4. Client Care

Question 1

What is client care?

Answer 1

• The principle of client care is looking after the clients’ best interests and providing an appropriate level
  of service that satisfies the client’s needs and achieves VfM.
• • Client care can be provided through:
    o Professionalism.
    o Competence.
    o Trust.
    o Presentation.
    o Regular communication.
    o Review of services provided and standard.
    o KPIs to monitor client satisfaction.
    o Client Performance Feedback.

Question 2

Why is Client Care important for surveying firms?

Answer 2

• The majority of work is developed through repeat business from existing clients.
• Therefore, it is important not only for the client to achieve their requirements but also for the company
  to encourage repeat businesses where possible.
• Providing that the Client’s satisfaction is maintained, positive testimonials can be achieved and word of mouth recommendations will be generated.
• However dissatisfied Clients can be very damaging as negative feedback and experiences can spread
  quickly.
• Providing excellent client care can also reduce the potential for negligence claims to arise.

Question 3

What is CPF (Client Performance Feedback)

Answer 3

• Client performance feedback is the process of gathering and acting on feedback from the client. This comprises:
  o Gathering feedback during and after project completion.
  o This is usually carried out by an independent person.
  o The feedback sets the standards for the company and identifies areas for improvement.
  o It encourages open discussions with the client to ensure satisfactory service is delivered and
  that goals are achieved.
  o It also provides an opportunity to gain future work for the company.
  o CPF is usually carried out at regular intervals (3-6 months) to ensure any problems can be
  identified and rectified as early as possible.

Question 4

How would you identify the needs of a client?

Answer 4

• I would look to achieve this by holding Client Account Planning Sessions.
• Each client & project is different & their needs would be assessed on their own merit, this could be
  achieved by:-
  o Holding discussions regarding project key deliverables & the scope of services required.
  o Reviewing past CPF scores & identifying key areas for improvement.
  o Reviewing any complaints to identify mistakes and best practice methods of working.

Question 5

What is a Client Brief?

Answer 5

*It is a formal statement of the objectives and functional and operational requirements of the finished project.
* The purpose of the client brief is to provide a firm foundation for the initiation of the project.
* It should be in sufficient detail to enable the integrated project team to execute the specification and
detailed design of the work and is therefore an essential reference for the team.

Question 6

Please provide an example of your client care & empathy skills?

Answer 6

• Despite working on multiple commissions I always try to ensure that I prioritise each client’s needs accordingly.
• My approach is to always make the client feel like their project is the only commission I am working on.
• Through organisation and communication I can meet the deliverables of each client in advance of the agreed deadlines and am always sure to deliver work to a high standard.

Question 7

When should you decline an instruction of new work from a client?

Answer 7

• If there is a Conflict of Interest.
• If the appointment is would not be in the clients’ best interests.
• My firm may not be able to resource the job adequately.
• If the project is outside of my skillset.
• If the work was unlawful.

Question 8

What do you need to consider when using preparing a fee bid?

Answer 8

o Finding out what the client’s requirement are and identifying whether this is a service that we provide.
o A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved.
o There are varying levels of sign off depending on fee value prior to submission.

Question 9

What makes up a fee bid proposal?

Answer 9

• The Executive Summary including reference to the Scope & Solution.
• Identification of the Client’s needs & key deliverables.
• References to relevant experience.
• A Methodology.
• The proposed fees.
• Supporting CVs.
• References to the project programme.
• Identification of sub consultants.

Question 10

How would you limit the risk of working with a client who may be financially unstable?

Answer 10

• I would use a screening process to check the client’s finances, this could include:-
  o A company search using the Companies House website to obtain their account information.
  o A Dun & Bradstreet or credit safe credit check.
  o An Internet search using their website for additional information and to make a judgement on their reliability.

Question 11

If your client asked you to lower your fees because of their limited funding, what would you do?

Answer 11

• The client would have to pay the required price for the level of service required or reduce the scope of works involved

Question 12

How would you calculate a fee proposal?

Answer 12

• I would review the work involved with the commission based on the level of information available.
• I would calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate adding a suitable allowance for over heads and profits

Question 13

What is your company’s procedure for client’s feed-back?

Answer 13

• We undertake formal project reviews with the client every two months.
• In my day-to-day involvement with the client I look to obtain regular informal feed-back through verbal and email communication.
• We undertake a satisfaction survey questionnaire at the end of each project.

Question 14

What is your company’s procedure for complaint handling?

Answer 14

• The RICS specifies 2 stages as a minimum:
  o Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.
  o Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism.
• The person is invited to make a complaint in writing to our designated complaint handler who will investigate the complaint with all parties involved and advise the complainant of any action taken
  within 21 days.
• If the complainant is not satisfied, the complaint is escalated to the Regional Managing Director who
  will take action and respond within 21 days.
• Should the complainant remain dissatisfied, the matter can be escalated to the RICS independent redress mechanism

Question 15

How do you identify your client’s needs and expectations?

Answer 15

• I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
• I also use client’s briefing checklists where applicable.
• There have been times when I have not received an adequate briefing from the client and in these instances I am sure to ask for further clarification on their specific requirements.

Question 16

How do you establish trust?

Answer 16

• I am transparent and honest about my actions at all times.
• I learn about my client and their long term objectives in addition to key challenges they are facing.
• I only act inside the parameters of my level of expertise and competence.
• I always act in a professional manner.
• I always provide a high level of service.

Question 17

How do you encourage repeat business?

Answer 17

• I provide high levels of service and customer care during projects.
• I regularly obtain feedback and act on it.
• By dealing with complaints honestly and effectively.
• Through keeping in touch with clients even when we have no live projects with them.
• Organising business development activities such as social events or CPD’s

Question 18

What are the advantages / disadvantages of working from a client’s office?

Answer 18

• The advantages are quicker and clearer lines of communication.
• A better understanding of the client’s culture, needs and expectations can be determined.
• The disadvantages are the loss of technical support from colleagues and a possible isolation from my own organisation’s culture.

Question 19

Prior to working with a new client, what pre-appointment checks would you undertake?

Answer 19

1. Ensuring that I am sufficiently knowledgeable, skilled and competent to carry out the work required
2. Check for conflicts of interest in line with the RICS professional guidance on conflicts of interest
3. Anti-money laundering checks, in line with the Anti-Money Laundering Directive and RICS professional statement Countering Bribery and Corruption, Money Laundering and Terrorist Financing
4. Ensuring my firm has sufficient PII to cover the value of instruction
5. Formalise the engagement in written terms of engagement

Question 20

When setting up a new practise, what procedures would you put in place to ensure good client was being provided?

Answer 20

Processes for formalising terms of engagement and clear communication lines with the client. including confirming timescales, resourcing adjustments and obtaining any information required from the client

Set up procedures for obtaining regular client feedback and ensuring this is acted upon

Procedures to keep client information confidential and using non-disclosure agreements to protect client confidentiality if required

Reporting to clients using agreed and consistently formatted documentation that has been tailored to meet the client’s requirements

Question 21

On receipt of a formal complaint from a client in writing what would you do?

Answer 21

1. Arrange a call with a client as soon as possible to notify them that you have received the complaint and are working to rectify the issues they are experiencing
2. Issue the client a copy of my firms complaints handling procedure for reference
3. Report the complaint with all relevant details to a senior person within the firm or designated complaints handler
4. Notify my firms PII insurers inline with our policy requirements
5. Arrange a meeting with the client to take on board their feedback and address any areas for concern by introducing appropriate procedures if required

Question 22

What is a complaint and why is this a serious topic area for surveyors?

Answer 22

A complaint is a form of dissatisfaction displayed by a client or third party

RICS requires complaints to be handled in line with their complaints handling procedure

We also have an obligation to notify PII insurers

Complaints can also result in loss of clients and damage of reputation

Question 23

What is duty of care?

Answer 23

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

Question 24

Difference between customers and clients?

Answer 24

Customers are best defined as an individual who is purchasing goods and services from a company. They are typically one time transactions whereas a client refers to a person who looks for professional service from a business

Question 25

What is meant by soft landing?

Answer 25

The term soft landings refers to a strategy designed to make an easy transition from the construction stage to the occupation stage of a project

Question 26

Please provide an overview of your quality management procedures?

Answer 26

Peer review process Standard format of documentation Authorisation signature prior to release of documentation Accessible file storage system Lessons learned workshops CPF

Question 27

What is your firms' procedure for obtaining client feedback?

Answer 27

Client performance review feedback issued to client every 3 months Regular day to day informal communication with the client

Question 28

What is meant by the term KPIs?

Answer 28

Key performance indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives

Question 29

What is meant by the term client money