M003 - Level 2 - Client Care

M003 – LEVEL 02 CLIENT CARE
1. APPROPRIATE BEHAVIOUR TO ESTABLISH GOOD CLIENT RELATIONSHIP

 Clear and transparent communication
 Honesty and integrity
 Setting realistic expectation
 Timely deliver / Punctuality
 Quality outputs.
2. SYSTEM AND PROCESSES FOR MANAGING CLIENT CARE:

 Client complaint procedures.
 Quality assurance procedures.
 Client satisfaction questionnaire or surveys
 Client feedback meetings
 Lessons learned workshops
 Other policies such as sustainability, equal opportunities, environmental policies etc., depending upon client’s requirements.
3. CLIENT CARE: It is a continuous process or concept of understanding client’s requirements, suggestions, complaints etc.
and analyzing it to find a solution suitable to client requirements and to enhance our own business.
Client care includes the following topics:
a) Understanding client objective: Approaches to Client Care will vary from business to business, depending on the nature of
the work, the degree of client interface / involvement and the type of organization. The possible objectives can be related to
cost, marketability, use-related, timing and environmental. It is important to be clear on the goal as success will depend upon on
it and care should be taken to define it in a SMART manner i.e. SPECIFIC, MEASURABLE, And ACHIEVABLE and
RESULT based on Timescale.
b) Establishing client’s brief: Importance of defining the scope of work so as to align the expectation of both parties for the
delivery of a successful project; need identification of clear establishment of the Client’s objectives; correct interpretation of the
Client brief. Client brief should include project definition, description of site, budgets, programme, quality standards and
objectives. Always remember the drivers – TCSQ (Time, cost, scope and Quality) and emphasis on sustainable issues and the
best value over the life cycle of the project from cheapest capital cost.
c) Appointment documents: This shall include description of professional services in detail, details of PII, client &
consultant’s obligation, limitation of liability, indemnity, payment terms, termination & suspension provisions, dispute
resolution procedures, governing law.
d) Fees: There is no standard or recommended basis for calculation, however the fees are agreed on the basis of an agreed % of
the total contract value / monthly fee charges / agreed lump-sum fee.
e) Key Performance Indicators: KPIs are used for benchmarking purpose and are the key component of any organization’s
aim for the best practice in terms of Time Cost Scope and Quality. The Construction firms should monitor the KPIs such as
liquidity, cash flow, labour production, schedule variance, margin variance, delays, customer satisfaction, cost and time for
construction & rectifying defects, quality defects.
f) Complaint Procedures: As per RICS, “it is process that a complainant can use to resolve their issue against a firm. It must
include an independent dispute resolution mechanism approved by the Regulatory Board.”
Complaint Handling Procedure:
Step 1: Complaints will be considered by a senior member of the firm or a designated complaint handler.
Step 2: If the complaint cannot be resolved, it will be referred to an independent redress scheme. The firm’s complaint handling
procedure must give details of the redress scheme to which it refers complaints so that you know where to take your complaint.
Key Components of CHP:
 Complaint is received and acknowledged
 Complaint is registered / recorded
 Complaint is investigated internally and responded
 Complaint is referred to external independent redress scheme, if not resolved.
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g) Establishing Communications with Client Team: To perform effectively, all parties must have timely access to all
information relevant to their tasks and the project’s objective and status. Communication strategy ensures that the messages will
be communicated to the project participants including all stakeholders; the frequency at which the messages will be
communicated; the format in which the messages will be communicated and the responses are received through proper
communication methods and technologies available.
h) Involvement of Stake Holders: It involves influencing, controlling and managing those stakeholders who can affect the
project and its outcome. This results in stakeholder strategy, which then updates the communication plan. All the stakeholders
need to be captured in a map and subdivided into following categories:
 Responsible – refers to the stakeholder who owns the project
 Accountable – refers to the stakeholder who must sign off the work
 Consulted – refers to the stakeholder to hold information or complete the work
 Informed – refers to the stakeholders who need to know the outcome but need not be consulted
 Involvement of stake holders
Difference between a Client and a customer:

A client is defined as "the party for which professional services are rendered" and as "One that depends on the protection of
another." The main difference between a customer and a client is that a protective, ongoing business relationship is formed with
a client, but not necessarily with a customer.
A client looks to follow the advice and professional knowledge of a business leader, while a customer may only purchase goods
and services from a business.
Client’s Money:
Any money held or received by the firms which do not solely belong to the firm. This money held in trust by a firm on behalf of
third parties and which is not due to the firm. We have to ensure that the money entrusted to you is always:
 Kept separately from your own, your firm, your company’s account.
 The money is clearly identifiable.
 Obtain bank confirmation of account conditions.
 Advice the client and agree terms of account handling in writing.
 Obtain client’s written approval to make payments from their account.
 The money that belongs to them should be available to them at all times.
The RICS Client’s Money Protection Scheme – Client who entrust money to firms regulated by RICS are protected in the
unlikely event that the money is mishandled. (Maximum amount is 50,000 Pounds).
Complain – RICS MEMBER OR FIRM:

First step is to complain directly to member or firm as per CHP. Second step to complain directly to RICS (Online possible)
Subjects RICS investigate against a member or a regulated firm:

Failure to use complaints handling procedure, Incompetence, Conflicts of interest, Misuse of client’s money, Failure to answer
correspondence, Allegation or a conviction of a criminal offence.
Locum & Locum agreement:

It is a person who is authorized to manage your practice in your absence. (Long term absence due to illness, death, holiday
longer than one month, unforeseen events) The agreement between you and the locum is locum agreement. This is an RICS
requirement if you are a sole practitioner of the practice.
Feedback from Client:

The feedback should be formally recorded in proper way. If obtained through a customer satisfaction questionnaire then this
will form the formal record. If the feedback is verbal then a formal record should be made.
If the feedback is negative then it needs to be verified and the necessary course of action to be taken depending upon the actual
feedback. If a formal approach is required then obviously the company procedure should be followed. It is also advisable to
ensure that feedback is collated in a formal way and fed back into company through some form of lessons learned process.
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Example of KPI: My company has a KPI policy of targeting 90% success rate on rev.00 WIR approvals. Monthly analysis is
done to monitor the KPI. In case the KPI targets are not met, further root cause analysis is submitted along with corrective
action plans.
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M003 – LEVEL 02 CLIENT CARE

1. APPROPRIATE BEHAVIOUR TO ESTABLISH GOOD CLIENT RELATIONSHIP

2. SYSTEM AND PROCESSES FOR MANAGING CLIENT CARE:

Difference between a Client and a customer:

Complain – RICS MEMBER OR FIRM:

Subjects RICS investigate against a member or a regulated firm:

Locum & Locum agreement:

Feedback from Client:

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