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Pathway Guide Check List

Client Care

Manoj Herath
MBA ConstRealEst, Pg Dip in PM
(RICS), BSc (Hons) QS, MRICS, FAIQS,
AAIQSL, CQS (AIQS)
Trained RICS and AIQS APC Chairmen

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What is Client Care? What is Client Care?

RICS official definition
This competency must be achieved at least to Level 2.
At Level 1
Demonstrate knowledge and understanding of the principles and practice
of client care including:
 the concept of identifying all clients/colleagues/third parties who are
your clients and the behaviour that is appropriate to establish good
client relationships
 the systems and procedures that are appropriate for managing the
process of client care, including complaints
 the requirement to collect data, analyse and define the needs of clients.
At Level 2
Provide evidence of practical application of the principles and practice of
client care in your area of practice.
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The process of identifying all client types and the behaviours
appropriate to establishing good relationships, along with the
systems of procedures for managing the client care process, all
within the public interest.
Clients expect high standards of service and, as professionals,
surveyors have a duty to act with integrity, honesty, openness,
transparency and accountability at all times.
Conflicts of interest must be disclosed to clients to maintain
objectivity.
In the event of client dissatisfaction, you must have a complaints
handling procedure to ensure the matter is addressed
professionally.

Clients Establishing Clients Objectives

 Client vs Customer?  Client Questionnaires.
 External Clients.  Pre-start meetings.
 Internal Clients.  Good, clear communication.
 Public.  Benchmarking.
 Key Performance Indicators.

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Good Client Care KPI?

Meeting the client requirements timely and appropriately.  Why?
 A clear understanding of the client’s objectives and aims.  To provide a quantifiable measurement to assist parties
 A professional approach. in the construction.
 Clear, concise communication.  To ensure that the Clients requirements are met, and if

 A quality assurance policy.

not why.
 Complaints handling procedure.
 SMART?
 Professional Indemnity Insurance.
 Examples;
 Payments KPI
 Variations KPI

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5 steps for setting up a successful

Key Performance Indicator Process Client’s Feedback
 Planning, to clearly establish what needs to be improved. How do you act upon feedback from a Client?
 Analysis, to gather data and determine how big the task of  Feedback should be formally recorded in some way, i.e.
achieving the KPI is. Client Satisfaction Questionnaires.
 Action, to develop and implement improvement plans  If feedback is negative, it should be verified and necessary
(SMART KPIs). action taken.
 Review, to monitor actual performance against performance  If a formal approach is required, this should follow the CHP.
targets.
 Repeat.

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Insurances Q&A
 PI Insurance.
 Workmen Compensation.
 Employer’s Liability.
 Third Party Liability.

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