Client Care Flashcards

1
Q

What is client care?

A
  • Is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs
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2
Q

Why is Client Care important for surveying firms?

A
  • The majority of work is developed through repeat business from existing clients.
  • Therefore, it is important not only for the client to achieve their requirements but also for the company to encourage repeat businesses where possible.
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3
Q

What is CPF?

A

Client performance feedback is the process of gathering and acting on feedback from the client. This comprises:

  • Gathering feedback during and after project completion.
  • This is usually carried out by an independent person.
  • The feedback sets the standards for the company and identifies areas for improvement.
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4
Q

How would you identify the needs of a client?

A
  • Holding discussions regarding project key deliverables & the scope of services required.
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5
Q

What is a Client Brief?

A
  • The purpose of the client brief is to provide a firm foundation for the initiation of the project.
  • It is a formal statement of the objectives and operational requirements of the finished project.
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6
Q

Please provide an example of your client care & empathy skills?

A
  • My approach is to always make the client feel like their project is the only commission I am working on.
  • Through organisation and communication I can meet the deliverables of each client in advance of the agreed deadlines and am always sure to deliver work to a high standard.
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7
Q

When should you decline an instruction of new work from a client?

A
  • If there is a Conflict of Interest.
  • My firm may not be able to resource the job adequately.
  • If the project is outside of my skillset.
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8
Q

What do you need to consider when preparing a fee bid?

A

My firm has its own procedure for preparing fee submissions, this comprises:

  • Understanding the Client’s objectives
  • Establishing your scope of services and the fee for doing so
  • Deliver work to a high standard
  • Adhere to the RICS ethical and professional standards
  • Clean lines of communication
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9
Q

What makes up a fee bid proposal?

A
  • Identification of the Client’s needs & key deliverables.
  • The proposed fees.
  • Scope of services.
  • Supporting CVs.
  • The Conditions of engagement.
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10
Q

How would you limit the risk of working with a client
who may be financially unstable?

A

I would use a screening process to check the client’s finances, this could include:

  • A company search using the Companies House website to obtain their account information.
  • A Dun & Bradstreet or credit safe credit check.
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11
Q

If your client asked you to lower your fees because of
their limited funding, what would you do?

A

The client would have to pay the required price for the level of service required or reduce the scope of works involved.

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12
Q

How would you calculate a fee proposal?

A
  • I would review the work involved with the commission based on the level of information available.
  • I would calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate adding a suitable allowance for over heads and profits.
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13
Q

What is your company’s procedure for client’s feedback?

A
  • We undertake formal project reviews with the client.
  • In my day-to-day involvement with the client I look to obtain regular informal feed-back through verbal and email communication.
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14
Q

What is your company’s procedure for complaint handling?

A

The RICS specifies 2 stages as a minimum:

Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.

Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism.

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15
Q

How do you identify your client’s needs and
expectations?

A
  • I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
  • I also use client’s briefing checklists where applicable.
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16
Q

How do you establish trust?

A
  • I am transparent and honest about my actions at all times.
  • I only act inside the parameters of my level of expertise and competence.
  • I always act in a professional manner.
  • I always provide a high level of service.
17
Q

How do you encourage repeat business?

A
  • I provide high levels of service and customer care during projects.
  • I regularly obtain feedback and act on it.
  • By dealing with complaints honestly and effectively.
18
Q

give me an example where you have tailored decision making to meet client objectives?

A
  • For example, on the Nottingham Office project when the project estimate exceeded the budget, I took a lead role in deciding the avenues to explore to resolve the issue.
  • I tailored decision making the ensure VE opportunities were explored, then scope reduction to ensure the clients objectives were met in the required timeframe.
19
Q

Give me an example of where you have demonstrated trust, reliability, competence, and professionalism?

A
  • On the Google Expansion Project, I was the primary point of contact for all commercial queries.
  • Additionally, I ensured that all deadlines set by the client were met with regards to submission of the monthly cost reports.
20
Q

What process did you put in place to ensure you met deadlines on the Google Expansion project?

A
  • I ensured that a weekly review was placed with the client to run over any changes to the cost report before issuing.
21
Q

What is included within an appointment documentation?

A
  • Scope of services
  • Agreed fee
  • Terms and Conditions