The Client Care competency series is an essential aspect of the RICS Assessment of Professional Competence (APC). Client care is a crucial aspect of the RICS Assessment of Professional Competence (APC).
KPIs play a crucial role in measuring the performance of aspects of a project or business. KPIs can be project-specific or business-specific, used to monitor and evaluate progress and performance, ensuring alignment with strategic objectives.
Project-specific KPIs include metrics tailored to project requirements. For example, a construction project may have KPIs monitoring financial performance, while a commercial project may have KPIs focusing on sales and revenue growth.
A Client brief serves as a crucial document outlining project scope, time expectations, and other parameters. According to the RICS, a Client brief should provide enough detail for the surveyor to prepare a comprehensive solution.
When evaluating whether to decline an instruction for new work from a client, the surveyor must consider professional obligations and potential risks. The RICS provides guidance on this topic, recommending assessment of the scope of work, capacity, and potential risks before making an informed decision.
Deciding when to decline an instruction of new work from a client is a crucial decision that requires careful consideration of several factors.
According to a study by the American Bar Association (ABA), lawyers and in-house counsel should ethically decline a client assignment if they identify any illegal activities, potential conflicts of interest, or scope issues that fall outside of their expertise or competencies.
A Conflict of Interest Panel by the American Bar Association (ABA) states that even if an assignment appears to be within the lawyer’s or counsel’s competencies, a conflict of interest can arise if their personal situation or interests conflict with those of the client.
Additionally, the duties and responsibilities of the client’s internal or external employee should also be taken into account when deciding whether to uphold new work instructions.
A study by the Harvard Business Review (HBR) suggests that failure to prioritize self-care or undue delegation can lead to obstacles in managing tasks efficiently.
When faced with uncertainty, referencing relevant professional guidelines and industry standards can play a key role.
For example, rule 6.1.1 of the foundational guide to professional ethics by the Conflict of Interest Panel emphasizes the importance of avoiding improper business and personal relationships while taking on client assignments.
For best practices and scenarios that you must decline a client assignment, these recommended tools and resources should be considered when determining the process of directly and effectively declining work requests from clients.