Client Care Level 1 Flashcards
How do you obtain a client’s brief?
- based on discussions with the client and desktop research
- The brief should be recorded in writing and agreed with the client.
The brief is used to inform the agreed terms of engagement; it could include headings such as scope of work, required outputs, deadlines and reporting format.
How do you gain understanding of a client’s brief?
- understanding their short term objectives and long term goals
- understand an restrictions in relation to cost, time or quality
How do you meet your clients’ expectations of their brief?
Firstly through understanding the client’s brief thoroughly through consultations with the client to understand their requirements, objectives, expectations and priorities. Then, defining and agreeing on my scope of services in line with the client’s expectations. Once agreed, throughout the project I’d maintain effective communication, quality assurance and sticking to my SLA’s is essential.
How would you compromise your professional duty?
This would be through any type of act or omission that I engage in which is in relation to the Rules of Conduct. For example, in relation to Rule 1, not identifying or mitigating a conflict of interest would be compromising my professional duty.
How do you ensure that you are open, honest & transparent?
- I am open, honest and transparent with my clients about my fees and services
- I would respond to any complaints made against me promptly, openly & fairly
How does ensuring openness, honestly & transparency fit in with RICS ethics?
It falls under RICS Rule of Conduct 1.
How do you adapt your approach?
I adapt my approach based on who I am dealing with, their needs, objectives and characteristics. Take clients for example, I adapt my technique based on the client’s background and experience level. Similarly, I align my approach with their priorities, particularly in reference to the time/quality/cost triangle. I also adapt based on the client’s communication preferences or task at hand.
What are some KPI’s?
Examples of some of my KPI’s include:
- responding to my contractor tender submissions with initial queries within 3 working days
- on retail fit-out projects, agreeing tenders 6 weeks prior to SOS
How do you feedback lessons learnt?
Following the ongoing data/feedback collation throughout the project and the post-project review with the client, I document the lessons learnt into a report which includes:
1. a brief summary of the project
2. Key successes and what contributed to them
3. Challenges faced and how they were resolved or could have been avoided
4. Recommendations for future projects
I then distribute the report throughout my company and set up a meeting for dicussion.
What behaviours in your working life should you expect to show good client care practice?
- responding to queries as soon as possible
- managing expectations
- complying with RICS Rules of Conduct
- creating business relationships
- understanding the clients specific needs
- understanding the clients timescales
What would you consider necessary to consider if you are setting up a complaint handling procedure?
I would refer to the RICS Complaints Handling Professional Statement, ensuring that the procedure:
1. is fit for purpose reflecting the size of the firm
2. made available to all staff and understood by them
3. be readily available to all staff and understood by them
4. be readily available to all complainants or potential complainants
5. be agreed with PI insurers
6. have access to independent redress if the firm cannot resolve
What do you understand by the term corporate social responsibility?
It is action taken that positively impacts on the environment, communities, the workplace and suppliers. It’s recognising that business activities do not just impact profitability, but also society and the environment.
My understanding is that in everything we do, we should apply our knowledge and expertise to drive a progressive agenda for the benefit of the business, society and the planet.
Does your company have a corporate social responsibility policy?
Yes, our policy refers to not only our compliance with laws, but also our business ethics, in terms of:
- anti-bribery practices
- environmental management systems and our contributions towards preserving the environment
- equal opportunity’s employment
What current challenges is Covid and/or Brexit and/or the current conflict in Russia and Ukraine bringing to Client Care?
- Potential breakdown in communication / adapting to new ways of working following a shift towards remote / hybrid working post Covid
- Cost Inflation - a need to regularly update client’s and present to client’s the cost challenges associated with energy and material cost increases, which client’s may not always be receptive to
