Prior to working with a new client what checks would you undertake?
- Ensure that i am sufficiently skilled, knowledgeable and competent to carry out the work required.
- Check for conflict of interests
- Carry out anti money laundering checks
- Ensure your firm has sufficient PII
- Issue terms of engagement
When setting up a new practice what procedures would you put in place to ensure good client care?
- Processes for formalsing terms of engagement
- Clear communication lines with your client, including timescales
- Set up a procedure for regular client feedback ( monthly reviews etc)
- Procedures to keep client info confidential
- CHP
- Be transparent and understand clients objectives
Why is client care so important?
- Likely to retain existing clients and develop new business leads
- ## Avoids PII claims and complaints
On receipt of a formal written complaint, what would you do?
- Arrange a call with your client to inform you have received the complaint and are handling it, also do this in writing
- Issue the client with a copy CHP
- Report the complaint to a senior person in the firm or CHP person
- Notify PII insures in line with policy
- Arrange a meeting with the client to address areas of concern and how we can change procedures if required
- If the complaint cant be solved, refer to RICS redress mechanism.
What is a complaint and why is this a serious area?
A complaint is statement that a situation unsatisfactory to the client
Practices have a duty to inform their PII insurers
Complaints can result in loss of client, representational damage and PII claims against the firm.
What is meant by the term duty of care?
A duty of care is to ensure that another party does not suffer harm or loss that can arise from a breach of contractual obligations or negligence
What is the difference between a client and a customer?
Customer = Individuals who are purchasing goods or services from you , usually a one off.
Client = Looks for a professional service from you/the business
How would you conduct yourself with a new client?
- friendly, professional and engaging
- well presented, polite and respectful
What should be included in your organisation’s complaints handling procedure?
- Info of who is dealing with the complaint
- A request that complains are made in writing
- Stages of the procedure
- Timescale of handling the complain
- ADR mechanisms – approved by RICS
Tell me about your firms CHP?
- Upon receiving the compliant you should and lay out timescales for response.
- Inform who will be dealing with the complaint.
All complaints are passed to the department complains officer who will record the complaint onto our system. The complaint shall be acknowledged within 2 working days.
STAGE 1
Investigated by a line manager of the service concerned with a response with TEN DAYS
STAGE 2
Investigated by a scenario who does not have direct line management responsibility for the service concerned. A report is produced describing the complaint, the remedies and any changes that have happened as a result
Response within 25 days
STAGE 3
A panel of 3 members (councillors) will be assembled within 30 days. The members will speak to all parties to assess the best course of action
IF none of these stages satisfy the complaint you are recommended to speak to your local government ombudsman who will investigate the council. (is this an alternative disputes resolution)?
How does your firm obtain client feedback?
Lessons learned workshops
Good communication with the client
What is a KPI?
- Key performance indicator
- How effective you are achieving business objectives.
- Used to evaluate success.
What is meant by the term client money?
- When an RICS registered firm holds or receives for another person or company
- Excludes payment for professional fees
What is client Clare?
The process of identifying all client types and behaviours appropriate to establish good relationships
How to KPIs link to your job?
Monthly meetings to meet targets
Targets could be:- billing,
