Client Care (L3) Flashcards
How do you ensure you provide the best client care?
- Ensuring that I am competent to carry out the work proposed by the client
- Ensuring good communication
- Recording meetings
- Providing regular updates
- Being empathetic and trust worthy
How do you assess that you’re competent?
SKATE:
Skills
Knowledge
Attitude
Training
Experience
How do you understand what your client is wanting from the outset?
I would identify their objectives through good communication.
- Project brief
- Scope of work
- Communicating the requirements back to the client
- Documents received from the client
As a chartered building surveyor, if you were asked to deliver outside of your competence, what would you do?
I would politely decline, as I would not be able to deliver a service which was in the best interests of my client.
Please tell me how you gained feedback on client care?
We use a standard form on completion of the scheme which requires feedback on performance.
If a client was prepared to pay you in advance for services you were providing, how would you ensure this was dealt with?
I can accept the money if I was sure that it did not facilitate money laundering and I would need to comply with the RICS professional statement for handling clients money.
I would inform the client that the money would not be protected by the RICS client money protection scheme which doesn’t cover payment of services in advance.
- Once complete, show a final statement ensuring everything is complete and transparent
On what ground would you ask a client for additional fees; How would you approach this?
- Where the programme duration is extended
- The scope of services being delivered has changed
- Where the location and travel requirements of the project have changed
- Increased attendance at meetings has been requested
- The frequency of the project deliverables has been adjusted
- The value and scope of the project has changed
Arrange a meeting with the client and explain the reasoning behind the fee claim.
Discuss the benefits the additional services will provide to the client and be sympathetic and understanding; be prepared to offer a compromise.
What measures should be taken to try and avoid PI claims?
- Keep full and detailed records of meetings, conversations etc.
- Record recommendations and advice given
- Use
What measures should be taken to try and avoid PI claims?
- Keep full and detailed records of meetings, conversations etc.
- Record recommendations and advice given
- Use proper letters of engagement, scope of services and terms of engagement
What is a fee proposal?
A fee proposal is a proposal prepared by a consultant for a prospective client describing the services that the consultant proposes to undertake and the fee that will be charged.
This may be in the form of a letter, or may be a more detailed document accompanied by a cover letter.
What is an options appraisal?
Options appraisals are undertaken following the completion of feasibility studies. Their purpose is to assess a number of potential options before developing a concept design for the preferred option.
Used to ensure the most appropriate option is chosen to meet the clients objective.
What is meant by terms of engagement?
They are legally binding documents which set out.
They define the scope and depth of service you will provide.
What is meant by ‘terms and conditions’ and when would these be presented to the client?
Terms and conditions are provided alongside a fee proposal, letter of appointment and may contain the following:
- Introduction
- Interpretation
- Fixed fees
- Suspension
- Hourly charges
- Disbursements
- Special Consultants
- Confidentiality and conflicts
- Data Protection & GDPR
- Complaints
What is a ‘letter of intent’?
- A document expressing an intention to enter into a contract at a future date.
- Not a contract
- Not an agreement to agree
What is meant by ‘Contract Execution’?
Contract execution is the process of signing an agreed contract, after which its terms become binding on the parties to the contract.
