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.
Why Expectation Management Is Central to RICS Client Care
The RICS Rules of Conduct 2022 require all members to act with integrity and provide a good-quality service to clients. A technically excellent report delivered without warning three weeks late, or a valuation that revises sharply downward with no prior discussion, can destroy a client’s confidence even if the underlying work is sound.
Structured Client Onboarding
The onboarding stage is your opportunity to set expectations before chargeable work begins. A disciplined process includes: Introductory meeting to understand the client’s objectives, constraints, risk appetite and sensitivities. Written brief confirmation to follow the meeting. Terms of engagement issued before work commences. Scope clarification defining precisely what is included and excluded. Fee agreement confirming the fee basis and the process for agreeing additional fees.
Setting the Reporting Cadence