Client Care Flashcards
What are the 3 types of fees?
Percentage
Fixed
Hourly
How would you identify the needs of your client?
I would organise a meeting with the client to discuss what their objectives are.
I would then read back to them what it is they require whilst recording our discussion. I would go with an agenda to obtain all the information for their proposals to ensure no key items are missed off.
Finally, I would email over a list of the discussed items for comment to ensure nothing was misinterpreted.
What is a client brief?
- The foundation for the initiation of a project
-It is a formal statement of the objectives and functional and operational requirements for the project.
- It should have sufficient detail to enable the integrated project team to execute the specification and detailed design of the work.
What is client empathy?
Understanding the needs of your client and delivering above and beyond their expectations.
When would you decline an instruction of new work from a client?
- Conflict of interest
- Not in the clients interest (can’t resource the job)
- Illegal
What do you need to consider when preparing a fee proposal?
- Find out the clients requirements
- The type of fee (Risk involved?)
- The level of sign-off for the fee value
- Terms and Condition of Engagement
What makes up a fee proposal?
- Executive Summary - scope
- Clients needs / drivers
- Project issues
- Benefits for clients/experience
- Conditions of Engagement/T&CS
- Methodology
- Proposed fees
How would you limit the risk of working with a client who was financially unstable?
Screening process:
- Dun & Bradsheet credit check
- Company search (Account information from Companies House)
- Internet search (Client website for additional information)
If your client asked to lower your fees because of their limited funding, what would you do?
The client would have to pay the required price for the level of service required, or reduce the scope of works involved.
If your client asked to lower your fees because of their limited funding, what would you do?
The client would have to pay the required price for the level of service required, or reduce the scope of works involved.
How would you calculate a fee proposal?
Review the work involved and the risk. Decide upon the type of fee:
- Fixed
- Percentage
Allowing % for overheads and profit
Why is client care important in your organisation?
To retain schools who have signed up to the service level agreement visit and to attract schools who are not signed up to the SLA.
The SLA’s are a foundation which lead to further work in the form of new-builds and refurbishment projects.
What is your company’s procedure for client care feedback?
With regards to projects, we have a satisfaction questionnaire sent out to the schools at the end of each project.
With regards to the SLA’s, the schools can use a website to communicate satisfaction with the service.
What is your company’s procedure for complaint handling?
- We acknowledge the complaint and asked that it is received in writing.
- The complaint is passed to my line manager and confirm receipt of the complaint within 7 days
- We then provide a full response or update within 28 days
Shouldn’t the complainant still be dissatisfied, the complaint is passed on to the Property Ombudsman.
How do you identify your clients need and expectations?
- Ask questions and listen to the client. Back and forth conversation making notes.
- Follow an agenda to ensure key areas are not missed
- Help the client through good communication to establish the brief and ensure their objectives are met
