Client Care (Level 2)

Question 1

What is client care?

Answer 1

The principle of client care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieves VfM.

Question 2

How can client care be provided?

Answer 2

Client care can be provided through:
o Professionalism.
o Competence.
o Punctuality.
o Trust.
o Reliability.
o Presentation.
o Regular communication.
o Review of services provided and standard.
o KPIs to monitor client satisfaction.
o Client Performance Feedback.

Question 3

Please provide an example of your client care & empathy skills?

Answer 3

I always make the client feel like their project is the only commission I am working on.

I always get my work comp checked by a peer and signede off by a senior memeber of stff before issuing to a client.

I would call a client up before delivering any bad news in an email.

Question 4

When should you decline an instruction of new work from a client?

Answer 4

• If there is a Conflict of Interest.
• If the appointment is would not be in the clients’ best interests.
• My firm may not be able to resource the job adequately.
• If the project is outside of my skillset.
• If the work was unlawful.

Question 5

What do you need to consider when using preparing a fee bid?

Answer 5

My firm has its own procedure for preparing fee submissions, this comprises:

• Finding out what the client’s requirement are and identifying whether this is a service that we provide.
• A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved.
• There are varying levels of sign off depending on fee value prior to submission

Question 6

What makes up a fee bid proposal?

Answer 6

• The Executive Summary including reference to the Scope & Solution.
• Identification of the Client’s needs & key deliverables.
• Identification and analysis of Project issues.
• Communication of key Benefits for the Clients.
• References to relevant experience.
• The Conditions of engagement.
• A Methodology.
• An Organogram.
• The proposed fees.
• Supporting CVs.
• References to the project programme.
• Identification of sub consultants.
• A List of quality assurance procedures

Question 7

If your client asked you to lower your fees because of their limited funding, what would you do?

Answer 7

The client would have to pay the required price for the level of service required or reduce the scope of works involved.

Question 8

How would you calculate a fee proposal?

Answer 8

• I would review the work involved with the commission based on the level of information available.
• I would calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate adding a suitable allowance for over heads and profits.

Question 9

What is the RICS procedure for complaint handling?

Answer 9

The RICS specifies 2 stages as a minimum:

Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.
Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism.

• The person is invited to make a complaint in writing to our designated complaint handler who will investigate the complaint with all parties involved and advise the complainant of any action taken within 21 days.
• If the complainant is not satisfied, the complaint is escalated to the Regional Managing Director who will take action and respond within 21 days.
• Should the complainant remain dissatisfied, the matter can be escalated to the RICS independent redress mechanism.

Question 10

What is Exigere’s CHP?

Answer 10

Forward to Dave Happel
Let Insurers & RICS know
We have 28 days to respond to the complaint
If no agreement can be made then arbitration is used

Question 11

What’s the guidance for client money handling?

Answer 11

If it’s in cash - check the source/ legality
kept in a seperate named account
There should be a drawdown schedule for payments
Client must retain access always
It should never be overdrawn

Question 12

What are the two types of Client bank accounts?

Answer 12

General
Discrete

Question 13

How would you interpret a clients brief?

Answer 13

I would look at the clients key requirements of time, cost, quality, risk and tailor my approach and advice to ensure they are met.

Time - if early start ion site / completion date is requied then I would advise on a procurement and or tednering strategy to suit.
Cost - If cost certainty at time of contract execution is required I would advise on a procurement / tendering strategy that suits, if the client has budgetary restrictions I would advise on ways to ensure this is met through VE.
Quality - I would look to understand what quality means to the client and identify key areas that need the appropriate budgetary allocations at an early stage.
Risk - I would look to understand the clients risk appetite and advise on procurement routes that accomodate this.
Sustainability - What certifications are being targeted

Question 14

What is the difference between a Client and a Customer

Answer 14

Client - Contract in place (ongoing)
Customer - No Contract (peer review)