Client Care Flashcards
What is client care?
Understanding a clients requirements and doing what is necessary to enhance service delivery
- QA procedure
- Complaint Handling Procedure
Why is client care important?
- Retain clients
- maintain strong reputation in the industry
What is a complaint?
An expression of dissatisfaction
What is your company complaints handling procedure?
- acknowledge
- complaint handling officer will investigate into why we have received this complaint and look at remedies
- let client know how to overcome the problem
- inform PI insurers
Why would a company have to decline new instructions from a client?
- potential conflict of interest
- instruction requires unethical action
What is your business excellence protocol when issuing work?
- comp checked by fellow surveyor for any errors after completion
- partner check and sign off
What is in the monthly client cost report?
- exec summary including anticipated final cost and key issues
- project details
- instructed variations
- anticipated variations
- cash flow
- contingency graph
Would you lower your fee if client says competitor offered cheaper than yours?
No - I have calculated fee on resources required
Client would need to review scope if need lower
How would you calculate fee?
- understand client requirements
- identify resources needed
- assess the duration
- apply daily rates against activity
- review fee as a % against project
What do you do when handling clients money
- keep safe
- used for appropriate reasons only
- safeguard in a separate account
RICS published document on handling clients money?
Client money handling - professional statement - Jan 2020
What do you expect to see from a clients brief?
- scope of services
- insurance required
- duration of appointment
- client policies
What would you include in a fee proposal?
- scope of services
- insurances
- information on team including CVs
- basis of pricing
