Client Care

Question 1

Prior to working with a new client, what pre-appointment checks would you take?

Answer 1

• Competency
• conflicts of interest
• Anti money laundering
• PI insurance

Question 2

What procedures would I put in place to ensure good client care?

Answer 2

• Ensure I put in the necessary processes to formalise terms of engagement and clear communication lines with the client. Such as confirming timescales, resourcing adjustments, and obtaining necessary info from the client.
• Setup procedures for obtaining client feedback.
• Develop strategies to put in place for taking part in business development.
• Setup procedures to keep client information confidential and use NDAs where required.
• Report to clients using agreed and consistent formatted documentation, tailored to the clients requirements.

Question 3

Why is client care important?

Answer 3

• Good client care enables a business/member to retain clients and develop new business.
• Failure to provide good client care could lead to complaints or potential claims for negligence.
• The knock on effect of complaints could lower productivity amongst staff.

Question 4

On receipt of a formal complaint, what would you do?

Answer 4

• Acknowledge the complaint and inform the client I am working to resolved.
• Inform my manager/Director
• Report the complaint to the senior complaints handler if there is one.
• Notify PI insurers in line with policy.
• Arrange a meeting with the client to review feedback and address concerns.
• If it cannot be resolved then the complaint would need to be referred to the RICS redress mechanism.

Question 5

What is meant by the term duty of care?

Answer 5

• A duty of care ensures that another party does not suffer harm or loss that can arise as a result of a breach of contract or tort of negligence.

Question 6

How would you conduct yourself with a new client?

Answer 6

• Be engaging, friendly, and enthusiastic.
• Be inquisitive regarding the challenges the client faces.
• Maintain politeness, be respectful, and well presented.

Question 7

Provide an overview of your quality management processes?

Answer 7

• Peer review process in place
• Ensure there is a standardised format of documentation available.
• Accessible file storage systems using cloud software.
• Ensure handover and staff procedures are in place.
• Structured client performance feedback.
• Regular audits
• Management team regularly provide professional workshops.

Question 8

What procedures are in place in your firm to obtain client feedback?

Answer 8

• quarterly board meetings address performance and review KPIs.
• Formal communication chains and regular weekly meetings.
• Events are hosted with our clients
• Client advisory board is established.

Question 9

What should you include in your terms of engagement?

Answer 9

• The scope and nature of the works/service being commissioned.
• The framework within which it has been agreed to be carried out.
• Before accepting an instruction, ensure the client understands the services provide and/if there are any limitations.
• Also include, any assumptions made such as limitations in investigations/due diligence or gaps in knowledge.

Question 10

How is the terms of engagement outlined?

Answer 10

1. Client identity
2. Identity of responsible persons who will be working on behalf of the client.
3. Conflicts of interest
4. Description and purpose of assingment
5. Scope of inspection
6. Assumptions
7. Information supplied
8. Any liability limitations
9. Description of what the client will receive.
10. Basis of the fee.
11. Complaints handling procedure.

Question 11

What is meant by the term, client money?

Answer 11

• can be money of any form of currency.
• A rics regulated firm holds or receives on behalf of another company that is not immediately due or payable.