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Client Care level 1 - Coggle Diagram
Client Care level 1
Fees/Appointments
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You have submitted a fee bid to a client. The client contacts you and explains another practice has quoted a lower fee, but they would like you to do the work. They ask you to reduce your fee to match the other practice. What should you do?
1) I would explain to the client how the fee was calculated and the necessary resources to meet their requirements
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3) If the client were looking for an overall lower fee, I would be happy to review the scope of service to understand where services may be reduced in order to provide a reduced fee
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General
Client care
Definition - This is a continuous process of understanding client's requirements, suggestions, complaints etc. and analysing to enhance service delivery.
This includes
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11) Peer Review
- Involves someone who is not directly involved in the project undertaking a review at key points in the project with the aim to pick up any potential issues before they develop.
- Ensures that the services is being delivered to the required standard
- Has the value of bringing a 'new pair of eyes' to the project
- The individual may review the following:
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Dealing with Clients
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How do you ensure that a client's key drivers and values are expressed through the lifecycle of a project?
- Ensuring the Brief is comprehensive and that the PEP captures this information
- Update the PEP at regular intervals throughout the project
- Holding interviews at the end of the RIBA stages to analyse performance of client objectives - if targets have been missed, how will they be rectified (VE for an over-budget scheme)
- Lessons learnt workshop - capture experiences and ways to improve in the future
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Soft Landings
Definition - A strategy to ensure the transition from construction to occupation is 'bump free' and operational performance is optimised
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Client Money Handling
Client Money Handling - professional statement 1st edition, October 2019
The professional statement provides clear rules for RICS regulated firms and members to have the appropriate controls and procedures to keep client money safe. It provides confidence to clients and consumers that RICS regulated firms are operating to high professional standards
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Definition - Money of any currency, in the form of cash, cheque, draft or electronic transfer that:
1) An RICS-regulated firm holds for or receives on behalf of any person including money help by a regulated firm as stakeholder and,
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Complaints
Definition - An expression of dissatisfaction. Complaints generally arise when expectations have not been met
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Gifts & Hospitality
Should not be accepted or offered if they are likely to compromise impartiality or integrity or gives the impression of doing so. This therefore depends on the context.
There is a need for openness and transparency and awareness of firm's policies and legislation (Bribery Act 2010). Questions to consider
- What is the value of the gift?
- Who is it being given to?
- Is it reasonable and proportionate?
- Does it have a genuine business purpose?
- When is it being given? i.e. close proximity to a tender being awarded?
- How easy is it to decline there and then?