Level 2 - Client Care

Question 1

N. What is Client Care?

Answer 1

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

Question 2

N. Give me an example of a excellent client care?

Answer 2

Development Database:
Within the Land Development Team I am required to review and log the assets within Tarmac’s landholding that may have development potential. This has included creating a database to store the information gathered. At the initial instruction I agreed what the timescales would be for the project. Throughout the process I held regular meetings with the Client to update them on progress made, and to understand whether they were agreeable to the format of the database. The Client requirement changed and they needed the data to be reported in a paper format in addition to the database spreadsheet. I was responsive to this and the format of the database was subsequently amended.

Question 3

N. How do you deal with Customer Complaints?

Answer 3

Log the complaint in the complaints handling Blog.
Raise the complaint with my immediate manager.
If this cannot be resolved its raised to a director further up in the business. If this still cannot be resolved it is referred to the property ombudsman.

Question 4

N. How do you act upon feedback from a Client?

Answer 4

• Feedback should be formally recorded in some way, i.e. Client Satisfaction Questionnaires.
• If feedback is negative, it should be verified and necessary action taken.
• If a formal approach is required, this should follow the Complaints Handling Procedure.

Question 5

N. If a Client was prepared to pay you in advance for services you or your company were providing, how would you ensure that it was dealt with?

Answer 5

• I would that a Client account is set up, in line with the rules of Conduct for firms: Handling Client Money.
• I would issue a statement of the account once it has been set up.
• I will agree with the Client how the monies will be drawn down.
• I would issue a revised statement every time I draw down money.
• Once the works are complete, I would provide the Client with a reconciliation of the account, identifying when the monies were drawn down etc.

Question 6

N. If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place.

Answer 6

• Professional Indemnity insurance.

Question 7

N. How do you choose your PI Provider?

Answer 7

• RICS publishes a list of approved providers.

Question 8

N. What other insurance would you need to have if you had your own premises?

Answer 8

• Employers Liability Insurance.

* Third party Liability Insurance.

Question 9

N. Can you give me more detail on what Employers Liability Insurance covers?

Answer 9

• Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.

Question 10

N. Can you tell me more detail on what Third Party Liability Insurance covers?

Answer 10

• Covers you against actions of a third party.

Question 11

N. How do you refer a Client to your Complaint Handling Procedure?

Answer 11

• It should be included within the Terms & Conditions of the contract to the Client.

Question 12

N. What would you do if the internal redress you have provided to the Client for a complaint is rejected?

Answer 12

• I would refer them to a third party redress system, usually run by an Ombudsman.

Question 13

N. You mention Ombudsman, what is this?

Answer 13

• An official who is appointed to investigate individual’s complaints against a company or organisation.

Question 14

N. What will the RICS investigate?

Answer 14

• They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the Global Professional Ethical Standards and the Rule of Conduct.

Question 15

N. what might the shortfalls be?

Answer 15

• Failure to utilise a Complaints Handling Procedure.
• Failure to disclose a Conflict of Interest
• Misuse of Clients Money.
• Failure to answer correspondence.

Question 16

N. You mention a Conflict of Interest, can you give me an example of a Conflict of Interest and how you would deal with it?

Answer 16

• An example of a conflict of interest would be providing a service for both the Client and the Contractor on the same job. I would make both Clients aware that I was providing a service to both of them. However I would also consider my position, as even if both Clients agree for me to proceed, they might not fully understand the extent of the situation. Therefore I would likely politely decline to provide a service to both parties.

Question 17

N. Why would you use a Key Performance Indicator?

Answer 17

• To provide a quantifiable measurement to assist parties in the construction.
• To ensure that the Clients requirements are met, and if not why.

Question 18

N. What are the five steps for setting up a successful Key Performance Indicator Process?

Answer 18

• Planning, to clearly establish what needs to be improved.
• Analysis, to gather data and determine how big the task of achieving the KPI is.
• Action, to develop and implement improvement plans.
• Review, to monitor actual performance against performance targets.
• Repeat.

Question 19

N. How do you establish your Clients Objectives?

Answer 19

• Client Questionnaires.
• Key Performance Indicators.
• Pre-start meetings.
• Brenchmarking.
• Good, clear communication.

Question 20

N. Who are the Clients you have identified within your working career?

Answer 20

• External Clients.
• Internal Clients.
• Public.

Question 21

N1. What is Client Care?

Answer 21

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

Question 22

N2. What are the Principles of Client Care?

Answer 22

• The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships.
• Identifying client key drivers for projects.
• Good Communication.

Question 23

N3. What does good client care require?

Answer 23

• A clear understanding of the client’s objectives and aims.
• A professional approach.
• Clear, concise communication.
• A quality assurance policy.
• Complaints handling procedure.
• Professional Indemnity Insurance.

Question 24

N4. What is a quality assurance policy?

Answer 24

A statement of the company’s desired level of quality for a service or product.

Question 25

N5. What is ISO 9001?

Answer 25

A Quality Management System, which helps to manage and monitor quality across the business.

Question 26

N6. How are firms supposed to look after Clients?

Answer 26

By Maintaining: • Professional Indemnity Insurance. • Complaints Handling Procedure. • A procedure for handling clients money if applicable.

Question 27

N7. What is a Complaints Handling Procedure?

Answer 27

A system of dealing with formal complaints against a company/person, for which there is a formal redress system.

Question 28

N8. How does a Complaints Handling Procedure work?

Answer 28

1. Complaints are directed to the Quality Assurance Officer, who will log the complaint in the Complaint Log. 2. A timescale for redress is put in place. 3. An Internal Redress is provided to the complainant. 4. If this redress is not adequate, then the complaint is referred to an external third party for redress. 5. Steps should then be put in place the ensure that the complaint does not arise again.

Question 29

N9. What is included within the Complaints Log?

Answer 29

* Date. * Location. * Details of Complaint. * Actions taken. * Close out date.

Question 30

N10. What are two ways of ensuring complaints do not occur?

Answer 30

* Proactive measures, whereby Questionnaires are issued to clients, to try and pre-empt where complaints may occur, putting in place measures to ensure they don’t. * Reactive measures, whereby when a complaint is received, steps are taken to ensure the complaint doesn’t occur again.

Question 31

N11. How do you receive feedback from Clients?

Answer 31

- Personal Development Plans | • Key Performance Indicators.

Question 32

N13. How do you establish a Client’s objectives?

Answer 32

* Have a pre-start meeting with them. | * If there is still ambiguity then have further meetings/correspondence to clarify.

Question 33

N14. What do you clarify with regards to a clients objectives?

Answer 33

* Time * Cost * Quality * Desired final product. * Functionality * Clients aspirations and goals for the project. * Key Performance Indicators.

Question 34

N15. . How do you ensure Clients are covered financially for work undertaken by yourself?

Answer 34

• By Maintaining Professional Indemnity Insurance.

Question 35

N16. What is PI Insurance?

Answer 35

A form of insurance that covers for claims against professional negligence.

Question 36

N17. How should PI work?

Answer 36

* It should be on an each and every claim basis. * Retrospective, i.e. the current insurer will have to pick up claims for negligence before they were the insurer. * Should have runoff cover the cover old work. RICS minimum of 6 years, however should cover the extent of contracts durations.

Question 37

N18. What are the RICS PI level recommendations?

Answer 37

* Up to £100,000.00 turnover requires a minimum of £250,000.00 PI cover. * £100,000.00 to £200,000.00 turnover requires a minimum of £500,00.00 PI Cover. * Over £200,000.00 turnover requires a minimum of £1,000,000.00 PI Cover. * Amount of PI cover should be proportional to risk.

Question 38

N19. What else does RICS publish relating to PI Insurance?

Answer 38

* List of approved brokers. * Minimum wording policy. * Black Book, Construction Insurance.

Question 39

N20. What should be included within your company’s Complaints Handling Procedure?

Answer 39

* Who the Quality Assurance Officer is and their contact details. * A request complaints be made in writing. * Stages of the Complaints Handling Procedures. * The timescales for reviewing a complaint.

Question 40

N21. What appointment documents does the RICS publish?

Answer 40

* RICS Standard Form Consultant Appointment. | * RICS Short Form Consultant Appointment.

Question 41

N22. What should be included within a consultant appointment?

Answer 41

* Parties to the Contract. * Scope of work. * Fees. * How payment will be calculated. * Dispute resolution Procedure/Method. * Provisions for Termination. * Define Responsibilities.

Question 42

N23. Does the RICS Publish Fee scales?

Answer 42

No, banned in 2000 as they were deemed to be un-competitive.

Question 43

N24. What would you do if the Client wanted to take legal action against a Main Contractor?

Answer 43

* Check my contract to see if this was included within my scope of works. * If not then I would advise the client that this would come at additional cost to them.

Question 44

N25. What is a Client Brief?

Answer 44

A clear statement of the Clients desired level of quality, functionality and cost.

Question 45

N26. What makes up a Client Brief?

Answer 45

* Project Definition/Background. * Time * Cost * Quality. * Statement of Need including what the end product needs to achieve. * Define Project success criteria, i.e. in the form of Key Performance Indicators. * Strategic Brief, identifying the clients aspirations, goals and objectives for the project.

Question 46

N27. What is a Net Contribution Clause?

Answer 46

A clause where more than one party is liable for the fault of another.

Question 47

N28. What are the Issues with Net Contribution Clauses?

Answer 47

* They make parties liable for other parties mistakes which is out of your control. * The contracting party Is only liable for fair and reasonable apportionment.

Question 48

N29. Who are stakeholders?

Answer 48

• Anyone one who can affects, is affected by or is perceived to be effected by a project.

Question 49

N30. What is Stakeholder Management?

Answer 49

* Getting stakeholders involved early on, to help them set the goals and objectives for the project. * Keep in regular contact, with clear concise communication.

Question 50

N31. Why is Stakeholder Management essential?

Answer 50

• To help to develop and control relationships with all individuals who are impacted by a project, to help achieve project success.

Question 51

N32. What is P I Insurance?

Answer 51

Professional Indemnity Insurance.

Question 52

N34. To be a RICS Regulated firm, what does you P I Insurance have to be?

Answer 52

On an Each and Every Claim Basis.

Question 53

N35. What are the RICS PII Insurance Recommendations?

Answer 53

- £100,000.00 turnover = £250,000.00 minimum cover. - £100,000.00 – £200,000.00 turnover = £500,000.00 minimum cover. - £200,001.00 plus turnover = £1,000,000.00 minimum cover.

Question 54

N36. What is the RICS recommended limit of excess?

Answer 54

- Up to £500,000.00 | - Or 2.5% of the Insured sum.

Question 55

N38. Does the RICS publish anything relating to Insurance?

Answer 55

• Yes, Black Book Guidance note on Construction Insurance.

Question 56

N39. What is Contractors All Risk Insurance?

Answer 56

• Insurance which covers parties for the physical loss or damage to building works.

Question 57

N40. What is Employers Liabilities Insurance?

Answer 57

• Insurance which cover employees for death, injury or illness incurred from work activities.

Question 58

N41. What is Public Liability Insurance?

Answer 58

• Covers the cost of claims made by members of the public for incidents that in connection with a business activity. It will compensate a third party for personal injury, loss or damage of property.