Client Care Flashcards
What is client care?
Looking after a clients best interest whilst providing an appropriate level of service ensuring they satisfy their objectives while achieving value for money
How do you establish a good client relationship?
- Professionalism
- Competency
- Trust
- Reliability
- Presentation
- Communication
- Punctuality
- KPIs
How do you ensure you meet client aims and objectives?
- Regular discussions on requirements
- Review performance and identify areas to improve
- Listen closely to clients and ask questions
What is a client brief?
Formal statement of a client objectives and requirements
What information would you find in a client brief?
Services required
- Project/property details
- Long term aims
- Duration
When could/would you turn down an instruction?
- Conflict of interest
- Lack of information
- Not competence
- Client wont agree/sign T Of E
- Client on UK gov sanction list
How would you calculate a fee proposal?
Review work involved and time/resources required to undertake task
- Use hourly rate
How would you respond if client asks to lower fee to match another consultant?
Advise that fee calculated based on resource required for certain scope of works
- Fee could be reduced if scope revisited
When could you request additional fees from a client?
If scope of works increases
Why is client care important for Workman?
- Rely on retaining clients
- Reduce likelihood of conflict/complaints
- Advisory service requires trust, transparency and high service
- Maintain reputation to attract clients
What is Workman’s procedure for client feed back?
- Partners/senior staff review directly on monthly/bi-monthly basis
- Also informal continuous feedback
How would you handle a complaint?
- Aim to resolve through negotiation first
- Failing that refer to Partner in charge or CHP
- Act professionally and take responsibility for my actions
What is Workman’s CHP?
- 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
What do RICS require for CHP?
- Clear, transparent, free of charge
- Nominating person must be stated
- PI insurer notified
- 3rd party redress scheme
- Dealt with in 28 days
What is an example of one of your KPIS?
Rent collection (90% at day 7, 95% 10 days, 98% 14 days)
- Service charges
How would I ensure successful KPIs?
- Plan
- Analyse
- Action
- Review
- Repeat
Talk me through a report you prepare for your clients and how it meets their needs?
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
Why is regular contact with clients important?
Provide high standard service and establish trust - important for client care
What is client empathy?
Understanding needs of client and deliver value for money above and beyond expectations
What is an example of my client empathy/care?
Ensuring I respond to clients same day, unless on site. Shows high standard of service and prioritising their needs
How are clients identified?
Market research or networking
- When a property sells, I always investigate the purchaser is and how they aim to manage the building
How do you identify a clients needs and objectives?
- Ask questions and listen
- Understand client brief
- Speak to client and establish needs
How do I establish trust?
- Transparency
- Honesty
- Professionalism
- High standard of service
- Act in clients best interest
When have you been transparent when things go worng?
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
How do I maintain a good client relationship?
- Tailor work to their needs
- Ensure objectives are achieved
- Taking time to get to know clients
What do you include/exclude in a fee proposal?
Include:
- Scope of services
- Terms of appointment
- Basis of pricing
- Timescales
Excludes
- VAT
- Dealing with clients
How do you manage a clients expectations?
- Agree strategy/timescales
- Be honest, open and transparent
- Communicate regularly and directly
- Offer advise in scope of service
