Client Care Flashcards
(18 cards)
- What is meant by duty of care?
-Ensure that another party does not suffer harm or loss as a result of breach of contract.
-Reasonable skill and care expected by a professional to perform services to a standard.
What is a stakeholder?
Someone with an interest in the project
How would you identify the need of the client?
Ask them what their priorities are for the project, how they want it delivered, and what is most important to them. Ask them what project constraints there are, and any third parties I should be aware of. In terms of their needs from me as the QS, I can send them a schedule of scope of services, for them to look through and check which ones they would like undertaking as part of my scope of services and fee
Prior to working with new client, what pre appointment checks would you undertake?
a. Am I skilled and competent to do the work
b. Conflicts of interest
c. Anti money laundering checks
When setting up new practice what steps would you take to ensure good client care?
Processes for terms of engagement, procedures for client feedback/monthly reviews, business development activities
How would you put together a fee forecast?
Using the scope of service to estimate the amount of people that would be required and at what level to complete the tasks, and apply the rate used for each professional level against the time to give a total fee amount.
How would you negotiate a fee with a consultant?
Be open and honest, use previous benchmarking data to assist, figure out the scope of services.
What would you do if a client asked you to undertake work which you felt sat outside your scope of services?
-I would inform the client that I do not have the expertise to advise on this matter, and propose a way forward whereas a team we can get the proper advice from the right professional.
-If it was additional works for which I feel I am informed about, I would advise the client this is not included in my current cope of works, let them know I would like to complete this task for the project, but notify them this would warrant an additional fee, and issue this to them as a proposal for acceptance
If a client asked for the cost per sqft of a development over the phone quickly, what would you do?
I would advise I cant do this over the phone with such little information, I would need a functional unit, GIFA or elemental breakdown, and I would issue it formally in writing, after doing a benchmarking analysis properly with this info. I would also request a fee for doing so.
Can you elaborate on RLB’s Complaints Handling Procedure?
Acknowledge complaint within 2 days, then 5 days to agree resolution/remedy. If still dissatisfied, mater raised to MD who does review within 28 days. If still dissatisfied, goes to negotiation/mediation operated by RICS. Then if still not resolved, goes to Chartered Institute of Arbitrators
What is soft landings?
- Strategy for easy transition from construction to occupation
- Aim is to realise optimal performance and ensure end users can operate in the building.
You mention complaints handling, What is your company’s Complaints Handling Procedure?
- Acknowledge the complaint in writing (letter) within 48 hours
- Complainant assigned a “Key Client Contact” (Senior Person) who will attempt to remedy the complaint within 5 days.
- If still unsatisfied it is referred to a Director and responded to within 28 days.
- Then referred to Mediation (ADR) Centre for Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institution of Chartered Surveyors.
When setting up a new practice, what procedures would you put in place to ensure good client care was being provided?
- I would setup processes for formalising the agreed terms of engagement and clear communication lines with the client, including confirming timescales, resourcing adjustments and obtaining any information required from the client.
- I would also set up procedures for obtaining regular client feedback and ensuring this is acted upon for example by holding monthly client performance reviews. - Setup of strategies for taking part in business development activities in order to retain existing clients and also generate new business would also be undertaken.
- Procedures to keep client information confidential including use of non-disclosure agreements to protect client confidentiality would also be put in place.
Prior to working with a new client, what pre-appointment checks would you need to undertake?
I would ensure those working on the commission are sufficiently knowledgeable, skilled and competent to carry out the work required. I would also check for any potential conflicts of interest in line with the RICS professional guidance on conflicts of interest. Anti-money laundering checks would be required in line with the Anti-Money Laundering Directive and RICS professional statement Countering Bribery and Corruption, Money Laundering and Terrorist Financing. Finally I would ensure the firm has sufficient Professional Indemnity Insurance to cover the value of the instruction and formalise the appointment with issue and sign off of written terms of engagement.
Why is client care so important?
Surveying practices that provide excellent client care are likely to retain existing clients and develop new business leads by receiving positive testimonial. Formal complaints and insurance claims can be costly and result in a stressful working environment, reduced staff performance and can be time consuming.
How to ensure to minimise complaints and claims?
Complaints and claims can and should be avoided with diligence, manageable workloads, resource planning and well developed procedures for obtaining and acting on customer feedback.
What is meant by the term Duty of Care?
A duty of care is to ensure that another party does not suffer harm or loss that can arise as a result of a breach of contractual obligations or Tort of Negligence.
General forms of appointment will include contractual duties to perform services with reasonable skill and care that is to a standard expected of a reasonably competent professional. May need more specialist in some instances.
What is meant by the term client money?
Money of any currency whether in the form of cash, cheques, draft or electronic transfer. An RICS regulated firm holding or receiving money on behalf of another person or company that is not immediately due or payable on demand to the RICS regulated firm for its own account. Client money excludes fees paid in advance for professional work.
