Mandatory Competency - Flash Cards - Client Care
What is the definition of client care?
Client care is about looking after clients best interests and providing a service that satisfies clients needs and achieves VFM.
How do you establish trust with a client?
Transparency, honesty, learn about client and objectives, act within level of competence, act in professional manner, provide high level of service, communication is key.
What is a client brief and what should it include?
Provide foundations of a project and its intention. Outline, objectives, project team, cost, programme, quality.
What information would you want to obtain for identification of client needs?
Briefing meeting, deliverables, scope of services, stakeholders, budget, programme expectations, existing information.
How do you act with your clients needs first while maintaining professionalism and competence?
I will ensure when advising clients I have the necessary expertise or I engage a specialist who does. For example on the HDP project I ensured an M&E specialist was appointed to complete the M&E design as this is outside of my scope of competence.
Why is it important to identify project stakeholders?
To ensure that all parties are involved at the required states, I would identify project stakeholders on an org chart and in a project directory.
How do you ensure a clients brief is understood?
I will review the brief, undertake a briefing meeting with the client and stakeholders. If there is not sufficient information to develop a scope of services I will interrogate the brief further with the client and record this in writing assisting in the development of the brief.
How do you identify communication requirements and key deliverables?
Once all stakeholders have been identified I will compile a responsibility assignment matrix which will highlight who needs to be communicated and consulted with. Key deliverables will be identified with the client PM and stakeholders.
How would you measure your performance with a client to promote development?
Use of KPIs such as measuring project completion dates. Feedback questionnaires. Lessons learnt.
What is your companies complaints procedure?
In line with the RICS 2 stage complaints procedure.
What is the RICS complaints procedure?
In line with the RICS guidance and is broken down in two stages, stage 1 will be address by complains handler or senior member, acknowledged within 7 days and responded to within 28 days. Stage 2 allows for an independent redress provider to review the complaint as approved by the RICS Regulatory Board. Log complaint in complaints handling log and inform PII.
What must firms do to comply with the RICS requirements for complaints procedures?
Have a complaints handling procedure, nominated complaint handler, log any complaints in a complaint handling log, inform PII, submit complaints to RICS in annual return.
How would you go about preparing a fee proposal for a client?
I would identify the clients brief, hold a briefing meeting and establish the project objectives. I would then be able to put together a scope of services and engage with specialists for fees where required.
What key information is included within a fee proposal?
Address and parties. Scope of services (what’s included, limitations, exclusions, assumptions). Staffing (who is responsible / involved). Fee breakdown (hourly rates, fixed fees, VATs). Confirmation of external consultant involvement where possible. Complaints handling procedure. Insurance details. Terms and conditions of business (payment procedure, interest). Signatures and dates from all parties
How would you establish the fee for a discipline on a project?
Put together resource schedule of what resource you will need to complete the project (in house & supply chain). Detail a scope of service for individuals required in the project. Obtain Supply chain fees where required. Calculate time and number of individuals required to undertake the works and multiply it by a day rate allowing for OH&P (8-10% at F+G)
What information would you refer to for compliant handling?
Refer to RICS Professional Standard on Complaints Handling. Provides details on required procedure, PII implications.
What information would you refer to for conflicts of interest?
Refer to RICS Professional Standard on Conflicts of interest.
What are the different types of conflict of interest?
Party conflict, own conflict, confidential information.
How would you deal with a conflict of interest with one of your clients?
I would make my company and client aware of the conflict and record it in the COI log. Depending on the type of COI would depend on how It proceeded. Key things to consider if proceeding would be if it would be ethical and legal and to ensure the client provides informed consent.
What information could you use for appointment of services?
The RICS standard form of consultants appointment and its explanatory notes.
How do you limit risk of working with financially unstable clients?
Internet search and company check.
If a client asked you to lower fees, the client has to pay the required price for the level of service required or you would need to reduce the scope?
I would suggest we review the client brief to establish whether it could be reduced to assist in reduction of fees.
What standard forms of contract are available to appoint a chartered surveyor?
RICS Standard form of appointment.
What insurances would a company typically need to have in place before they can provide professional services to a client?
PII
