Client Care

Question 1

What defines a good client relationship?

Answer 1

Open and honest communication
achieving set deadlines
keeping the client informed

Question 2

What are example of forms of communication?

Answer 2

Verbal
Discussions
Meetings
Emails
Letters
Reports
Presentations

Question 3

What is Equans Complaint handling procedure?

Answer 3

Complaints Acknowledgement within 1 working day Response within 5 working days

Complaint Escalation Acknowledgement within 1 working day Response within 5 working days - Identified Senior Manager or director

Question 4

How do you ensure contractors proposals meet client requirements?

Answer 4

• Review both documents
• Highlight any conflicting info
• Discuss with the client
• Make sure theyre aware of differences

Question 5

What is an example of where choices have been discussed and agreed?

Answer 5

• Landscaping Ashbrow - Clients comments passed onto landscape architect and implemented - Costs discussed with client and options appraised
• Ceramic tiling - Various options discussed
• Ironmongery - various options discussed

Question 6

How is a cash flow forecast produced?

Answer 6

Producing an agreed external valuation template and then forecasting monthly valuations against the programme – This cashflow can then be amended should the programme change

Question 7

What is an example of KPIs on your schemes?

Answer 7

• Programme
• cost/budget
• employment of local labour
• Apprentices
• sectional completion

Question 8

What is client care?

Answer 8

The continuous process of identifying all client types and the behaviours appropriate for establishing good relationships, along with the systems and procedures for managing the client care process.

Question 9

Why is client care important?

Answer 9

• To retain existing clients and secure repeat business
• Reduce the likelihood of conflict
• Maintain a strong reputation within the industry and attract further client

Question 10

Who is a client and how do you know who your client is?

Answer 10

• A client is anybody you are providing reasoned advice to
• This can be line managers, directors, colleagues or the person or entity paying your fees

Question 11

What is the difference between a client and a customer?

Answer 11

• A protective, ongoing business relationship is formed with a client but not necessarily with a customer

Question 12

Give some examples of behaviours needed to establish good client relationships.

Answer 12

• Responding to queries as soon as possible
• managing expectations and not over compromising
• comply with RICS ethical principles of honesty, integrity, competence, service, respect and responsibility
• ensure adequate resources

Question 13

How would you build trust with a client?

Answer 13

• learn about them and their objectives
• act within your level of competence
• act in a professional manner
• provide a high standard of service
• be transparent, including with mistakes

Question 14

How do you manage your clients expectations?

Answer 14

• agree on goals and timelines
• be open and honest
• offer advice within your scope of service
• be a good listener and understand expectations
• regularly communicating and addressing problems directly

Question 15

What is a complaint?

Answer 15

• An expression of dissatisfaction

Question 16

What does the RICS say about complaints handling procedures for RICS regulated firms?

Answer 16

• The RICS Complaints Handling Guidance Note states that RICS regulated firms must have a CHP which:
• is fit for purpose reflecting the size of the firm
• be made available to all staff and be understood by them
• be readily available to complainants or potential complainants
• be regularly reviewed
• be agreed with PI insurers
• have access to independent redress if the firm cannot resolve e.g. a soul practitioner may refer to a third party in the CHP

Question 17

What do the New Rules of Conduct say about complaints handling procedures?

Answer 17

Appendix A (Professional Obligations to RICS) states:
‘firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log’

Question 18

Why is it important to maintain existing client relationships?

Answer 18

• large % of commissions are awarded through repeat business
• maintaining and building existing relationships will promote a positive image of the individual and organisation
• if awarded jobs straight away, easier to negotiate fees at the higher end as no competition, therefore can recruit employees with higher salaries so experienced / qualified QS’s which leads to higher profit margins so can invest in training etc

Question 19

What is the overall objective of the RICS Client Money Handling Professional Statement?

Answer 19

• to ensure that RICS member and RICS-regulated firms understand their obligations to ensure:
• client money is kept safe
• client money accounts are used for appropriate purposes only
• RICS regulated firms have the appropriate controls and procedures to safe guard client money

Question 20

How would you prevent a complaint?

Answer 20

• meet expectations
• understand terms of engagement
• timeliness of reporting
• appropriateness of service provided
• good communication

Question 21

How do you act upon feedback received from a client?

Answer 21

• it should be formally recorded
• ultimately ensure feedback is fed through the company through the lessons learned process
• positives should be shared and discussed and how negatives can be improved
• Negative feedback should be verified and the appropriate course of action taken
• review the improvement in a suitable period of time

Question 22

How do you deal with a complaint?

Answer 22

• refer to RICS guidance doc
• understand the complaint
• inform PI insurers
• allocate to the appropriate person
• respond in the timescale noted
• investigate
• identify and record outcomes
• communicate lessons learnt

Question 23

What might be included within a consultant fee proposal?

Answer 23

• scope of service
• terms of appointment
• basis of pricing
• information on team (CV’s or qualifications)
• project details
• timescales
• insurances
• exclusions
• assumptions (programme for example)

Question 24

What might be excluded from a consultant fee proposal?

Answer 24

• VAT
• Disbursements
• Dealing with claims

Question 25

What is a consultant appointment document?

Answer 25

- the terms and conditions for services being provided by a consultant - RICS have a standard form of consultant appointment if the business does not have their own

Question 26

How do you calculate a professional fee for a new client?

Answer 26

- understand requirements (scope, project details, budget and scope of service) - identify resource required - assess duration required to complete activities identified within the scope - apply a daily or hourly rate against these activities - review the total fee as a % against the budget as a sense check

Question 27

When would you decline new work from a client?

Answer 27

- if there is a potential or actual conflict of interest - the work could require an illegal or unethical actions - there is conflict with the RICS rules of conduct or ethical principles

Question 28

What is a stakeholder?

Answer 28

- All those that have direct or indirect legitimate interest in the use of an organisations land, buildings or project

Question 29

What is the purpose of PI insurance according to the RICS?

Answer 29

According to RICS UK Professional Indemnity Insurance Requirements (2021) - ensures that if a firm faces a claim, its protected from financial loss that it cannot meet from its own resources - protect the insured member / firm against the consequences of its liability to pay damages to 3rd parties from breaches of professional duty - ensure the firms client’s do not suffer financial loss that the firm cannot meet

Question 30

What are a firms minimum limit of indemnity according to the RICS?

Answer 30

Based on firms turnover in the previous years turnover - Turnover of £100,000 or less - £250,000 - Turnover of £100,001 to £200,000 - £500,000 - Turnover of £200,001 or more - £1,000,000