Client care

Question 1

what would you do when taking on new client?

Answer 1

Undertake client checks;
- passport ID.
- proof of address.
- if company, check companies house

Question 2

What regulation would apply here?

Answer 2

The Money Laundering and Terrorist Financing (Amendment) Regulations 2022

Question 2

what is the first thing you do when starting a job/project ?

Answer 2

Define a clear BRIEF. Such as,
scope of works, deadlines, report format.

Question 3

Would you need to check potential conflict of interest, if so what would you do?

Answer 3

Yes, and if so either decline or obtain consent from both parties in writing.

Question 4

Data base

Answer 4

keep a data base of client instructions & projects - Excel document

Question 5

should you have a CHP?

Answer 5

Must have a CHP, in accordance with RICS minimum requirements

Question 6

Fees

Answer 6

Agreeing fees is instrumental in client care

Question 7

Provide right level of advice

Answer 7

Ie type/level of survey.

Question 8

Jargon

Answer 8

Avoid jargon for lay people.
Perhaps use visual aids

Question 9

Key performance indicators - KPI’s

Answer 9

KPIs are an essential tool for managing work and clients. The indicators are typically agreed in the client brief, to make clear what is expected for good performance or success on the project; they may include meeting deadlines, reporting within given timeframes, or agreeing a certain percentage of settlements within budget.

Question 10

Marketing

Answer 10

Attract clients - online, business awareness (I have company brochures), cross selling.

Question 11

Communication

Answer 11

Remember you can say NO to work (no time/lack of resources/competence.

OPTION- provide options for the client for budgets etc. SUCH AS EEHA.

Question 12

Professional Indemnity Insurance

Answer 12

Make sure you have appropriate PI & check with brokers on any doubts

Question 13

Rules of conduct: RICS’ third Rule of Conduct

Answer 13

Requires members and firms to provide good-quality and diligent services

Question 14

Short forms of consultant’s appointment

Answer 14

RICS consultant appointments forms can be used

Question 15

Terms of engagement

Answer 15

Every single client instruction must be formalised in writing, using terms of engagement.
These set out the key terms agreed between the client and surveyor, in addition to limitations & exclusion

Question 16

Understand your client

Answer 16

Type of client, what are they likely to understand, not understand, taylor your care. corporation or home owner?
Home owner more personal..

Question 17

Size

Answer 17

The size of a client’s business is an important consideration in client care. A larger client organisation could require a more detailed communication and reporting strategy, given the multiple levels of approvals and key stakeholders involved. An individual homeowner client, meanwhile, may need a higher level of support, as residential transactions or disputes are often very emotional and personal. This often includes a follow-up telephone call after a report is issued to check the client understands it and to resolve any queries.

Question 18

Lejonvarn v v Burgess & Anor

Answer 18

The Court of Appeal has held that an architect and project manager who supplied her professional services to friends, free of charge and without entering into a contract, nonetheless owed them a duty in tort to exercise reasonable skill and care