Client Care Flashcards
What is Client Care
Looking after the clients best interests and providing an appropriate service that satisfy the clients needs and achieves value for money.
Client Care Examples
- Professionalism
- Competency
- Punctuality
- Trust
- Reliability
- Regular Communication
- Reviews of services provided
- KPI’s to monitor client satisfaction
Why is Client Care Important
- Repeat business
- Reduce chance for negligence claims
- Protection of PI
How do you identify the needs of a client
- Client Planning Sessions
- Discussion around key deliverables
- Determine a clear scope of works
- Review performance / complaints
What is a client brief
Provide a foundation for the initiation of the project. A statement of objectives and operational requirements for the finished project.
Should be in sufficient detail to execute the specification and detailed design of the work.
What is client empathy
Understanding the needs of the client and delivering value for money and working beyond expectations.
Example of Client Care/Empathy
- Producing fortnightly and monthly dashboard reports.
- Issuing mins/action trackers within 72hrs of meetings
- Able to secure repeat work with a client
- Dealing with queries/requests quickly
When should you decline an instruction of new work from a client
- Conflict of Interest
- Unable to adequately resource the project
- Illegal
What do you need to consider when preparing a fee bid
- Find out the scope and if we can provide the service
- Understand the risks and business(es) involved
- Time expected on a project
- Whether it can be appropriately resourced
What makes up a fee proposal/bid
- Executive summary
- Client needs
- Project Issues
- Benefits for clients
- Experience
- Conditions of Engagement
- Methodology
- Proposed fees
- Programme
How do you limit the risk of working with a client who may be financially unstable
- Company search (Companies House)
- Internet search (Client website for further info)
Client asked to lower fees due to funding
Client needs to pay the required price for the level of service required or reduce the scope of works.
How would you calculate a fee proposal
- Review work involved based on information available
- Calculate time / number of individuals involved
- Hourly rate
- Allowance for OH&P
Why is client care important in your organisation
- Provide advisory service, level of trust between client and ourselves required for project delivery success.
- Repeat business
- Reputation
Stace’s Procedure for Client Feedback
- Fortnightly / Monthly client review meetings
- Informal continuous feedback through comms
Stace’s Complaints Handling Procedure
- Nominated person to deal with complaints
- Oral then formal written complaint
- Contact to understand other parties version
- Review and inform of the outcome
How do you identify your clients
My company identifies clients through market research, client surveys and networking events.
How do you identify clients needs and expectations
- Ask the client questions
- Produce a comprehensive project brief
- Regular reviews/feedback sessions
- Understand who the key influencers/individuals are
How do you establish trust
- Transparant
- Honesty
- Learn about the client and their objectives
- Act within your competencies
- Professional Manner
- High Level of Service
What are the specificities of a framework client
- Expect to understand their organisation
- Understand their business plan/long term objectives
- Pressure on fees and tight timescales
How do you encourage repeat business
- High level of service
- Obtain feedback and act on it
- Deal with complaints honestly/effectively
- Keep in touch when you don’t actively work with them
- Networking events / business development activities
Advantages and Disadvantages of working from a clients office
Faster Communication / Client Culture / Expectations
Technical Supp from colleagues / Own firm culture loss
