Client Care Flashcards
What are the key Elements to client care?
- Identifying the client
- Identify what type of client they are
- Understand their behaviors
- Allocate a client account manager
- Maintain regular contact
- Get client feedback
- Good Business Development
- Good complaints handling procedure
What are the 3 types of fee proposals?
- Lump Sum or Fixed Fee
- Time based Fee
- Percentage based fee
What guidance notes are there around fee proposals?
RICS Guidance on fees - Transparency consultation Final Report 2010
What is KPI?
Key Performance Indicators
What is the purpose of KPI’S?
- Monitor costs
- Track progress
- Access client satisfaction
- Identify strengths and weaknesses
- Compare performance across projects
Name 3 things that help maintain good client care?
- Be clear on the scope
- Good Management
- Good Communication
What could you do to encourage repeat business?
- Provide high level of service and customer care during projects
- Obtain feedback and act on it
- Deal with complaints honestly and effectively
- Keep in touch with clients when we have no live projects with them
- Organize Business development events.
POD KO
What are the 4 main elements of fee proposal?
- Lump sum, % basis or daily / hourly / weekly rates
- Terms & Conditions
- Exclusions
- Assumptions
Name 4 factors that may affect a fee proposal?
- Size and complexity of project
- Location of consultant to site
- Programme and resources
- Scope of works
Name 3 reasons why you maybe under resourced?
- Additional works required
- Prolongation of construction works
- Originally under priced to begin with
Name 4 construction KPI’s?
- Costs Vs Budget
- Project progress
- Complaints
- Incidents / Accidents
What is a letter of appointment?
it is a document which is issued when a client wishes a consultant to start quickly and a consultancy agreement or contract is not yet in place but the client wants the works undertaken.
What are the main content of a letter of appointment?
- Appointment particulars
- Payment terms
- Limitation to liability
- Insurances
- Dispute resolution
What is duty of care?
This is when you have an obligation to avoid acts which may harm a person. This means must anticipate risks to the client and take care to prevent them from coming to harm.
How can you promote and establish trust?
- Be transparent
- Be honest at all times
- Learn about your client and their objectives
- Only act within your level of competencies
- Always act in a professional manner
- Always provide a high level of service