Mandatory - Client Care Flashcards
What is client care?
A process of understanding the client’s requirements and then analysing my performance to continually improve my performance and deliver a service that meets the client’s needs.
What duty of care do I have to my clients?
Act with my scope of expertise.
Provide a high level of service.
Adhere to the RICS rules of conduct.
How do I provide good client care?
Understand requirements and write the scope of service and fees I am providing clearly.
Adapt my language and presentation formats to a level that the client can understand.
Explain anything that they don’t understand.
Feedback meetings
Satisfaction surveys
Lessons learned workshops
Complaint procedures
Follow the Quality Assurance procedures
Why is client care important?
Retain existing clients and secure repeat business.
Grow your reputation.
Prevent negative issues arising.
Why is it important to retain existing clients rather than just find new ones?
Make money through repeat business.
Makes a good impression and builds reputation.
How do I conduct myself with clients?
In person -
Friendly
Polite
Enthusiastic
Well presented
Via email -
Polite
Precise
Considered
What is a stakeholder?
A person with an interest in the project. Examples include the client, funders, design team, volunteers, end users and contractor.
How do I build trust with a client?
Show interest in their project.
Meet deadlines.
Produce high quality documents.
Be open and honest.
Don’t pretend I know things I don’t.
Ask questions.
What is a client?
A person under a protective, ongoing business relationship.
What is a customer?
One who purchases a commodity or service.
What is ‘soft landings’?
A series of meetings and workshops with the technical specialists on the design or contractor team to ensure a smooth handover with the client.
Have I ever used any Quality Management Systems (QMS)?
Valuations/ payment schedules.
Cost report templates.
Following RICS guidance.
What is a lessons learned workshop?
A guided workshop where all relevant stakeholders review the performance of the project and analyse what went well and what could be improved. Apply these lessons to future projects.
Do I use a procedure for obtaining client feedback?
I send out a survey at the end of a project to collect anonymous feedback. It’s sent to the marketing team and Directors.
What happens with the feedback?
Recorded in a formal way.
Praise positive feedback.
Discuss negative feedback and implement training to make improvements.
If the feedback is relevant to the company as a whole, then disseminate to everyone through training.
What are KPIs?
Key performance indicators.
Use to measure progress or as check points along the programme.
How do I manage client expectations?
Agree on strategy, deliverables and programme.
Be open and honest.
Only offer advice within my competence.
Listen to their requirements.
Regularly communicate.
Address and resolve problems quickly.
What is a complaint?
An expression of dissatisfaction. Complains tend to arrive when expectations have not been met.
What rule does the RICS have regarding complaints?
Rule 7
A Firm shall operate a complaints-handling procedure and maintain a complaints log. The complaints-handling procedure must include an Alternative Dispute Resolution (ADR) mechanism that is approved by the Regulatory Board.
When should my firm inform their insurance company if we receive a formal complaint in writing?
ASAP.
How would I deal with a complaint from a client?
Acknowledge receipt.
Notify my director.
Pass on the complaint to the relevant person/ team.
Identify how to rectify the situation.
Formally communicate to the client how we will respond to their complaint.
If the client is unhappy they have the right to separate review or mediation.
If still unhappy they have the right to refer to an independent dispute resolution.
Communicate lessons learned internally.
Update the insurance company throughout the process.
What is meant by ‘client’s money’?
Money that an RICS firm holds on behalf of a client that isn’t a fee or money owed to the business.
What has the RICS published regarding handling client’s money?
Professional statement ‘Client money handling’ – January 2020.
What are the objectives of the client money handling statement?
Make RICS members and firms understand their obligations to:
- Keep client money safe.
- Client accounts are used for appropriate purposes.
- There are appropriate controls and procedures to safeguard client’s money.
What information would I expect to see in the client’s brief?
- Services required.
- Insurances required.
- Terms of appointment.
- Duration of appointment.
- Key drivers for success.
- Client procedures and policies.
What is included in a fee proposal?
Scope of service
Terms of appointment
Basis of pricing
Proposed team, CVs and qualifications
Experience
Insurances
Exclusions
What is usually excluded from a fee proposal?
VAT
Services that are not required
How would I calculate a fee for a new project?
We have a template broken into the RIBA stages, the work required in each stage and the different staffing levels. I assign the time required for each task, at each RIBA stage to the appropriate staff member. This corresponds to a daily rate for each QS level and calculates an overall fee for the project.
I review this against the client brief and their overall budget as a sense check.
If I was appointed and then realised I had undervalued my fee, could I go back to the client and ask for more money?
Only if the scope of services has increased. If the job is as per the tender and cost I submitted then it’s my fault and I have to learn from it and make sure I don’t make the same mistake in the future.
What are the risks to the client in having one consultancy provide all professional service?
If that consultancy fails, then you lose your entire team.
Potential conflict of interest – difficult to criticise or challenge colleagues.
But it can help with efficiency having everyone working together and knowing procedures.
What would I do if I submitted a tender and the client called me to say they liked my proposal, but I was more expensive than a competitor and could I reduce my fee?
I would explain that my fee was based on my understanding of their requirements. I could look at the scope of services to check that my understanding and fee was correct. I would only change my fee if the scope of services could be reduced.
A client verbally agrees to me providing a service and a fee. What would I do next?
Follow it up in writing with the terms and conditions, fee and scope of service.
What is a consultant appointment document?
Terms and conditions for services provided by a consultant to a client.
RICS has a standard form that can be used.
When can I ask a client for additional fees?
Increased scope of services
If the project programme increases
Dealing with the insolvency of a contractor (if excluded from contracted scope of services)
When should I decline new work from a client?
If there’s a conflict of interest.
If it’s illegal or unethical.
If it’s against the RICS rules or standards.
If I’m not in a position to provide the services they need.
