Expectation management sits at the heart of RICS client care. When a surveyor and client are not aligned on what will be delivered, when and at what cost, disputes and reputational damage become almost inevitable. Setting, maintaining and resetting expectations is therefore a core competency for your APC.
Getting valuable feedback from clients and learning from it is crucial for improvement and success in any professional field. Here are some effective ways to achieve this as a RICS professional:
The specific statutory authorities and other approvals required for a project will vary greatly depending on several factors, including:
As a RICS professional, consulting with statutory authorities on consents and approvals is a crucial aspect of many projects. Here's how you can effectively navigate this process:
This topic is closely linked to the Ethics, Rules of Conduct and Professionalism competency.
During the inception stage of a project, RICS professionals rely on various methods to gather data from both client briefings and site-based information. These methods help establish a clear understanding of the project requirements, potential challenges, and context, laying a solid foundation for successful project execution. Here are some key methods employed by RICS professionals in this stage:
The requirement to collect data, analyse and define the needs of clients is a fundamental aspect of Client Care within the RICS framework. It's enshrined in the RICS Rules of Conduct.
As a RICS professional, measuring your performance using relevant KPIs is crucial for both individual growth and demonstrating value to clients. RICS outlines various KPIs applicable to different practice areas like valuation, surveying, and project management.
Key performance indicators (KPIs) are quantifiable measures used to track progress towards a specific goal. They help you understand how well you're doing and identify areas for improvement.
Scenario: Sarah, a RICS valuation surveyor, has received a complaint from Mr. Jones, her client, regarding the valuation of his recently inherited historical property. Mr. Jones believes the valuation is significantly lower than expected and does not reflect the property's unique features and potential.
Scenario: Sarah, an RICS surveyor, conducted a building survey for Mr. Jones, who planned to purchase a historic property. Mr. Jones later discovered significant structural issues not mentioned in the survey report, and filed a complaint with RICS alleging negligence.
The RICS, recognising the importance of fair and transparent complaint resolution, has established a well-defined complaints handling procedure for resolving issues raised by clients or stakeholders concerning the services provided by its members. This procedure ensures fair and prompt resolution of complaints while upholding RICS' commitment to professional ethics and high standards.
Scenario: An RICS surveyor, Sarah, is conducting a valuation survey for a homeowner, Mr. Jones, who inherited a historical property. Mr. Jones is unfamiliar with the valuation process and is anxious about the potential result.
Effective communication with stakeholders and clients is paramount for any RICS professional. It builds trust, ensures clarity, and fosters positive relationships throughout the project. Here are key principles and practices for effective communication in the RICS context:
In the context of an RICS surveyor, identifying stakeholders and establishing their status within the project is crucial for effective communication, collaboration, and successful project delivery. Here's how RICS surveyors typically approach this:
In the context of an RICS surveyor, your stakeholders are the various individuals or groups who have an interest in your work and its outcomes. These can be broadly categorised into two main groups:
When appointing RICS services, both legal and RICS insurance requirements come into play to ensure responsible practice and client protection. Here's a breakdown of the key aspects:
The RICS Standard Forms of Appointment are a set of pre-drafted contracts used by clients and RICS professionals to establish the terms and conditions of their engagement. They are designed to be fair and balanced, protecting both parties while ensuring a smooth and efficient working relationship.
Establishing your fees as an RICS surveyor involves a thoughtful process considering several factors to ensure fair compensation while remaining competitive in the market.
Defining your scope of services within the limits of your competence and PI insurance as an RICS surveyor requires a two-pronged approach:
Client Brief: Quantity Surveying Services for Office Refurbishment
Client Brief by RICS Surveyor (Residential Valuation)
RICS professionals utilise a structured and comprehensive methodology when preparing option appraisals. This detailed approach, to Level 3 of the Client Care competency, ensures they consider all relevant factors, provide well-founded recommendations, and meet the needs of their clients. Here's a breakdown of the key stages involved:
A client brief, within the context of RICS, is a key document that outlines the specific instructions and expectations a client has for a professional service. It serves as a foundation for the engagement and helps ensure both the client and the RICS member are on the same page throughout the process.
