Client Care Flashcards
What is Client Care?
- Identifying all client types and the behaviours appropriate to establishing good relationships
- Identifying client objectives to deliver a high level of service
- Understanding different types of clients and their objectives
- Having a complains handling procedure
- Managing client accounts
How to understand the client requirements
- Identifying functional requirements
- Pre-start meetings.
- Client Questionnaires.
- Good, clear communication.
- Workshops
- Benchmarking to advise on what they should aim for in terms of cost
Who are Socotec’s Clients?
An individual or firm who you or your firm provides (or will provide) a service to
o Architects
o Contractors
o Domestic clients
Clients are those who have worked with Socotec, or those who are likely to recommend us.
What should be included in a complaint handling procedure?
- Information about who the appointed person within the firm is who deals with complaints.
- A request that complaints are made in writing.
- The stages of the CHP.
- The timescale for considering the complaint within
the firm. - All staff should be aware and trained in it.
What happens if the complaint is not satisfied?
- If the complainer is still not satisfied, it will go to a third party (RICS has approved list for escalation)
What is a complaints handling procedure?
RICS conduct for firms states a complaints handling procedure and complaints log must be maintained and include ADR mechanisms.
- 28 day window to issue response/action to complaint
What are the stages of a complaint handling procedure?
- Complaint goes to partner who acknowledges complaint w/ client
o Receive- understand and apologise and inform client on timescales – may need to notify PI
o Evaluate – notify anyone responsible and decide whether to open an investigation
o Investigation – Get individual to respond, seek advice if required
o Decision - tell both complainant and professional
What is a stakeholder?
A person or organisation who has an interest in the project
Why is client care important?
To retain existing clients and secure repeat business
Reduce the likelihood of conflict
Maintain a strong reputation within the industry and so attract further clients
What is a client objective?
Understanding the key priorities for the client to determine how to deliver value for money
What should you identify in client requirements?
Time - ability to procure, design and construct
Cost certainty - client finances, criteria established before project commence
Design development - extent of developed design can set procurement
Ability to change scope of works
What is a tender report?
Brief history of the tender process
Analysis of each tender and negotiations
Should have a clear recommendation as to the best value for money
Also includes: PQQ criteria, tender evaluation, reasons for rejection and recommendation, comparison with pre tender estimate
What is a pre-contract tracket?
Programme to dictate the key stages of the pre contract phases
What was included in a pre-contract tracker?
I based it on RIBA stages
RIBA 0 - client requirements and Site Appraisals
RIBA 1 - Prepare Project Brief, Quality Aspirations and Agree Project Budget
RIBA 2 - Agree Project Brief, Design Reviews, Prepare stage Design Programme
RIBA 3 - Coordinated design aligned to updated Cost Plan, Outline Specification
RIBA 4 - Prepare and coordinate design team Building Systems information
What should be included in monthly progress reports?
The status of the project.
The milestones achieved.
Responsibilities of each employee or team member.
The issues faced by various team members.
Other important factors that affect project completion.