Client care (2)

Question 1

What is in a client brief?

Answer 1

• scope of work
• required outputs
• deadlines
• reporting formats
• KPIs

Question 2

Who writes a client brief?

Answer 2

either

Question 3

How are fees established?

Answer 3

• hourly rate
• fixed percentage
• performance based

Question 4

What insurance is required?

Answer 4

each RICS surveyor of firm must have proffesional indemnity insurance.

Question 5

Terms of engagement

Answer 5

= formal client instruction in writing
- set out key terms ie: scope of work

Question 6

Communication with client

Answer 6

• depends on a type of client
• individual : possibly email and telephone
• company: more formal reporting to various stakeholders

Question 7

importance of clear communications

Answer 7

• don’t use jargon
• simple sentence structure
• adjust to the type of client

Question 8

Complaints handling

Answer 8

• every company must a written complaints handling procedure

Question 9

When are RICS standards forms of appointmen used

Answer 9

• for large scale projects
• short form for simpler projects