Client Care Flashcards
Why was a weekly call method the most effective to providing updates to your client?
This was the preferred method of my client and saved time and travel expenses incurred in a face-to-face meeting
What methods of communication may be appropriate?
Emails, phone calls, online conferences and letters
How do you document your fee arrangement?
In terms of engagement
Why is terms of engagement the most appropriate way of documenting your fees?
Ensures that agreed timescales, fee levels, scope of works and identification of client which is signed by the client to ensure that all parties agree with the arrangement
What if during the course of instruction, the client was unhappy with the service or fee arrangement?
We could look to address the concerns and look to work to a new scope of works and/or amend the basis of which the fee is being paid for an amended scope of works
How does having terms of engagement meet the RICS Rules of Conduct for members and firms?
It ensures that competent individuals are carrying out the works and ensures honesty with being upfront on the fee basis and that a good quality and diligent service is going to be carried out
When did the RICS Rules of Conduct get updated?
February 2022
What format was advice given to your client at Orpheus Trust?
Initially over the phone advice and followed up with an email
Why was a phone call/email the most appropriate method of communicating at Orpheus Trust?
As the client sent through the information over email and had asked for a phone call to discuss
