Mandatory - Client Care

Question 1

What is client care?

Answer 1

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.

Question 2

What duty of care do I have to my clients?

Answer 2

Act with my scope of expertise.
Provide a high level of service.
Adhere to the RICS rules of conduct.

Question 3

How do I provide good client care?

Answer 3

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

Question 4

Why is client care important?

Answer 4

Retain existing clients and secure repeat business.
Grow your reputation.
Prevent negative issues arising.

Question 5

Why is it important to retain existing clients rather than just find new ones?

Answer 5

Make money through repeat business.
Makes a good impression and builds reputation.

Question 6

How do I conduct myself with clients?

Answer 6

In person -
Friendly
Polite
Enthusiastic
Well presented

Via email -
Polite
Precise
Considered

Question 7

What is a stakeholder?

Answer 7

A person with an interest in the project. Examples include the client, funders, design team, volunteers, end users and contractor.

Question 8

How do I build trust with a client?

Answer 8

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.

Question 9

What is a client?

Answer 9

A person under a protective, ongoing business relationship.

Question 10

What is a customer?

Answer 10

One who purchases a commodity or service.

Question 11

What is ‘soft landings’?

Answer 11

A series of meetings and workshops with the technical specialists on the design or contractor team to ensure a smooth handover with the client.

Question 12

Have I ever used any Quality Management Systems (QMS)?

Answer 12

Valuations/ payment schedules.
Cost report templates.
Following RICS guidance.

Question 13

What is a lessons learned workshop?

Answer 13

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.

Question 14

Do I use a procedure for obtaining client feedback?

Answer 14

I send out a survey at the end of a project to collect anonymous feedback. It’s sent to the marketing team and Directors.

Question 15

What happens with the feedback?

Answer 15

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.

Question 16

What are KPIs?

Answer 16

Key performance indicators.
Use to measure progress or as check points along the programme.

Question 17

How do I manage client expectations?

Answer 17

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.

Question 18

18. What is a complaint?

Answer 18

An expression of dissatisfaction. Complains tend to arrive when expectations have not been met.

Question 19

What rule does the RICS have regarding complaints?

Answer 19

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.

Question 20

When should my firm inform their insurance company if we receive a formal complaint in writing?

Answer 20

ASAP.

Question 21

How would I deal with a complaint from a client?

Answer 21

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.

Question 22

What is meant by ‘client’s money’?

Answer 22

Money that an RICS firm holds on behalf of a client that isn’t a fee or money owed to the business.

Question 23

What has the RICS published regarding handling client’s money?

Answer 23

Professional statement ‘Client money handling’ – January 2020.

Question 24

What are the objectives of the client money handling statement?

Answer 24

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.

Question 25

What information would I expect to see in the client’s brief?

Answer 25

• Services required.
• Insurances required.
• Terms of appointment.
• Duration of appointment.
• Key drivers for success.
• Client procedures and policies.

Question 26

What is included in a fee proposal?

Answer 26

Scope of service
Terms of appointment
Basis of pricing
Proposed team, CVs and qualifications
Experience
Insurances
Exclusions

Question 27

What is usually excluded from a fee proposal?

Answer 27

VAT
Services that are not required

Question 28

How would I calculate a fee for a new project?

Answer 28

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.

Question 29

If I was appointed and then realised I had undervalued my fee, could I go back to the client and ask for more money?

Answer 29

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.

Question 30

What are the risks to the client in having one consultancy provide all professional service?

Answer 30

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.

Question 31

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?

Answer 31

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.

Question 32

A client verbally agrees to me providing a service and a fee. What would I do next?

Answer 32

Follow it up in writing with the terms and conditions, fee and scope of service.

Question 33

What is a consultant appointment document?

Answer 33

Terms and conditions for services provided by a consultant to a client.
RICS has a standard form that can be used.

Question 34

When can I ask a client for additional fees?

Answer 34

Increased scope of services
If the project programme increases
Dealing with the insolvency of a contractor (if excluded from contracted scope of services)

Question 35

When should I decline new work from a client?

Answer 35

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.