaint is to be acknowledged by key client contact within 7 days.
If client is still not happy the matter will then be referred to the project lead who will conduct their own review and inform the client of the conclusion within 28 days.
If client still remains unhappy an attempt to resolve the issue will be made via third party redress.
What is G&T’s third party redress provider?
CEDR - Centre for Effective Dispute Resolution
Or
RICS dispute resolution service
When would you inform your insurers if you received a complaint?
As soon as I had received the complaint
What is meant by Client’s money?
Money that:
an RICS-regulated firm holds for or receives on behalf of another person, including money held by a regulated firm as stakeholder and
is not immediately due and payable on demand to the RICS-regulated firm for its own account,
excluding fees paid in advance for professional work agreed to be performed, and clearly identifiable as such,
What types of client money accounts are available?
General account - holds money for more than one client.
Discrete account - single named client.
What is the RICS Money Protection Scheme?
RICS-regulated UK firms that hold client money must therefore ensure that they are registered with the appropriate RICS scheme.
Provides protection, as a last resort, in instances where an RICS Regulated firm is unable to repay a client’s money, up to the limits and exceptions set out in the scheme rules.
This is provided through RICS insurance policy.
What is the purpose of joint names on a client account?
Dual authorisation required for added protection.
How would you approach having to deliver bad news to a client?
If I had to deliver bad news to a client, I would ensure that had prepared for the conversation.
would ensure that I was empathetic and understanding of the situation.
I would make sure that I understood what the outcome of the conversation needed to be.
What is a stakeholder?
A stakeholder is a person or organisation that has an interest in the project.
What can you do as an individual that shows good client care?
Ensure that I communicate effectively and regularly with the client.
Undertake my contractual duties within the appropriate time frames i.e. undertake interim valuations and financial statements.
Make the client aware of our CHP.
Issue client satisfaction surveys at relevant intervals to receive applicable feedback on areas to improve to feedback to the team.
What do you understand by the term duty of care?
Ensure that another party does not suffer unreasonable harm or loss.
How would you establish the scope of services required for a project or client?
I would set up a briefing meeting to communicate with the client and outline their main drivers in terms of scope, cost, quality, risk and control.
I would want to understand what value meant to the client.
Is there an RICS document that outlines CHP?
Yes, the RICS professional standard - Complaints Handling, 2023
Can you elaborate on the RICS complaints handling procedure?
The RICS complaints handling procedure Is in two parts.
Stage 1:
The first being, inform the complaint handler in your firm and request full details in writing.
Acknowledgement will be issued within 7 days.
A response will be generated within 28 days.
Stage 2:
If not acceptable, this will be taken to ADR provider.
What would you do if a client asked to reduce your fee to match a competitor?
Iwould explain to the client how the fee has been calculated and the resources necessary to provide the scope of service.
I would further advise that I did not want to enter into a dutch action with other competitors.
If the client wanted a reduced fee, I would review with the client where services could be reduced in order to reduce the fee proposal.
Can you advise where you have developed reports for clients and how they were presented?
Thave produced many reports on differing projects, mainly in the form of cost reports.
These highlighted the financial standing of the project, advising on any project variations and the projected final account.
This was produced in a PDF format which was then presented to the client during a meeting, elaborating on any changes within the period.
What is the RICS life of a claim?
Stage 1: Preliminary notification - brief outline of the claim.
Notify PII and solicitors.
Must be acknowledged within 21 days
Stage 2: letter of claim - key documents to be provided by the claimant
Letter of acknowledgement within 21 days.
What are the requirements for money handling for firms?
- Hold in a client money account which the firm has exclusive control over.
- Client money account only contains the clients money.
- Don’t hold office money in the account unless it is a receipt of mixed money awaiting transfer.
- Account includes “Client” and the name of the firm in the title. Discrete accounts should include an indicator of the Client.
- Money is always immediately available.
- If instructed to place in a high interest account with penalties, penalties are only paid out of the Clients money if they have provided informed consent.
- Confirm the bank operating conditions.
Requirements for RICS members in relation to Client Money?
- Ensure compliance with all anti money laundering regulations .
- Ensure compliance with RICS standard - countering bribery and corruption, money laundering and terrorist financing.
- Follow forms procedures.
- Not override controls in place to protect Client money.
- Make disclosures to senior members of staff if you become aware of any risks or misappropriation to Client money.
What is the Client money protection scheme?
Protection for the Client if the firm cannot repay a clients money.
What are the requirements for firms for the Client Money Protection Scheme?
- Client money handling procedure needs to be published on website.
- Claim limit 12 months.
- £50k per claim.
- Aggregate annual claim £10.3 million.
What are the RICS requirements for Complaints Handling Procedure?
- Publish CHP with ADR provider.
- Maintain a complaints log.
- Be fit for purpose
- Be available to all staff
- Be understood by all staff
- Be shared with complaints
- Be reviewed at senior level
- Be agreed with insurers
- Details to access independent redress
