Client Care Flashcards
What other client requirements do you take into constant consideration?
• Quality, everything need to be done at correct specification, make sure defect notifications are raised
What are the client requirements?
• It is a document that sets out what the client is trying to achieve by detailing desired project outcomes.
How do you measure CPI? What was it in your last forecasting and reporting?
- Cost Performance Indicators
- It measures cost efficiency and financial effectiveness by comparing the total earned value vs how much was the actual cost.
- If for example, the value is above 1 that means that the project is performing well budget-wise.
- 1.13
How do you measure SPI? What was if in your last forecasting and reporting
- Schedule performance index
- how close the project is to being completed compared to the schedule.
- Earned value / Planned Value
- Higher than 1 is indication that progressing well
- Less than 1 is behind schedule
- Project one was 0.9
What other client KPIs were there?
- Estimated Final Cost Variance (compares the EFC of previous period with the EFC of the current and see if there have been any increases)
- H&S scores
- Environmental scoring
- Number of defects
What do you mean by ‘over and above’?
• It was not a contractual requirement; it was purely provided to assist the client in its objectives.
What do you understand by client care?
- It is a continues process of understanding clients’ requirements, suggestions, complaints an analyzing them to provide an enhanced service. For example, you need to look after
- Looking after clients’ best interests
- Lesson learned workshop
- Setting up a complain handling procedure
Why is client care important?
- Provide a better service
- Reduce conflicts
- Maintain strong reputation
- To retain clients and secure business
How do you build trust with the client?
- Well mannered
- Act within your scope of confidence
- Learn about client objectives
- Deliver on your promises.
- Being open and honest
How do you manage clients’ expectations?
- Being honest and transparent
- Agreeing on a timeline goals and timelines
- Regular communication – addressing problems directly
What is a complaint?
• An expression of dissatisfaction. Generally, happens if expectations are not met
Has RICS published any info on clients handling money?
- Client money handling – professional statement -effective Jan 2020
- Objective it to ensure that the client money is kept safe,
- Clients accounts are used for appropriate purposes only.
What might be excluded from a consultant fee proposal?
- VAT
- Dealing with claims
- Disbursements
- Services which are not required
What might be included in a consultant fee proposal?
- Scope of services
- Basis of pricing
- Timescales
- Insurances
- Exclusions
- Assumptions
- Team qualifications
How would you look after the client bank account?
- Three-way reconciliation. Compare bank statement , with cashbook and ledgers
- Record keeping. Records needs to be signed off by senior members
- Bank account and cashbook should never show a negative position
- Only suitable senior people sign off
- If there is changes to a payee , you need to double check through robust verification measures that they are correct
- Reconciling items should not be greater than 3 months old except for cheques for 6 month checks
- Regular conciliations
