RICS mandatory competencies - Client Care

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 behaviours that are 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.

Client care all starts with being a good leader with accountability as it has the strongest relationship to performance whether with colleagues, sub-ordinates, third parties or clients. It is important to practise what we preach to establish a culture of trust and accountability among all clients/colleagues/third parties. In fact, modelling accountability makes it possible for leaders to hold others accountable and, without it, they have little credibility. Trust is also about knowing how and when not to divulge client’s information, protecting client’s interest and resolving all disputes in amicable manner so as not to undermine the client’s brand at any time.

            The key to being a good accountable leader :

Working with others to establish clear expectation regarding commitments. Establishing clear and well-aligned organisational and individual commitments;

Admitting mistakes and taking responsibility, even though there is personal risk and. Admitting mistakes in ways that protect credibility, advance problem solving and help others to the right result;

Getting the needed support for securing the abilities and/or resources needed to fulfil an expectation. Advocating for the resources and abilities needed for success;

Addressing differences in approach. Listen well, then speak. Respect others views and suggestion, then say what you have to say. Be proactive and constructive in making a points.

Resolving dilemmas that underlie business or jobs issues. Be innovative and focus on the problems at hand. Try to solve all problems that arise immediately. Keep the client informed of all happenings that is crucial and affecting the project; matters such as delays, health and safety issues, governmental matters etc

Coaching or helping others in being accountable to achieve results. Help all to understand their roles and responsibilities in terms of broader job operations so that they feel committed to do whatever it takes to make a meaningful contribution to the organization’s or job’s success.

The fall-out from low accountability is too great to ignore, with missed deadlines, scapegoating and overruns ultimately leading to low productivity, failed deadline and unable to deliver.

At level 2

Provide evidence of practical application of the principles and practice of client care in your area of practice.

During my consultancy, I always endeavour to make sure the contract awarded is a win win situation. I make sure the contractors understand their commitment to the contracts in term of cost, time and quality. I take responsibility that the client’s request and requirement are met or attended to promptly, eg submitting monthly cashflow report, updating on budget.

At level 3

Provide evidence of reasoned advice given to clients and others.