Client care Flashcards
Why is the Client’s Care important for business?
(a) it cost more to acquire a new costumer than retain an existing one
(b) Losing an acquired customer is not just losing revenue but also loss of the money spent in sales and marketing.
(c) Present customers are your best lead generators. They refer new people who come at a fraction of your acquisition cost.- building good reputation
(d) The probability of selling to an existing customer is 60–70% while new customer is 5–6% - repetitive business
(e) Happy and satisfied customers also lead to a happy and productive work environment for employees
Do you know any forms of Appointment documents
- RICS Standard Form of Consultant’s Appointment.
- NEC Professional Services Contract.
- JCT Pre-construction services agreement.
- JCT Consultancy agreement.
- RIBA Standard Agreement 2010 - Consultant.
- ACA SFA 2010: ACA Standard Form of Agreement for the Appointment of an Architect: (English Law).
- B103 - Appointment of a Structural Engineer.
- B100 - Appointment of Professional Consultant.
- CIC conditions of contract for the appointment of consultants on major building projects.
- ACE Agreements.
- SCALA (Society of Chief Architects of Local Authorities) Red Book for the appointment of consultants.
What is the Client’s brief? When is it use?
A client brief is two-way communication between a client and the external party who will be working on the project. The client brief outlines the scope and aspirations of the project, making sure that both the client and the agency know what is expected of them and what the end result should look like. May include: * A description of the client * Site information * Spatial requirements * Technical requirements * Planning requirements * Budget * Project programme and milestones * Known risks
What are the main inclusions in Client’s brief?
- Statement of need / Scheme objectives
- Project budget
- Project/ Services Timetable
- Site characteristics / Constraints
- Planning considerations
- General principles of development
- Detailed design considerations
- Stakeholder engagement
- Other Considerations, Issues and Risks
How do you identify Client’s needs?
- know their business
- listen to understand
- ask questions and paraphrase for understanding
- bring new ideas to the table
- listen to client’s feedback
What is the RICS guidance on Complaint’s handling?
Provide information to assist in handling complaints and direct towards more detailed guidance from RICS.
Key points:
* As per Rules of Conduct for firms: a Firm shall operate a complaints handling procedure and maintain a complaints log
* Effective complaints handling procedure should be fit for purpose, available to all staff, understood by all staff, regularly shared with complainants or potential complaints, regularly reviewed at senior level., agreed with PII providers. provide details to independent redness id firm can’t resolve the complaint.
• Understanding the requirements of your PII policy - complaints should be managed in line with the current PII policy.
• Why do clients complain? - the starting point to resolve a complain is to understand the cause of it.
• Underpinning good complaint handling (all staff should have a access and understand CHP, record complaints, establish effective management process to deal with it)
• Receiving a complaint – initial actions and responses
• Evaluating a complaint
• Initial response to the claimant
• Additional investigations
What is an effective CHP? (Complaints holding procedure)
An effective CHP should:
• be fit for purpose – it should reflect the size and structure of the business
• made available to all staff – a CHP is intended to provide clarity and consistency to staff and clients
• be understood by all staff – keep records of staff training
• readily be shared with complainants or potential complainants – supplying them with a copy should be routine
• be regularly reviewed at a senior level – record evidence of review, to include reviewer details and review date
• be agreed with PII brokers/provider(s) – the CHP should reflect processes that do not compromise PII cover and
• provide details of access to independent redress if the firm cannot resolve the complaint.
What are the KPI?
KPI is measurable value that demonstrates how effectively a company or project team is achieving key business/ project objectives. Key performance indicators (KPIs) can be used to:
• Monitor costs.
• Track progress.
• Assess client satisfaction.
• Identify strengths and weaknesses.
• Compare performance across and between projects.
• Assess specific areas of a project such as sustainability, safety, waste management, etc.
What were the KPI at Project Winchester?
Project Winchester KPI:
1. Excellence - Is the Consultant providing high quality solutions that withstand challenge and reflect the Employer’s priorities and objectives?
2. Value - Is the Consultant striving to deliver cost effective solutions that add value?
3. Management & Reporting - Is the Consultant working in a transparent and organised manner, producing high quality and accurate management information?
4. Payment - Fair Payment. Has the Consultant achieved payments to subconsultants and subcontractors no later than 30 days after receipt of a valid and undisputed invoice?
5 . Sustainability - Subject to the Employer providing details of the action plans specified below:
• Sustainable Procurement;
• Environmental;
• Targeted Recruitment & Training;
• Equality, Diversity & Inclusion.
6. Behaviours
The Employer’s / Project Manager’s perception of the Consultant’s behaviours across the seven (7) Behaviour Criteria listed :
• 1 Collaboration & Team work
• 2 Analysis, Planning and Problem Solving
• 3 Managing Change & Uncertainty
• 4 Leadership & proactivity
• 5 Health & Safety
• 6 Stakeholder Engagement and management
• 7 Engendering Trust
The minimum score is 0. The maximum score is 28.
How did you manage KPI at Project Winchester?
- Score total performance of the Main Contractor in listed categories where relevant
- Colleting score and comments from team members
- average the score
- send to the client for approval
- present back to the Contractor
- agreed the final score for the period
- make an adjustment or payment to or from contractor in valuation
What are the main elements included in a fee proposal?
- Terms and conditions
- Scope of services
- Exclusions
- Assumptions – e.g. programme
