Client Management

Question 1

What is a CRM?

Answer 1

CRM — Client Relationship Management
Manage existing and potential client relations
Essential to define a clear brief for each client

Question 2

What is stakeholder engagement?

Answer 2

Systematic identification, analysis, planning and implementation of actions designed to engage stakeholders

Question 3

Which are the RICS-approved ADRs?

Answer 3

• Mediation
• Arbitration
• Independent expert determination
• Early neutral evaluation
• CAPs (Conflict Avoidance Process)
  Consumer redress: EDR (External Dispute Resolution) schemes
  Business-to-business redress: RICS Complaints Handling Procedure (1st Edition)

Question 4

What tools can be used to manage key stakeholders?

Answer 4

Mendelow’s Power–Interest Grid — categorises stakeholders by influence and interest
CASE 6-Step Approach:
Classify stakeholders.
Assess their needs and expectations.
Strategise
Engage
Review
Adjust approach as needed

Question 5

Discuss quality management

Answer 5

Must ensure processes are in place to manage risk and ensure consistency of work
Quality Management System — ISO 19001
Plan–Do–Check–Act cycle

Question 6

What is a complaint?

Answer 6

Any expression of dissatisfaction

Question 7

How should a Complaints Handling Procedure (CHP) operate?

Answer 7

CHP — Complaints Handling Procedure
Agreed with PII provider
Minimum £250,000 cover (as standard)
Should include:
- Complaint received
- PII informed
- Record and log complaint
- Investigate
- Correspond with client
- Outcomes recorded and communicated to client
- Lessons learned and shared

Question 8

What makes a Complaints Handling Procedure (CHP) effective?

Answer 8

CHP — Complaints Handling Procedure
Fit for purpose
Available to all staff
Understood by all staff
Readily shared with complainants
Regularly reviewed
Agreed with PII brokers
Includes independent redress

Question 9

What types of complaints does RICS consider?

Answer 9

Those about service or professional conduct
Investigates matters if in the public interest
May take disciplinary action to protect the public

Question 10

What are the three methods of complaining about a surveyor?

Answer 10

1. To the firm or the Assessor Service
2. Scottish Public Services Ombudsman
3. Direct to RICS

Question 11

What are the two stages of the Fife Council complaints procedure?

Answer 11

Stage 1 — Frontline Resolution
- Aim to resolve within five working days or less
Stage 2 — Investigation
- Triggered if Stage 1 fails or if the issue is complex and requires detailed investigation
- Target resolution within 20 working days