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Will P > Client Care > Flashcards

Client Care Flashcards

1
Q

What is client care?

A

Looking after a clients best interest whilst providing an appropriate level of service ensuring they satisfy their objectives while achieving value for money

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2
Q

How do you establish a good client relationship?

A
  • Professionalism
  • Competency
  • Trust
  • Reliability
  • Presentation
  • Communication
  • Punctuality
  • KPIs
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3
Q

How do you ensure you meet client aims and objectives?

A
  • Regular discussions on requirements
  • Review performance and identify areas to improve
  • Listen closely to clients and ask questions
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4
Q

What is a client brief?

A

Formal statement of a client objectives and requirements

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5
Q

What information would you find in a client brief?

A

Services required
- Project/property details
- Long term aims
- Duration

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6
Q

When could/would you turn down an instruction?

A
  • Conflict of interest
  • Lack of information
  • Not competence
  • Client wont agree/sign T Of E
  • Client on UK gov sanction list
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7
Q

How would you calculate a fee proposal?

A

Review work involved and time/resources required to undertake task
- Use hourly rate

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8
Q

How would you respond if client asks to lower fee to match another consultant?

A

Advise that fee calculated based on resource required for certain scope of works
- Fee could be reduced if scope revisited

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9
Q

When could you request additional fees from a client?

A

If scope of works increases

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10
Q

Why is client care important for Workman?

A
  • Rely on retaining clients
  • Reduce likelihood of conflict/complaints
  • Advisory service requires trust, transparency and high service
  • Maintain reputation to attract clients
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11
Q

What is Workman’s procedure for client feed back?

A
  • Partners/senior staff review directly on monthly/bi-monthly basis
  • Also informal continuous feedback
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12
Q

How would you handle a complaint?

A
  • Aim to resolve through negotiation first
  • Failing that refer to Partner in charge or CHP
  • Act professionally and take responsibility for my actions
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13
Q

What is Workman’s CHP?

A
  • On receipt of complaint, take full review and inform Company Secretary
  • Acknowledge complaint in writing in 7 days
  • Respond within 28 days in writing
  • If response not accepted, report to ADR - CECH
  • Log on CH log
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14
Q

What do RICS require for CHP?

A
  • Clear, transparent, free of charge
  • Nominating person must be stated
  • PI insurer notified
  • 3rd party redress scheme
  • Dealt with in 28 days
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15
Q

What is an example of one of your KPIS?

A

Rent collection (90% at day 7, 95% 10 days, 98% 14 days)
- Service charges

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16
Q

How would I ensure successful KPIs?

A
  • Plan
  • Analyse
  • Action
  • Review
  • Repeat
17
Q

Talk me through a report you prepare for your clients and how it meets their needs?

A

Monthly RPI Report
- Circulate excel report to internal team for PMs to provide updated on properties - 2 weeks before due date
- Collate responses and send to partner in charge for review
- Circulate to the client at month end and review at monthly meeting
- Ensure the client is updated on their ESG strategy

18
Q

Why is regular contact with clients important?

A

Provide high standard service and establish trust - important for client care

19
Q

What is client empathy?

A

Understanding needs of client and deliver value for money above and beyond expectations

20
Q

What is an example of my client empathy/care?

A

Ensuring I respond to clients same day, unless on site. Shows high standard of service and prioritising their needs

21
Q

How are clients identified?

A

Market research or networking
- When a property sells, I always investigate the purchaser is and how they aim to manage the building

22
Q

How do you identify a clients needs and objectives?

A
  • Ask questions and listen
  • Understand client brief
  • Speak to client and establish needs
23
Q

How do I establish trust?

A
  • Transparency
  • Honesty
  • Professionalism
  • High standard of service
  • Act in clients best interest
24
Q

When have you been transparent when things go worng?

A

After taking on management of an estate, I noticed that the service charge apportionment was incorrect on a certain unit.
I informed the client immediately rather than hiding from the issue, to ensure matter was dealt with and discrepancy rectified

25
Q

How do I maintain a good client relationship?

A
  • Tailor work to their needs
  • Ensure objectives are achieved
  • Taking time to get to know clients
26
Q

What do you include/exclude in a fee proposal?

A

Include:
- Scope of services
- Terms of appointment
- Basis of pricing
- Timescales

Excludes
- VAT
- Dealing with clients

27
Q

How do you manage a clients expectations?

A
  • Agree strategy/timescales
  • Be honest, open and transparent
  • Communicate regularly and directly
  • Offer advise in scope of service

Will P (12 decks)

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