Client Care Flashcards
What is client care?
Looking after the clients best interests.
Providing an appropriate service that satisfies the clients needs and achieves value for money.
How is the majority of work secured?
Through repeat business or client referrals. Therefore keeping a client happy is fundamental to the success of a business.
How can you make a client feel like they are getting Value for Money?
Be attentive
Do what you said you would do, when you said you would do it
Provide good quality, considered advise
Be sure to understand their drivers
When should you decline an instruction for new work from a client?
If there is a conflict of interest
Not in the clients interest (i.e. outside your remit of knowledge or you could not resource adequately)
If it is illegal
What makes up a fee proposal / bid?
Executive summary - Scope and solution
Client needs / requirements
Project issues
benefits for clients
Relevant experience
Terms of engagement
Organization / team
The fee
How to limit risk of working for financially unstable client?
Dun and Bradstreet credit check
Company search
Internet search (judgement of reliability)
What if a client asked you to lower your feed because of limited funding?
Client needs to pay price for the level of service or reduce scope of works involved.
How would you calculate a fee proposal.
My company has specific formula for calculating fee proposals however in previous companies I would have reviewed work involved, calculate time and number of individuals involved and multiply by their corresponding cost per hour based on role.
Why is client care important in your organization
Majoritally owned by one individual whose capital we deploy into development projects.
If we were to dissatisfy this client it could have potentially catastrophic results for our business.
How do you establish trust?
Be transparent
Be honest
Be accountable for my statements and actions
Always act in professional manner
Always provide a high level of service
Only act within my knowledge remit
