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RICS APC > Client Care > Flashcards

Client Care Flashcards

1
Q

What do you understand by client care?

A
  • Understanding their requirements from myself and the project
  • Ensuring I maintain performance by undertaking QA on all issued work
  • Maintaining expectations by obtaining feedback
  • Looking out for clients best interests
  • Ensuring my Client has a copy of my company’s CHP
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2
Q

Why is client care important?

A
  • Retain existing clients and secure repeat business
  • Can reduce the likelihood of complaints and conflict
  • Maintain a strong reputation in the industry
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3
Q

Why is important to maintain existing relationships?

A
  • A large % of work is won through repeat business
  • Could win more work through word of mouth from Client
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4
Q

How do you manage your client’s expectations?

A
  • Agreeing strategies, goals and timelines
  • Be open and honest
  • Offer advice and direction in relation to scope of services
  • Be a good listener
  • Communicate clearly, concisely and regularly, to the clients needs (experienced / inexperienced clients)
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5
Q

How do you conduct yourself with a new client?

A
  • Well mannered
  • Well presented
  • Respectful
  • Polite
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6
Q

How do you build trust with a new client?

A
  • Only act within my level of competence
  • Always act professionally
  • Be transparent
  • Be open and honest
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7
Q

What are some of the quality management and assurance procedures you implement on projects?

A
  • Project execution plans
  • Director sign off for valuations
  • Monthly checklists for valuations to ensure everything has been captured
  • Record all advice and discussions within the shared drive
  • Change control log
  • Follow RICS and company policies and procedures
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8
Q

What would you expect to find in a client brief?

A
  • Services required by the client
  • Insurance requirements
  • Terms of appointment
  • Key drivers for success
  • Duration of appointment
  • Any exclusions, eg dealing with claims
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9
Q

Why is a client brief important?

A

It sets out the parameters for delivering the client’s project to their expectations

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10
Q

What is a consultant appointment document?

A
  • A document containing the terms and conditions for the services being provided by the consultant
  • I am aware the RICS has a standard template which can be used, however, I would use my company’s appointment document
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11
Q

What would you find in an appointment document?

A
  • Scope of services required
  • Price / fee
  • Programme / time frame to complete the works
  • Insurances / collateral warranties
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12
Q

What would you do if a client told you they were unhappy?

A
  • Apologise
  • Remain professional and respectful
  • Provide the client with a copy of the CHP
  • Notify PI of a potential claim
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13
Q

How do you remain adaptable with different clients?

A
  • Ensure I speak appropriately for that client. For example, inexperienced clients may need further information to make decisions
  • Present information differently to adapt to clients needs. For example, clients on CiNER Glass were Turkish so I presented cost reports in more graphical, succinct formats
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14
Q

Why is it important to remain adaptable with different clients?

A
  • Ensure they understand information presented to them
  • Ensure they can make informed decisions by understanding the request or issue
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15
Q

How do you manage the client care process?

A
  • Client feedback
  • Client satisfaction questionnaires
  • KPIs
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16
Q

How do you act on feedback received from a client in a feedback form or questionnaire?

A
  • Formally record feedback
  • Discuss feedback with the client to see how I can improve my performance in certain areas
  • Review in 6 months with the client
17
Q

What are KPI’s?

A
  • Key Performance Indicators
  • Used to measure the performance of a company or individual
18
Q

Can you give an example of how KPI’s could be used to measure your performance?

A
  • Working effectively as part of a team
  • Timely delivery of services
  • Understand of contract
  • Appropriate use of cost control mechanisms and reporting systems
19
Q

Can you give an example of how you could use KPIs to measure a project’s performance?

A
  • Number of defects
  • Number of H&S incidents
  • Programme on target
20
Q

What is classified as ‘client money’?

A

Money that belongs to the client

21
Q

Are you aware of any guidance relating to Client money?

A

RICS Client Money Handling - Professional Standard

22
Q

Can you summarise the RICS Client Money Handling?

A

The document is a professional standard so it is mandatory to follow.

Split into mandatory and guidance.

  • Requirements for members and firms
  • Holding client money
  • Keeping client money safe
  • Providing information to clients for how their money will be dealt with
  • Payments with client money and receipts
  • how to manage unidentified funds (charity donations after three years)
23
Q

What might you include in a consultant proposal, for a tender?

A
  • Scope of services
  • Terms of appointment
  • Project details
  • Fee drawdown
  • Anticiapted programme
  • Insurances
  • Assumptions and exclusions
  • Any responses to Quality Questions (eg H&S, Financial Information, CV’s)
24
Q

What are the main elements included within a fee proposal?

A
  • Level of cost manager
  • What stage of project (against RIBA POW)
  • Hours required per week x number of weeks
  • Total fee for scope required
25
Q

What may you exclude from your fee proposal?

A
  • VAT
  • Dealing with claims
  • Any services not included
26
Q

How would you go about calculating a fee for a new project?

A
  • Look at project scope, including size and complexity
  • Identify what tasks would need to be undertaken
  • Identify what resources you would need and what level
  • Assess the time commitment required to complete the scope of services x Nr weeks in programme
  • Look at overall total fee as a % against the schemes value, as a sense check
27
Q

If you client told you your fee was too high and wants you to reduce it, what would you do?

A
  • Show the client how the fee has been calculated
  • Suggest scope of services could be reduced to align with fee expectations
28
Q

What would you do if you underestimated your services within a fee proposal?

A
  • Uphold your scope of services
  • Lesson learnt for next time
  • Bare in mind if scope of services has increased, it would be reasonable to request additional fees
29
Q

On what grounds might you request additional fee from your client?

A
  • Dealing with insolvency
  • Increased scope of services
  • Delay to programme due to contractors fault
30
Q

Why is confidentiality important?

A
  • Builds trust
  • Promotes confidence between parties
  • Protects industry reputation
  • Legal complaints (eg NDA, GDPR)
31
Q

How do you go above and beyond for your clients?

A
  • Keep good communications
  • Make myself available for discussions
  • Explain everything clearly and concisely
  • Be friendly, respectful and polite

RICS APC (19 decks)

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