Client Care Flashcards
What would you do if a Client complains?
- Following my organisations Client Complaint procedure, I would report the complaint to the Partner in charge of the project.
How did you establish your Clients objectives on Duke Street and ensure the scope of services were adequate and suitable ? S.M.A.R.T
- Specific: The goal should be well-defined and specific, leaving no place for misinterpretation.
- Measurable: The goal should be trackable and have the ability to be measured within reporting.
- Achievable: The goal should be attainable according to the client’s current performance. Unrealistic goals can lead to disappointment and frustration.
- Relevant: The goal should work within their current strategy and have relevancy with marketing efforts that are currently being carried out.
- Time-bound: The goal should have a clear start and end date, making it easier to track progress and performance.
How would you manage a Conflict of interest?
Partners review new commissions at weekly short term resource meetings
- Any perceived conflicts are managed by the Office Managing Partner
- If deemed appropriate, contact Client
How would you accept a new commission, if approached by a Client?
- New commissions are reviewed by the Partner
- Partner will allocate the job
- Check the practice has the skills and resources to meeting the Clients requirements
- Partner to confirm in writing to the Client
- Scope of services and Fee etc.
What are your organisations Client Care Requirements?
- Be proactive in agreeing brief
- Provide documents to high standards
- Be flexible to changing requirements
- Staff to be accessible
- Provide services which Client can reply on
How do you assess Clients are happy with your services?
- We provide twice yearly Client Care interviews
- QA Policy - Ridge are required to show continual improvement
- Opportunities to discuss with the Client
- QA team will process info and provide partners with a report & remedial actions
What does good client care require?
- Clear understanding of the Client requirements and aims
- A professional approach
- Provide a complaint handling procedure
- PI insurance in place.
What is client care?
- Looking after the clients best interests and providing a high quality service, which is good value for money.
How would you deal with a conflict of interest?
- Any perceived conflict is managed by the OMP
- if deemed appropriate, contact the client.
How would you accept any new commissions?
- New commissions are reviewed by the partner
- partner will check resource is available
- Partner to allocate Job Nr.
- Partner to confirm in writing to the client
- Scope of services and fee proposal
What are your organisations client care requirements?
- Be proactive in agreeing brief
- Provide documents to high standards
- be flexible with changing requirements
- Provide services clients can reply on
How do you assess clients are happy with your services?
- We provide twice yearly client care interviews
- Part of the Ridge QA policy is to show continual improvement
- Opportunities to discuss with the client
- QA team at Ridge provide feedback to the OMP, who will action accordingly.
What is good client care?
- Clear understanding of clients aims and objectives
- Professional approach
- Competent services
- Complaints handling procedure
What is your understanding of a feasibility study?
- Establishes if a project is viable
- identifies feasibility options
- Analysis of budgets/planning
How do you establish the clients brief?
- Discuss possible requirements
- Discuss clients requirements
- Discuss aims and objectives
What is a PCSA and why would you use one?
- Pre-Contract Services Agreement
- It allows the client to procure early design information, without being tied into a full contract
- Integrates project team
- defines services required of the contractor during the pre contract phase
- lists out deliverables
What is a letter of intent ? and Why would you use one?
- It expresses an intention to enter into a contract.
- Allows the client to procure pre contract services up to a set amount.
- Used to limit expenditure and clients liability
What is your understanding of handling clients money?
- Rule 8 of the RICS ‘Client money handling’ guidance notes
- Separate bank account
- client must always have access
- any interest rates must be agreed beforehand.
- competent staff to handle money transfers
- must never go overdrawn
How would identify if a client is financially unstable?
- Credit checks
- discuss with internal accounts team for history on accounts
- Companies house
- references
How would you deal with a client asking for reduced fees?
- I would offer a reduced scope of services to help reduce fees
- client would have to pay the required price for the services provided
What is included within a fee proposal/fee bid?
- executive summary
- scope of services
- fee proposal
- clients needs
- project issues
Give me an example where you have demonstrated client care?
- On the Duke Street project, I provided my client with a scope of services at tender stage and provided a fee proposal for the QS and EA disciplines requested.
- During that time, I made sure I issued my reports and held my meetings on time to the clients requirements.
