Client care

Question 1

What is ISO 9001?

Answer 1

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

Question 2

How are firms supposed to look after Clients?

Answer 2

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

Question 3

What is a Complaints Handling Procedure?

Answer 3

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

Question 4

What is Client Care?

Answer 4

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 5

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

Answer 5

• Employers Liability Insurance.

* Third party Liability Insurance.

Question 6

How does a Complaints Handling Procedure work?

Answer 6

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 7

What is included within the Complaints Log?

Answer 7

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

Question 8

What are two ways of ensuring complaints do not occur?

Answer 8

• 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 9

How do you receive feedback from Clients?

Answer 9

• Client Questionnaires.

* Key Performance Indicators.

Question 10

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

Answer 10

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

Question 11

How do you act upon feedback from a Client?

Answer 11

• 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 CHP.

Question 12

How do you check if the Client is happy with the service you have provided?

Answer 12

• Client questionnaires.
• Repeat business.
• Recommendations to others/new clients.

Question 13

How do you establish a Client’s objectives?

Answer 13

• Have a pre-start meeting with them.

* If there is still ambiguity then have further meetings/correspondence to clarify.

Question 14

What do you clarify with regards to a clients objectives?

Answer 14

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

Question 15

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

Answer 15

By Maintaining Professional Indemnity Insurance.

Question 16

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 16

• I would ensure 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 17

What else does RICS publish relating to PI Insurance?

Answer 17

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

Question 18

What appointment documents does the RICS publish?

Answer 18

• RICS Standard Form Consultant Appointment.

* RICS Short Form Consultant Appointment.

Question 19

What can key performance indicators be used for?

Answer 19

Monitor costs.
Track progress.
Assess client satisfaction.
Identify strengths and weaknesses.
Compare performance across and between projects.
Assess specific areas of a project such as sustainability, safety, waste management, etc.

Question 20

What are KPIs?

Answer 20

KPIs are a means to help with the rapid comprehension of the current financial position. KPIs summarise the comparison of figures against the budgeted values and also industry benchmarks that are published from the result of inter-firm comparison reports.

Question 21

What key performance indicators did you have on your projects?

Answer 21

Pines way. KPIs included:

• Predictability of construction cost
• Collaborative approach and behavior
• Client satisfaction
• Health and safety compliance
• Prompt payment to supply chain
• Attendance at meetings

Question 22

What is included in a consultants form of appointment?

Answer 22

• Scope
• Client money handling procedure
• Complaints handling procedure
• Detail on 3rd party rights/ collateral warranties
• Payment/ resource
• Health and safety responsibility
• PI insurance
• Method of dispute resolution
• Details of termination
• Under hand/ deed

Question 23

What does a sole practitioner need to have in place that other firms wouldn’t?

Answer 23

. He firstly needs to have an arrangement with someone local to them. All complaints can be referred to an ombudsman if no satisfactory solution is found.

Question 24

What’s the difference between ‘client care’ and ‘owing a duty of care’ to the client?

Answer 24

Client care means acknowledging that the client is of prime importance, whereas owing a duty of care means we must always advise in the client’s best interest, even if that contradicts his personal view.

Question 25

What do you think the principles of client care are?

Answer 25

• Clearly understanding the client’s objectives;
• Clearly establishing the scope of services to be provided and the fee for doing so;
• Establishing clear lines of communication; and
• Being courteous, punctual and professional at all times.

Question 26

When should you inform the RICS of a complaint?

Answer 26

When the internal redress has not worked. PI insurer should be notified when complaint is received or PI insurance could be invalid.

Question 27

What are the DIN 276 standards? How do these differ from NRM?

Answer 27

DIN 276 are the rules of measurement in Germany and are used for cost planning purposes as well as for analysis compared to contractor’s tenders.

Question 28

Why not use NRM1 when they are international?

Answer 28

It was a client requirement to use DIN 276 and this was because it would be easier to compare subcontractors tenders who will set out their tender in the same format.

Question 29

What are some key differences between NMR1 and DIN 276?

Answer 29

• Internal linings of external walls are in a seperate description.
• Subcontractor preliminaries are in separate line items and not included within the rate of certain elements.

Question 30

What would you do if the client rejected your advice?

Answer 30

• Warn the client about the implications and risks if they do not take your advice.

Question 31

Is the decision of an ombudsman binding?

Answer 31

The decision of the ombudsman is not binding on the complainant as they are free to pursue the matter through the courts if they wish; the agent is bound to the findings of the ombudsman if the complainant accepts them.