Client Care L1 to L2 - SoE Qs

Question 1

What is Client Care?

Answer 1

Looking after the Clients’ best interests and providing an appropriate level of service that satisfies Client needs.

Question 2

Why is Client Care important for your company?

Answer 2

• Majority of work is developed through repeat business.
• Client satisfaction = positive testimonials.
• Reduce the potential for negligence claims.

Question 3

How are fees established?

Answer 3

1. Clients requirements
2. Scope of work (Type of build, value, programme, design)
3. Time & resource required multiplied by hourly or day rate.

Question 4

What would you do if a project was costing considerably more in your resource than anticipated?

Answer 4

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.

Question 5

How do you manage clients expectations?

Answer 5

Being open and honest at all times.

Agreeing a strategy with achievable goals and timelines.

Being transparent.

Question 6

Give me an example of some KPIs you’ve used or been judged on?

Answer 6

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.

Question 7

Can you advise what you understand good client care to be?

Answer 7

I understand good client care to represent the following things:

1. Effective QA Procedures
2. Client Satisfaction Surveys
3. Having appropriate CHP’s in place
4. Outlining the Scope of Service
5. Regular Communication

Question 8

What is in a fee proposal?

Answer 8

• A scope of service document
• Terms of appointment
• T&Cs
• Organisational chart
• Relevant experience
• The fee
• Level of PIl
• Exclusions

Question 9

What are the minimum limit of indemnity compared to turnover?

Answer 9

Each and every claim basis or aggregate plus unlimited round the clock reinstatement basis.

1. Turnover £100k or less = £250k
2. Turnover £100k to £200k = £500k
3. Turnover £200k or more = £1m

Question 10

What is maximum level of uninsured excess?

Answer 10

1. PII limit £10m or less = the greater of 2.5% of the sum insured, or £10k
2. PII limit £10m or above = No limit set

Question 11

What would you do if you had undervalued your fee proposal?

Answer 11

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.

Question 12

Using a project example, can you advise how you have effectively managed relationships?

Answer 12

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.

Question 13

What is a complaint?

Answer 13

Expression of dissatisfaction.

Question 14

What is G&T’s complaint handling procedure?

Answer 14

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.

Question 15

What is G&T’s third party redress provider?

Answer 15

CEDR - Centre for Effective Dispute Resolution

Or

RICS dispute resolution service

Question 16

Would you inform your insurers and if so, when?

Answer 16

Yes, as soon as the complaint was logged with my company.

Question 17

What is meant by Client’s money?

Answer 17

The process of holding clients money by an RICS firm on behalf of a client in any currency.

Question 18

What types of client money accounts are available?

Answer 18

General account - holds money for more than one client.

Discrete account - single named client.

Question 19

What is the RICS Money Protection Scheme?

Answer 19

RICS-regulated UK firms that hold client money must therefore ensure that they are registered with the appropriate RICS scheme.

Provides for any member of the public to be reimbursed their direct loss of funds.

This is provided through RICS insurance policy.

Question 20

What is the purpose of joint names on a client account?

Answer 20

Dual authorisation required for added protection.

Question 21

How would you approach having to deliver bad news to a client?

Answer 21

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.

Question 22

What is a stakeholder?

Answer 22

A stakeholder is a person or organisation that has an interest in the project.

Question 23

What can you do as an individual that shows good client care?

Answer 23

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.

Question 24

What do you understand by the term duty of care?

Answer 24

Ensure that another party does not suffer unreasonable harm or loss.

Question 25

How would you establish the scope of services required for a project or client?

Answer 25

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.

Question 26

Is there an RICS document that outlines CHP?

Answer 26

Yes, the RICS has a document which outlines their recommended CHP and the minimum number of steps and timescales.

Question 27

Can you elaborate on the RICS complaints handling procedure?

Answer 27

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 independent party redress provider.

Question 28

What would you do if a client asked to reduce your fee to match a competitor?

Answer 28

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.

Question 29

Can you advise where you have developed reports for clients and how they were presented?

Answer 29

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.

Question 30

What is the RICS life of a claim?

Answer 30

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.

Question 31

What are the requirements for money handling for firms?

Answer 31

1. Hold in a client money account which the firm has exclusive control over.
2. Client money account only contains the clients money.
3. Don’t hold office money in the account unless it is a receipt of mixed money awaiting transfer.
4. Account includes “Client” and the name of the firm in the title. Discrete accounts should include an indicator of the Client.
5. Money is always immediately available.
6. 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.
7. Confirm the bank operating conditions.

Question 32

Requirements for RICS members in relation to Client Money?

Answer 32

1. Ensure compliance with all anti money laundering regulations .
2. Ensure compliance with RICS standard - countering bribery and corruption, money laundering and terrorist financing.
3. Follow forms procedures.
4. Not override controls in place to protect Client money.
5. Make disclosures to senior members of staff if you become aware of any risks or misappropriation to Client money.

Question 33

What is the Client money protection scheme?

Answer 33

Protection for the Client if the firm cannot repay a clients money.

Question 34

What are the requirements for firms for the Client Money Protection Scheme?

Answer 34

1. Client money handling procedure needs to be published on website.
2. Claim limit 12 months.
3. £50k per claim.
4. Aggregate annual claim £10.3 million.