Client Care Level 1 Flashcards
What is client care?
The continuous process of identifying all client types and the behaviours appropriate for establishing good relationships, along with the systems and procedures for managing the client care process.
Why is client care important?
To retain existing clients and secure repeat business
Reduce the likelihood of conflict
Maintain a strong reputation within the industry and attract further clients
Who is a client and how do you know who your client is?
A client is anybody you are providing reasoned advice to
This can be line managers, directors, colleagues or the person or entity paying your fees
What is the difference between a client and a customer
A protective, ongoing business relationship is formed with a client but not necessarily with a customer
Give some examples of behaviours needed to establish good client relationships.
Responding to queries as soon as possible
managing expectations and not over compromising
comply with RICS ethical principles of honesty, integrity, competence, service, respect and responsibility
ensure adequate resources
How would you build trust with a client?
learn about them and their objectives
act within your level of competence
act in a professional manner
provide a high standard of service
be transparent, including with mistakes
How do you manage your clients expectations?
agree on goals and timelines
be open and honest
offer advice within your scope of service
be a good listener and understand expectations
regularly communicating and addressing problems directly
How do you manage your clients expectations?
agree on goals and timelines
be open and honest
offer advice within your scope of service
be a good listener and understand expectations
regularly communicating and addressing problems directly
What is a complaint?
An expression of dissatisfaction
What does the RICS say about complaints handling procedures for RICS regulated firms?
The RICS Complaints Handling Guidance Note states that RICS regulated firms must have a CHP which:
is fit for purpose reflecting the size of the firm
be made available to all staff and be understood by them
be readily available to complainants or potential complainants
be regularly reviewed
be agreed with PI insurers
have access to independent redress if the firm cannot resolve e.g. a soul practitioner may refer to a third party in the CHP
What do the New Rules of Conduct say about complaints handling procedures?
Appendix A (Professional Obligations to RICS) states:
‘firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log’
Why is it important to maintain existing client relationships?
large % of commissions are awarded through repeat business
maintaining and building existing relationships will promote a positive image of the individual and organisation
if awarded jobs straight away, easier to negotiate fees at the higher end as no competition, therefore can recruit employees with higher salaries so experienced / qualified QS’s which leads to higher profit margins so can invest in training etc
What is the overall objective of the RICS Client Money Handling Professional Statement?
to ensure that RICS member and RICS-regulated firms understand their obligations to ensure:
client money is kept safe
client money accounts are used for appropriate purposes only
RICS regulated firms have the appropriate controls and procedures to safe guard client money
How would you prevent a complaint?
meet expectations
understand terms of engagement
timeliness of reporting
appropriateness of service provided
good communication
How do you act upon feedback received from a client?
it should be formally recorded
ultimately ensure feedback is fed through the company through the lessons learned process
positives should be shared and discussed and how negatives can be improved
Negative feedback should be verified and the appropriate course of action taken
review the improvement in a suitable period of time
How do you deal with a complaint?
refer to RICS guidance doc
understand the complaint
inform PI insurers
allocate to the appropriate person
respond in the timescale noted
investigate
identify and record outcomes
communicate lessons learnt
What might be included within a consultant fee proposal?
scope of service
terms of appointment
basis of pricing
information on team (CV’s or qualifications)
project details
timescales
insurances
exclusions
assumptions (programme for example)
What might be excluded from a consultant fee proposal?
VAT
Disbursements
Dealing with claims
What is a consultant appointment document?
the terms and conditions for services being provided by a consultant
RICS have a standard form of consultant appointment if the business does not have their own
How do you calculate a professional fee for a new client?
understand requirements (scope, project details, budget and scope of service)
identify resource required
assess duration required to complete activities identified within the scope
apply a daily or hourly rate against these activities
review the total fee as a % against the budget as a sense check
When would you decline new work from a client?
if there is a potential or actual conflict of interest
the work could require an illegal or unethical actions
there is conflict with the RICS rules of conduct or ethical principles
What is a stakeholder?
All those that have direct or indirect legitimate interest in the use of an organisations land, buildings or project
What is the purpose of PI insurance according to the RICS?
According to RICS UK Professional Indemnity Insurance Requirements (2021)
- ensures that if a firm faces a claim, its protected from financial loss that it cannot meet from its own resources
- protect the insured member / firm against the consequences of its liability to pay damages to 3rd parties from breaches of professional duty
- ensure the firms client’s do not suffer financial loss that the firm cannot meet
What are a firms minimum limit of indemnity according to the RICS?
Based on firms turnover in the previous years turnover
Turnover of £100,000 or less - £250,000
Turnover of £100,001 to £200,000 - £500,000
Turnover of £200,001 or more - £1,000,000
