cards Flashcards
What is client care?
Looking after a clients best interest whilst providing an appropriate level of service ensuring they satisfy their objectives while achieving value for money
How do you establish a good client relationship?
Professionalism
Competency
Trust
Reliability
Presentation
Communication
Punctuality
KPIs
How do you ensure you meet client aims and objectives?
Regular discussions on requirements
Review performance and identify areas to improve
Listen closely to clients and ask questions
What is a client brief?
Formal statement of a client objectives and requirements
What information would you find in a client brief?
Services required
- Project/property details
- Long term objectives.
- Duration
How would you calculate a fee proposal?
Review work involved and time/resources required to undertake task
- Use hourly rate
When could/would you turn down an instruction?
Conflict of interest
Lack of information
Not competence
Client wont agree/sign T Of E
Client on UK gov sanction list
How would you respond if client asks to lower fee to match another consultant?
Advise that fee calculated based on resource required for certain scope of works
- Fee could be reduced if scope revisited
Why is client care important for Workman?
Rely on retaining clients
Reduce likelihood of conflict/complaints
Advisory service requires trust, transparency and high service
Maintain reputation to attract clients
When could you request additional fees from a client?
If scope of works increases
What is Workman’s procedure for client feed back?
Partners/senior staff review directly on monthly/bi-monthly basis
Also informal continuous feedback
How would you handle a complaint?
Aim to resolve through negotiation first
Failing that refer to Partner in charge or CHP
Act professionally and take responsibility for my actions
What do RICS require for CHP?
Clear, transparent, free of charge
Nominating person must be stated
PI insurer notified
3rd party redress scheme
Dealt with in 28 days
What is Workman’s CHP?
On receipt of complaint, take full review and inform Company Secretary
Acknowledge complaint in writing in 7 days
Respond within 28 days in writing
If response not accepted, report to ADR - CECH
Log on CH log
How would I ensure successful KPIs?
Plan
Analyse
Action
Review
Repeat
What is an example of one of your KPIS?
Rent collection (90% at day 7, 95% 10 days, 98% 14 days)
- Service charges
Talk me through a report you prepare for your clients and how it meets their needs?
Monthly RPI Report
- Circulate excel report to internal team for PMs to provide updated on properties - 2 weeks before due date
- Collate responses and send to partner in charge for review
- Circulate to the client at month end and review at monthly meeting
- Ensure the client is updated on their ESG strategy
Why is regular contact with clients important?
Provide high standard service and establish trust - important for client care
What is client empathy?
Understanding needs of client and deliver value for money above and beyond expectations
What is an example of my client empathy/care?
Ensuring I respond to clients same day, unless on site. Shows high standard of service and prioritising their needs
How are clients identified?
Market research or networking
- When a property sells, I always investigate the purchaser is and how they aim to manage the building
How do you identify a clients needs and objectives?
Ask questions and listen
Understand client brief
Speak to client and establish needs
How do I maintain a good client relationship?
Tailor work to their needs
Ensure objectives are achieved
Taking time to get to know clients
How do I establish trust?
Transparency
Honesty
Professionalism
High standard of service
Act in clients best interest
