Client care Flashcards
Why is it important to identify the nature of the client and their business?
To ensure the service provided meets their expectations;
- The private sector has greater emphasis on capital
expenditure whereas;
- Public sector has a greater emphasis on compliance
with procurement and delivery procedures.
What is the difference between a ‘lay’ client and a ‘professional’ client?
Lay Client:
- Not trained, qualified, or experienced in a particular
subject and seeks the advice of a professional;
Professional Client:
- Has the experience and knowledge to make their
own investment decisions and understands the risks
that accompany all investment services, activities and
financial instrument.
How do you develop and maintain effective client
relationships?
I always ensure I understand the client and their business, their priorities, key drivers, and what they value;
Then I discuss with the client how the relationship is expected to work from both sides in a face to face meeting and document this;
I confirm my resourcing and technical knowledge boundaries;
During and after instructions, I always seek feedback
and make improvements to my service where they’re needed;
Throughout the relationship I adopt professional conduct at all times, especially when things go wrong;
Remain I’m honest, polite and listen attentively.
How did you establish a client brief at inception?
I gathered the initial data during a formal briefing meeting with the client where I took a list of the key information required;
During the meeting, I also discussed the client’s
needs and objectives which enabled me to scope the project and identify the key success criteria;
Functionality and quality, time, budget and likely programme;
I then developed the client’s ideas into a summary of works document which was agreed with the client and allowed the client to gain an understanding of the project;
Assumptions that were made were documented and notified to the client so they have the opportunity at the outset to identify areas they’re not happy with.
The brief included for the client’s design and budget preferences, project constraints (building regulations, planning and listen building compliance) and how they’d affect the programme;
Finally I confirmed the brief with the client;
How did you prepare the outline design proposals?
After I received the client instruction and developed the brief, I prepared sketches showcasing the proposed layouts in line with my client’s requirements;
The services, budget and other aspects were then considered together with aesthetics to complete the design.
What is a Budget Cost Plan?
Detailed cost plan which is broken down into a series of elements which provide an estimate of what the actual construction costs are likely to be;
• At brief stage they are elemental with approximate
quantities and are then carried through to detailed
design;
• They may include other costs likely to be incurred by
the client such as professional fees, contingency and
statutory fees;
• Should be prepared in a spreadsheet format that is
easy to analyse and in line with the approach defined
by the NRM.
What is a Feasibility Study?
preliminary study undertaken in the early stages of a project to establish whether a project is viable, identify the feasible options and assist in the development of other project documentation;
• Typically on a large and complex project or where
there’s doubt or controversy regarding the
development proposed;
• Issues considered are: budget, planning permission,
the likelihood that an environmental impact
assessment or access audits are required, site
appraisals, operational and maintenance issues,
programming considerations, etc.
Prior to preparing a cost plan or feasibility, agree the below with the client:
• The format to be followed;
• Where the cost data will be sourced
• How risk was to be approached;
Why is it important to keep the client updated throughout the project?
Client should also be updated to ensure they’re happy with the way work’s progressing.
Any problems or potential scope creep should be flagged as soon as possible to prevent disagreement at the end of the project;
How can this be done?
There should be regular updates to the client either in the form of formal progress meetings on larger projects or emails and call on smaller projects;
Why is it important to seek feedback from the client?
Feedback provides an invaluable source of learning to improve service delivery and shows the firm’s commitment to building a long-term relationship;
• Feedback can either be sought immediately more
noticeable;
• Feedback from long-term clients should be sought
regularly on the service provided.
This can done via: • Feedback forms. • Feedback meeting with project lead or, with the client’s key contact. • External company feedback service.
What must a firms complaints handling procedure include?
- Information about who the appointed person within
the is who deals with complaint; - A request that complaints are made in writing;
- Two stages of the CHP;
• Consideration of complaint by the firm’s
appointed person (14 days to acknowledge it and
28 days to provide full response or, update where
the complaint can’t be resolved);
• Referral to independent redress (Centre for
Effective Dispute Resolution (CEDR)/ Surveyor’s
Arbitration); - The timescale for considering the complaint within
the firm.
What are the different levels at which complaints can be raised?
Project level – complaint with project leader.
Organisational – complaint with nominated point of contact.
Professional – complaint against the firm with the professional body who regulates their industry.
What is the RICS complaints handling procedure?
RICS has a complaint handling procedure for complaints relating to breaches of by-laws, rules, regulations, practice statements and other compulsory requirements against individuals and firms;
RICS’ published a document on how to complain and it covers:
- Failure to use a CHP.
- Incompetence.
- Conflicts of interest.
- Misuse of client’s money.
- Failure to answer correspondence.
- Allegation or conviction of a criminal offence.
What is a conflict of interest?
- Own interest conflict;
- Party conflict;
- Confidential information conflict;
• Members should be aware of both existing and
potential conflicts and, specific client conflicts;
• The ‘client’ includes past, present and prospective
tenants;
• Likelihood of conflict must be assessed at the outset
of a new instruction and be reviewed in the course of
an existing instruction;
• Conflict is linked to the duty of confidentiality which
does not expire at the termination of the instruction.
Why is it important to managing client relationships?
Where relationships are well managed, clients will think of those consultants when the next project opportunity arises, pay invoices efficiently and recommend consultants’ services to others;
Competition is high therefore protecting client relationships is highly important;
To successfully manage relationships, you need to be aware of the clients’ needs, aspirations, concerns and objectives;
HO/Ridge maintain client relationships by appointing a key client contact who has regular updates with clients on a monthly basis on the project of instructions;
There’s a need to identify and prioritise certain ‘key accounts/clients’ who if lost, would be detrimental to the business;
• These require a greater level of proactive
management with individuals appointed to lead;
• Can be ineffective if the firm complicates the
process too much or tries to apply this process for
too many clients as they may lose sight of the
hands-on management required.
Determining key clients:
1. Profitability of client;
2. Relationship type and strength;
3. Potential amount of work to be gained (short and
long term);
4. Historical payment performance.
How do you ensure client care at the commencement and during instructions other than on projects?
After appointment, I confirmed with the client:
• Their points of contact.
• Their preferred lines of communication.
• Priorities and constraints.
• scope of our services, reporting and deadlines.
I then discussed the best strategy to inspect the property and reduce the potential disruption to occupants/tenants with both the landlord and the tenant;
I reported my findings to the client within the deadlines agreed.
