Client Care General Overview Q&A Flashcards
(70 cards)
What is client care ?
The process of identifying all client types and the behaviors appropriate to establishing good relationships,
along with the systems of procedures for managing the client care process,
all within the public interest.
What do you think the principles of client care are?
- 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.
What guidance does RICS publish on Client Care?
Complaints Handling - Professional Standard - July 2016 - Updated January 2022
Client Money Handling - Professional Standard - January 2022
Professional indemnity insurance requirements
UK: Version 10 with effect from 1 July 2024
How are firms supposed to look after Clients?
- Having appropriate level of Professional Indemnity Insurance and in line with RICS PI insurance requirements.
- Having a Complaints Handling Procedure.
- A procedure for handling clients money if applicable.
Why is client care important ?
Client care is the foundation of good business and relationships.
Client care helps retain existing clients and develops new leads through positive relationships and outcomes. This will provide a good reputation within the industry.
Failure to provide good client care is likely to lead to dissatisfaction, complaints and in worst case professional indemnity claims for professional negligence.
By providing good client care reducing the likehood of conflict.
What is a complaint ?
An expression of dissatisfaction. complaints generally arise when expectation have not been met.
Complaints can be made in writing or verbally.
Why is complaints handling so important ?
Complaints Handling - Professional Standard - July 2016 - Updated January 2022
is closing linked with Professionally indemnity
Of which encompasses client care.
&
If complaints are not manage appropriately and in worst cases can result in loss of client and reputational damage.
What is meant by the term duty of care ?
A duty of care is to a contractual term used to ensure one party does not suffer harm or loss , of which can arise as a result of a breach of contractual obligation or tort of negligence.
Terms of contractual appointments will include duties to perform services with reasonable skill and care, of which is a standard expectation of a reasonable competent professional.
In the absence of contractual obligation, tort of negligence can be applied , which relies on the courts applying the relevant aspects of common law to determine tee duty of are that is owed.
What is the difference between a client and a customer ?
Customers will be an individual purchasing goods and services from a company. One time transaction typically.
A client refers to a a professional services from business and will engaging over medium to long term objectives, having long lasting relationships.
How do you conduct yourself with clients and stakeholders ?
I am always well mannered, friendly and interested developing a working relationship.
I always present myself well and treat clients with respect
What is meant by the term soft landings ?
The term soft landings refer to a strategy designed to make an easy transition from the construction stage to the occupation stage of a project. The aim is to realise optimal operational performance and ensure that end user of project can operate effectively in the built asset.
Please provide an overview of your quality management procedures
Peer review process - Senior management check reports prior to them being issued.
We use standardized professional formatted documentation that consistent.
Authorization signature processes in place.
Accessible file storage systems.
Procedure for absence of staff.
e undertake Lessons learned workshop
Quality Management systems included reporting templates, payment schedules, following industry guidance and best practices.
What is your firms procedure for obtain client feedback ?
We undertake quarterly feedback session with our clients, which we call a client performance review. KPI will be set for each client. We very much treat this as a lessons learned workshop.
What is meant by the term KPI’s
A key performance indicator is a measurable value that demonstrate how effectively a company is achieving key business objectives
What is meant by the term Client money ?
Money of any currency whether in the form of cash, cheques, draft or electronic transfers.
A RICS regulated firm hold or receives 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 handling. What must regulated firms follow from the RICS professional standard.
- Hold all client money in a bank account you have exclusive control over
- Keep the money safe and have control in place
- Use client account for appropriate purposes only
- All client money accounts include the word client and the name of the firm in the title of the account
- Must be immediately available to the client
- Must comply with professional statements, countering bribery and corruption,
money laundering and terrorist financing - All record relating to client money are available on request
- Client money is part of you annual return to RICS
What is the obligation on firms for complaints handling ?
- RICS Rules of Conduct places an obligation on Regulated firms. Firms must publish their complaints-handling procedure, which includes and alternative dispute resolution provider and maintain a complaints log.
- Ensure that the staff have access to and an understanding of the firms CHP’s.
- Record all complaint.
- Do not get defencive take the motions out of the problems.
- If I am unsure Ill refer to appendix C life of the claim for guidance on procedures.
What information should be contained in a client brief for an appointment ?
- Brief of the project and the service requirements
- Insurances
- Terms and conditions
- Duration of the appointment
- Policies and procedures
- What would you expect to be in a fee proposal
- Executive summary
- Identification of client needs and key deliverables
- Identification and analysis of project issues
- Relevant experience CV’s
- Team structure – organogram
- Terms and condition of appointment
- Basis of pricing the fee
- Scope of services
- Programme
- Insurances
- Inclusions and Exclusions
- Clarifications
Prior to working with a new client what pre-appointment checks would you undertake ?
- I would ensure that I am sufficiently knowledgeable, skilled and competent to carry out the work required.
- I would check for conflict of interest. In line with rics professional guidance on conflict of interest.
- I would check for anti money laundering in line with anti money laundering directive and rics professional statement of countering bribery and corruption, money laundering and terrist financing
- Ensure sufficient PI level
- Formalise engagement in writing.
When setting up a new practice, what procedure would you put in place to ensure good client care was being provided
- Formalise terms of engagement and clear communication lines, confirming timescales, resourcing adjustment and obtaining any information required from the client.
- Set up procedure for obtaining regular client feedback and ensuring this acted upon for example by holding monthly client performance reviews.
- Develop strategies for taking part in business development activities in order to retain existing client and also generate new business.
- Reporting to client using agreed and consistently formatted documentation that has been tailored to meet the clients requirements
General Good Client car advice
- Having an Effective leadership in managing client base and future clients and
Implement a client management programme is essential. - To develop successful business relationships you must meet or exceed your clients expectations.
- Understand you clients expectations.
- Under promise and over deliver is key
- How you communicate how you will work together is major setting of expectations, clarify with the party of:
- How we are going to work together
- How we will communication and when
- Who the client should speak to with concerns
- How information is shared and reports formatting requirements
- Understand your business partners (clients) business objectives
Regular contact with business partners that’s relationship focused and not project focused all the time: Relationships are massive – meet in person, pick up phone
build friendships, understand and build relationships around and slowly establish what you need from them and what they need from you, listen well.
Engage in activities or discussion that doesn’t involve the project.
Need from then what they need from me – set out
What is Public Liability Insurance?
Covers the cost of claims made by members of the public for incidents that in connection with a business activity. It will compensate a third party for personal injury, loss or damage of property.
What are the RICS PII Insurance Recommendations
£100,000.00 turnover = £250,000.00 minimum cover.
£100,000.00 – £200,000.00 turnover = £500,000.00 minimum cover.
£200,001.00 plus turnover = £1,000,000.00 minimum cover.
