Client Care

Question 1

What is client care?

Answer 1

Understanding a clients requirements and doing what is necessary to enhance service delivery
- QA procedure
- Complaint Handling Procedure

Question 2

Why is client care important?

Answer 2

• Retain clients
• maintain strong reputation in the industry

Question 3

What is a complaint?

Answer 3

An expression of dissatisfaction

Question 4

What is your company complaints handling procedure?

Answer 4

• acknowledge
• complaint handling officer will investigate into why we have received this complaint and look at remedies
• let client know how to overcome the problem
• inform PI insurers

Question 5

Why would a company have to decline new instructions from a client?

Answer 5

• potential conflict of interest
• instruction requires unethical action

Question 6

What is your business excellence protocol when issuing work?

Answer 6

• comp checked by fellow surveyor for any errors after completion
• partner check and sign off

Question 7

What is in the monthly client cost report?

Answer 7

• exec summary including anticipated final cost and key issues
• project details
• instructed variations
• anticipated variations
• cash flow
• contingency graph

Question 8

Would you lower your fee if client says competitor offered cheaper than yours?

Answer 8

No - I have calculated fee on resources required
Client would need to review scope if need lower

Question 9

How would you calculate fee?

Answer 9

• understand client requirements
• identify resources needed
• assess the duration
• apply daily rates against activity
• review fee as a % against project

Question 10

What do you do when handling clients money

Answer 10

• keep safe
• used for appropriate reasons only
• safeguard in a separate account

Question 11

RICS published document on handling clients money?

Answer 11

Client money handling - professional statement - Jan 2020

Question 12

What do you expect to see from a clients brief?

Answer 12

• scope of services
• insurance required
• duration of appointment
• client policies

Question 13

What would you include in a fee proposal?

Answer 13

• scope of services
• insurances
• information on team including CVs
• basis of pricing