Client Care Flashcards
(111 cards)
1
Q
What are some of the key aspects of client care?
A
- Understanding client needs
- Transparency and communication
- Confidentiality
- Professional Integrity
- Conflict of interest management
- Competency
- Complaint handling
- Quality assurance
- Feedback and Improvement
2
Q
What is a client?
A
A person who purchases professional services from a business.
Includes any stakeholders in a project with who the business must engage with.
Usually repeated business or long term /whereas a customer usually refers to someone making a one-off purchase of goods.
3
Q
What is client care?
A
Providing an appropriate level of service that satisfies the client’s needs and achieves Value for Money.
Client care can be provided through:
– Professionalism.
– Competence.
– Punctuality.
– Trust.
– Reliability.
– Presentation.
– Regular communication.
– Review of services provided and standard.
– KPIs to monitor client satisfaction.
– Client Performance Feedback.
4
Q
Why is Client Care important for surveying firms?
A
– Repeat business.
– Reduces the potential for negligence claims to arise.
– Acting in accordance with Rule 3 (to provide a good quality and diligent service).
Dissatisfied Clients can be damaging as negative feedback and experiences can spread quickly.
5
Q
What is ISO 9001 accreditation?
A
ISO 9001 sets out the criteria for quality management systems.
This is a management tool used for:
– Planning ahead – ensuring we have resources and knowledge.
– Identify client needs and future requirements.
– Measure client satisfaction.
6
Q
How does your firm ensure quality is maintained?
A
By operating a quality assurance procedure before any documents are issued to the client.
Obtaining regular client feedback.
7
Q
What’s included within a Terms of appointment?
A
– Scope of service
– Payment terms
– Disbursements
– Complaints Handling Procedure
– Insurances and limit on liability
– Dispute resolution – ombudsmen.
– Limitations
8
Q
What are the main elements included within a fee proposal?
A
– Terms and conditions.
– Scope of services.
– Exclusions.
– Assumptions.
9
Q
How would you calculate a fee proposal?
A
– Scope of service
– Level of surveyor /anticipated hours to undertake the service under their charge outrate.
– Additional charges (travel /roof boom).
– Statutory approvals.
10
Q
Any other ways to calculate fees?
A
– Framework agreement (pre-agree rates)
– Project value (12%)
11
Q
What is CPF?
A
Client Performance Feedback - the process of gathering and acting on feedback from the client. This comprises:
– Gathering feedback during and after project completion.
– This is usually carried out by an independent person.
– The feedback sets the standards for the company and identifies areas for improvement.
– It encourages open discussions with the client to ensure satisfactory service is delivered and that goals are achieved.
– It also provides an opportunity to gain future work for the company.
– CPF is usually carried out at regular intervals (3-6 months) to ensure any problems can be identified and rectified as early as possible.
12
Q
How would you identify the needs of a client?
A
Holding discussions regarding project key deliverables & the scope of services required.
Reviewing past Client Performance Feedback & identifying key areas for improvement.
13
Q
What is a Client Brief?
A
The purpose of the client brief is to provide a firm foundation for the initiation of the project.
It is a formal statement of the objectives and functional and operational requirements of the finished project.
It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference for the team.
14
Q
Please provide an example of your client care & empathy skills?
A
Through organisation I complete work to the agreed deadlines.
I always sure to deliver work to a high standard.
I keep regular communication with my clients.
15
Q
When should you decline an instruction of new work from a client?
A
– If the work was unlawful.
– Conflict of Interest.
– If the project was outside of my level of competence.
– Internal resource isn’t available to achieve client deadlines.
16
Q
How would you limit the risk of working with a client who may be financially unstable?
A
I would use a screening process to check the client’s finances, this could include:
– A company search using the Companies House website to obtain their account information.
– A Dun & Bradstreet or credit safe credit check.
– An Internet search using their website for additional information and to make a judgement on their reliability.
17
Q
If your client asked you to lower your fees because of their limited funding, what would you do?
A
The client would have to pay the required price for the level of service required or reduce the scope of works involved.
18
Q
What is your company’s procedure for client’s feed-back?
A
– We undertake formal project reviews with the client every month.
– I obtain regular informal feed-back throughout the project from verbal and email communication.
– We undertake a satisfaction survey questionnaire at the end of each project.
19
Q
What is a complaint?
A
A complaint is any expression of dissatisfaction.
20
Q
What’s included in your firms complaints handling procedure?
A
– Information about the appointed person in the firm who deals with complaints.
– A request that complaints are made in writing.
– The stages of the Complaints Handling Procedure.
21
Q
What stages are in your complaints handling procedure?
A
- Stage 1: The complaint in the first instance is reported to the designated complaints handler who will acknowledge receipt of the complaint (within 7 days) then investigate the complaint and advise of any action taken within 21 days.
- Stage 2: If the complaint cannot be resolved this is referred to an RICS approved independent redress mechanism.
The firm keeps a log to track complaints. This assists the firm in its management of complaints and in improving procedures based on the complaints pattern identified.
22
Q
What are the key points of the RICS guidance note on Complaints?
A
– CHP must be approved by RICS.
– Notify PII insurers if there is a complaint that could give rise to a claim.
– CHP should be issued at the same time as Terms of Business.
Firm must include an RICS Alternative Dispute mechanism e.g. Property Ombudsman
23
Q
Explain in more detail Stage 1 of the complaints handling procedure?
A
- Issue details of the CHP
- Procedure must be quick, clear, transparent and impartially implements
- Details of the nominated person who will handle the complaint. SW – finance director
- Procedures and timescales to be followed for the investigation off the complaint should be recorded.
- Complaint should be acknowledged within 7 days and investigated within 28 days.
24
Q
Explain in more detail Stage 2 of the complaints handling procedure?
A
- If the complainant is not happy with the review, then second stage of the CHP involves the independent redress scheme
- The name of the relevant redress mechanism must be provided to the complainant – property ombudsman
- The RICS is NOT involved with complaints e.g. a surveyor’s opinion and can only get involved when it is an issue relating to service or professionalism.
25
How do you identify your client’s needs and expectations?
I ask questions and listen to the client in relation to and challenges and issues they are facing.
I also use client’s briefing checklists where applicable.
26
Have you ever not received an adequate client brief?
Yes, this in some instances the information /full brief is not known or available to the client.
In these instances, I ask for further clarification on their specific requirements.
27
How do you establish trust with clients?
– I am always transparent and honest about my actions.
– I learn about my client and their long-term objectives in addition to key challenges they are facing.
– I only act inside the parameters of my level of expertise and competence.
– I always act in a professional manner.
– I always provide a high level of service.
28
How do you encourage repeat business?
– I provide high levels of service and customer care during projects.
– I regularly obtain feedback and act on it.
– Through keeping in touch with clients even when we have no live projects with them.
29
What are the advantages / disadvantages of working from a client’s office?
The advantages are quicker and clearer lines of communication.
A better understanding of the client’s culture, needs and expectations can be determined.
The disadvantages are the loss of technical support from colleagues and a possible isolation from my own organisation’s culture.
30
What would you include in a letter to your client to confirm an instruction?
– Details of the project/property
– Scope of the service
– Fee for undertaking the work
– Terms and conditions
– Limitations on liability
– Complaints handling policy.
31
Why do we need a standard form of agreement/contract?
– Avoid misunderstandings & disputes.
– Define fees and provisions for payment.
– Establish a fair and reasonable allocation of risks.
– Provide clarity, comfort and protection to both parties.
32
What should an Appointment Agreement do?
– Identify parties to the appointment
– Allocate & define (i.e. limit) responsibilities and liabilities
– Define the scope of work
– Confirm the fee, method of calculation and payment
– Set out methods of dispute resolution
33
How did you present information to your client when you carried out the options appraisals at (case study)?
PowerPoint presentation with a slide per option with supporting drawings.
34
What T&Cs do you send out to clients?
– Standard T&C’s of Business (payment terms, complaints, data protection)
– Survey specific terms (scope of survey, limitations of the inspection)
35
How would you deal with a client who would be financial unstable?
– Dun and brad street credit check
– Company search on companies house
– Paying less over a longer period of time
– Payment upfront
36
If a client calls you up and asks you to undertake a survey on his behalf what would you do?
– Obtain details of the instruction.
– Conflict of Interest check.
– Check that I am competent to take on the work.
– Confirm that we had sufficient insurance cover.
– Prepare a formal letter of instruction.
37
Can you list the typical conditions you would stipulate when appointing a consultant?
Sub consultant agreement.
To include:
* Introduction to letter and job
* Scope of service
* Responsibility for services
* Fees
* Terms and conditions
* Complaints procedure
* Agreement to contract
38
A new client calls you up and says they are considering taking out a 10 year lease on a building what surveys would you recommend they have?
– Dilapidation Liability Assessment
– Schedule of condition to append to the lease to limit their repairing liability.
39
What is the purpose of a complaints handling procedure?
To provide a formal structure to demonstrate that complaints are
- taken seriously
- fully investigated
- suitable methods for review are available.
40
What was included within your options appraisal at Wynhill Court?
The client required a sensory room and I prepared various designs to incorporate this:
Option 1: Partition off the large lounge area to provide a separate sensory room.
Option 2: Turn the second bedroom into a sensory room and relocate the staff office within the large utility room.
The client chose to retain the size of the lounge and convert the second bedroom as the staff were not sleeping at the property and the utility room provided enough space to house a small desk and securely lock away medicines.
41
How did you prepare Budget Costs for this scheme? (Wynhill Court)
I used a combination of previously tendered schemes of a similar nature and BCIS (Building Cost Information Services).
42
What is a deliverable outcome?
The delivered service required to meet the clients needs.
43
What are stakeholders?
Stakeholders can be anyone who has an interest or is affected by the projects. This can be:
- The client or property owner who initiated the instruction.
- End users who may be affected by any changes.
- Any shareholders or investors in the property.
44
How did you record site notes?
I always bring a firm clipboard with me for sketching down floor plans together with a laser measure and tape measure.
Depending on the inspection, I either dictate site notes via an app on my phone or take a series of brief notes on my iPad if dictation wasn’t possible for confidential purposes.
This has been the case during a survey where the current tenants wasn’t to know the intention of the survey so I did not see it appropriate to dictate my notes.
45
What is included in a fee proposal?
– The Executive Summary
– Identification of the Client’s needs & key deliverables.
– Identification and analysis of Project issues.
– The Conditions of engagement.
– The proposed fees.
46
Have you had client feedback?
Yes, I receive feedback via my line manager during 1-1 meetings.
This feedback is often obtained at the end of an instruction via a client feedback form or for project works with a larger duration at regular intervals. (12 weeks)
47
What would happen if you or a colleague received bad client feedback?
I would take on board the feedback and reflect on any lessons learnt.
48
Have you ever had any bad feedback?
No, I haven’t received any negative feedback from clients.
If I was to receive negative feedback, I would initially discuss this with the client and seek to rectify the relationship (depending on why they were distaisfied). I would advise the client of our complaints handling procedure and send them a copy to pursue if they wish.
49
What is included within your client brief meetings?
– Clients objective and project goals
– Project budget
– Key requirements (often with input from the care providers)
– Timescales
– Key stakeholders involved (occupational therapists /support provision)
50
How do you record this information during the meeting?
– I fill out a standard forms template which includes key goals and objectives, timescales, budget and stakeholders.
– This is filled out on my iPad and electronically saved to the job file.
– Where relevant I sketch out the existing layout and mark up any proposed design changes.
– This information is then used to confirm the brief via email to the client and relevant stakeholders.
– Once confirmed, the scope of services is then determined, and fee proposal issued.
51
What checks do you undertake prior to accepting an instruction?
Conflicts of interest checks
Anti-Money Laundering checks
– 2 forms of ID (passport, driving licence).
– Copy of utility bills for proof of address.
Internal Resources
Competence
Professional Indemnity cover
52
What do you consider when calculating fee’s for an instruction?
– I firstly consider the level of skills and experience required for the instruction (if a more senior member of staff is required this may increase the fee).
– Time: I consider how much time is required. This includes any correspondence time, traveling time and time to undertake the task.
– Disbursements: Travel costs, equipment hire, planning /building control fee’s.
53
How are you fees calculated?
Fees are calculated by various means dependent upon the instruction:
- Hourly basis
Usually for small scale services where an indication of how many hours will be confirmed together with a maximum cap on fee.
- Percentage basis
Usually for projects where a % of the project value will be charged for post-contract works.
- Flat fee
This is where a flat fee is agreed upon usually for pre-contract works or building surveys where sufficient information is available to forecast the amount of time required.
54
How do you calculate the supported living work fee’s? (GLH)
The fees are split into two stages ‘pre and post construction’.
* Pre-construction works include populating a budget cost estimate for the works required to meet the needs of the incoming tenants.
The fee for pre-construction works will vary depending on the complexity of the scheme, if any drawing work is required and the time required for undertaking all works.
* Post-contract fee is based on a % of the works. An indicative figure is provided based on the BCE produced during the pre-construction phase.
55
If there is already a flat fee pre-agreed, why is this confirmed?
I confirm the scope of services and fee’s with clients to ensure they understand what they are being charged and why.
This ensures I maintain good client care by being open and transparent before starting any task
56
What do you include within your fee proposal?
– Scope of services.
– Fee levels (fixed, hourly or % based).
– Billing Procedure / Fees
– PII details.
– Data Protection
– Contact points and authorisation
– Terms and conditions of business.
57
What is an appointment document and what’s included within this?
This is the formal agreement signed by both parties to undertake the works appointed for. This includes:
– Scope of service
– Payment terms
– Disbursements
– Complaints Handling Procedure
– Insurances and limit on liability
– Dispute resolution – ombudsmen.
– Limitations
58
What are included on Standard Terms and Conditions?
- Definitions – important to ensure parties with no / limited property experience understand terminology.
- Commencement – as per the Terms of Engagement
- Our services – ‘using reasonable care and skill’
- Basis of Appointment – as per the Terms of Engagement
- Your obligations – client’s best interest
- Intellectual Property Rights – deliverables may not be shared with third parties
- Fees, Disbursements and Payments
- Additional Services – additional fees, new contract
- Protection of Personal Data – Data Protection Act
- Limitation of our Liability – PII
- Cancellation Rights – 14-day cancellation period
- Termination – 28 days’ notice, failure to pay, breach of terms
- Confidentiality – Data Protection Act
- Maintenance of your info – auditors
- Anti-Bribery
- AML
- Complaints Process
- Conflicts
59
Old Greaves Town Lane; You said that the tenant was at high risk of absconding, what other measures were put in place other than the fencing?
- Window restrictors to all openable windows were provided.
- No thumb turn locks were installed.
- The gates were electronic to ensure these were closed as staff were entering and exiting the property.
60
Did any of the measures put in place at Old Greaves Town Lane have any affect on compliance with regulations?
No, the property was a bungalow with no inner rooms provided so the installation of window restrictors was acceptable.
61
When are window restrictions needed?
- Window openings require protection when there is a risk of falling, but in most cases, restrictors are not a requirement by law (mainly commercial offices rather than residential).
- Windows that are large enough to allow people to fall out should be restrained sufficiently to prevent such falls.
- Windows with restrictors can only be opened by 100 mm or less.`
62
Why did the fencing and gates require planning permission?
The fencing and gates faced a public highway and would exceed 1 metre in height from ground level.
The fencing elsewhere would have required planning permission if exceeded 2 metres in height.
You don’t need to apply for planning permission if an existing fence is being replaced with a like-for-like size – unless the building is listed or within the curtilage of a listed building.
63
If you knew about the fences needed planning, why did you obtain pre-application advise?
In some instances, the right to put up or alter fences may have been removed by an article four direction or planning condition.
Therefore, I would always in these circumstances run it by the Local Authority to ensure my advice is accurate and legal.
In this instance, the fencing and gates were a crucial requirement, so I wanted to ensure the council were satisfied with the proposal to ensure I offered reasoned advise.
64
What is an article 4 direction?
An article 4 direction means that a particular development cannot be carried out under permitted development and therefore requires a planning application.
65
What are the risks to the client with pre-app advise?
Sometimes you don’t always get a clear and useful response.
Pre-application advice is subject to a formal application being granted.
66
Please outline the process which you would go through from taking the initial client brief up to the works being completed on site.
- Review the brief
- Undertake a feasibility study and work up an option appraisal.
- Discuss procurement options.
- Produce detailed design and relevant specification.
- Select the contractors suitable to tender for the works /tendering period.
- Analyse the returns and recommend to my client the most suitable contractor to be appointed. The works would commence on site and I would undertake contract administration duties until the works were completed and handed over to the client.
67
When should you decline work?
* Conflict of interest
* Outside of competence
* Unlawful
* Inability to complete within time parameters
68
What needs to be considered when preparing a fee quotation?
* Scope of service
* Terms of payment
* Complaints handling procedure
* Property details
* Client details
* Limitations
* Exclusions
69
What is a client brief?
A recorded document that helps in guiding and animating any project. The brief explains the ins and outs of a project to the agent who is responsible for achieving the goals and targets.
70
How would you determine your client’s needs?
* Know their business/position
* Listen to what they are asking for
* Ask them questions to expand your understanding
* Use your understanding and knowledge and experience to identify the right options
71
If you were a sole practitioner, how would you handle complaints?
As a sole practitioner, you must engage another surveyor in another firm to investigate the complaint.
72
How do you manage client expectations?
* By setting clear terms of engagement (accepted by the client)
* Regular communication
* Ensure I am competent to undertake the appointment
73
Whats the purpose of setting terms of engagement?
* Set client expectations
* Define the scope of service /limitations
* Define how complaints are made /managed
74
Client Care: How would you measure client satisfaction /KPI?
* my firms internal management system to review if the works were carried out to the agreed timescales.
* Issue of a client satisfaction survey following the appointment.
* Regular communication throughout the appointment.
75
Why do we need a clients brief?
To understand the clients needs and objectives before accepting the appointment.
* competent to undertake
* Accurate fee proposal
* Internal resource to achieve timescales
76
What is the risk of providing advise based on pre-app planning advise?
- You do not always get a clear or useful response.
- Time Bound: Validity period of 3 years.
- Does not have any legal status in determining a formal planning application.
- A formal planning application requires the council to reach a final and formal decision.
77
What is the purpose of pre-application planning advise?
Provides an informal guide to help gauge how the local authority will react to the proposal.
78
What is the time limit for pre-application advise?
- No statutory timeframe for Pre-App advise
- Usually between 2-6 weeks depending on the Local Planning Authority timescales.
- Preston Council took 21 days.
79
Which type of planning application was required for the fences?
Householder planning permission
80
How stakeholders are identified and how their status within the project is established?
Review project information & Ask questions to identify who is directly or indirectly impacted by the project.
Stakeholder Analysis to categorise stakeholders into:
- Primary Stakeholders: Directly impacted by the project (occupant /support staff)
- Secondary Stakeholders: Indirectly impacted but still have an interest (NHS /charity funders).
This will determine the who to keep informed and how often based on their influence.
81
What are Key Performance Indicators (KPIs)?
- Targets that measure the effectiveness of a process.
82
How are KPI’s set /measured?
KPI’s are measured using the SMART method to ensure they are:
* Specific: (why it's important).
* Measurable: (measurable to a defined standard).
* Achievable
* Relevant: (improve performance)
* Time-Bound: (agreed time frame).
83
How can you use KPI’s to improve performance?
Identify key goals and align KPI’s with these goal using the SMART method:
* Specific: (why it's important).
* Measurable: (measurable to a defined standard).
* Achievable
* Relevant: (improve performance)
* Time-Bound: (agreed time frame).
84
How do you ensure that the correct insurances are in place?
I review the existing polices in place.
This is a high level review.
The client would seek appropriate advise with their professional insurance broker or consultant.
85
Where would you include the liability cap?
* engagement letter to ensure this is clear
Note: Liability cap excludes liability for personal injury or death.
86
What is an engagement letter?
* A contract between the client and firm.
* Sets out the scope of appointment
* Terms and conditions of the appointment
87
What is a consumer?
Individuals who are acting outside of their trade, business or profession.
Example: Residential survey for a purchaser not linked to a business.
As defined in the consumer rights act.
88
What is a Domestic Client under CDM?
A person who have construction works carried out on their own home that is not done as part of a business.
89
When are complaints generally made?
When client expectations have not been met this could be:
* Quality
* Timeliness of reporting
* Service requirements
90
How do you set client expectations?
Through confirming the client brief.
Expectations are clearly defined in the terms of engagement.
91
What requirements do the RICS set for complaints handling procedures?
* Include details to an independent redress if the firm cannot resolve the complaint.
* Fit for purpose: Reflect the size /structure of the business.
* Made available to staff and clients.
* Agreed with PII provider not to compromise the cover.
* Inform insurers of any situations that may give rise to a claim.
92
How long after a complaint is made to you can the ombudsman accept it?
Up to 8 weeks after the complaint is made.
93
If you received a complaint over the phone what would you do?
- Listen carefully to what the client has to say and let them finish.
- Repeat back to show I have listened and understood.
- Following the call I would record all details accurately.
- Provide a copy of the CHP to the client and nominated contact.
- I would then pass the details to the designated complaints handler who will set out the timescales in accordance with the complaints handling procedure.
94
Once a complaint has been made what do you do?
* Notify PII provider
* Record the complaint in the complaints log
* Adhere to the timescales given in the CHP
95
What happens if stage 2 of the CHP is exhausted and the complaint isn’t resolved?
- The complainant will progress this with a letter of notification to notify of a claim.
- Acknowledge the notification within 21 days under the pre-action protocol (Civil Procedure Rules)
- Letter of claim will then be issued by the claimant with their intentions.
- This triggers a 3 month investigation period (can involve expert witness)
- The response to a letter of claim is a specialist task undertaken by a lawyer
96
What would you do if the Client requested their own terms of appointment which they require suppliers to work?
Review with a senior colleague to determine if they are acceptable.
Can often be weighted in favour of one party.
97
Do the RICS have any guidance on terms of appointment?
The RICS have a Standard Form of Consultant's Appointment available.
98
What are key accounts?
Clients which if lost would be detrimental to the organisation.
99
What benefits does ISO 9001 have to your organisation?
- Continuous Improvement of internal processes
- Ensures a consistent and high standard of service
100
How are fees calculated?
I review the size and complexity of the instruction and multiply this against the hourly rate of the survey.
Disbursements can be included such as; travel, accommodation, access MEWP etc.
101
What goes into the hourly rate for a surveyor?
This includes business overheads such as:
- Wages
- Overheads /profit
- Insurances
102
What are project deliverables?
The delivered service the client will receive to satisfy their requirements /project goals.
103
What were the project deliverables at Old Greaves Town Lane?
This delivered service which was agreed to meet client expectations. This included:
- Feasibility Report.
- Project Plans
- Specification of works
- Tender reporting
- Managing works on site
- Handover.
104
What is a Net Contribution Clause?
Defined in the appointment letter where two or more parties are involved in a construction project who are jointly liable for the same loss or damage.
The liability of each party will be limited to the amount which would be apportioned to that party by a court.
For example; M&E works if an M&E specialist is involved.
105
Whats included in an appointment document /service agreement /terms of engagement?
- Scope of services
- Parties to the appointment
- Scope of services
- Payment terms
- Time scales
- Limit of Liabilty
- How the clients Data will be used
- Complaints Handling Process
- Anti-bribery policy (termination of contract)
106
Whats the purpose of issuing terms of engagement?
Provides a written record of the agreement between the client and the firm, in order to avoid doubt and confusion.
To agree in writing the extent of the instruction and any limitaitions.
107
What are some of the key elements of ISO 9001?
ISO 9001 - quality management system
5 core elements
○ Management responsibility
○ Resource management
○ Realisation
○ Measurement, analysis and improvement
○ Documentation
108
What is ISO 14001?
ISO 14001 - environmental management systems.
Helps organisations improve their environmental performance through more efficient use of resources and waste reduction
109
How have you advised your client under the Construction Act?
I haven’t advised directly under the Construction Act but an example would be:
If the client wanted to pay less than what had been set out in the payment notice they (or specified person) must issue a pay less notice setting out the basis for its calculation.
110
What steps do you take to avoid complaints?
Ensure the client understands the scope of services /limitations by providing clear terms of appointment.
Honest and clear communication.
Act within my level of competence.
111
What is a duty of care?
Obligation to protect others from harm.
A breach of duty of care can result in a claim being brought against those responsible.
