Client Care Flashcards
Why is identifying all clients, colleagues and stakeholders important?
To ensure input into the brief as necessary from all parties and establish clear roles for the project team.
Are there behaviours that you would deem inappropriate to establish a good working relationship?
Being forceful with a potential client and any activities that are not professional or in line with rules of conduct.
How do you establish a good working relationship with your clients?
Regular contact, sharing helpful market insights, proactive approach.
Do you have an example of when you have struggled to establish a good relationship with a client? What did you do to overcome this?
I haven’t experienced this however I do understand that all clients have specific needs and that my approach must be tailored to suit these.
Why is it important to understand a clients requirements?
To ensure that the project brief as well as the project teams actions are aligned with these requirements to provide a high standard of service.
How do you go about understanding a clients requirements?
By arranging meetings and workshops to understand their brief for the project works.
Why are measurable targets important for a project?
To allow these to be tracked throughout the project and at the project. To define the success of the project.
Can you please provide an example of a measurable target?
Performing within a project budget / programme milestones / H&S / Quality issues at PC.
Can you please provide an overview of your company’s complaint handling procedure?
Acknowledgement within 5 days.
Response in 10 days.
Have you every received a complaint from a client?
No.
What is a KPI and how are they used in the projects you are involved with?
Key Performance Indicator.
They will be used to inform the client brief and will be referred to throughout the project.
How do you establish KPI’s for your client?
Regular meetings with them and their stakeholders.
How do you define a successful project?
If it is completed in line with the KPI’s and client brief.
Could you please provide us with some of the latest market trends?
Hybrid working, sustainability, high interest rates, Ukraine conflict.
Why is it important for your client to be aware of the latest market information?
As this may have an impact on their project so it is beneficial to forewarn them.
What is some market news that you are currently aware of?
MJ Lonsdale recently going bankrupt.
What are your typical project deliverables?
Arranging meetings, minutes, agendas, client brief, effective management of the team
In what form do you work closely with your client during the briefing period?
I arrange regular project meetings with them and their stakeholders.
What stakeholders will you seek input from as part of the briefing process?
Design Team, Leasing Agents, Facilities Manager, Property Manager
What questions would you typically ask of the client during a briefing meeting to ensure you are understanding their requirements?
Quality aspirations, number of employees, number of meeting rooms, budget, move-in date.
Why is it important for the client brief to be referenced throughout the project?
To ensure the project is being delivered in line with the brief and proactively identify when it is not.
What would you do if you realised that the client brief was not being met?
Arrange a meeting to discuss the divergence from the brief and understand how this can be rectified. The put this to the client.
What is some of the latest market information produced by your company?
- Flexible office space and direction to more flexible design.
- Cat A+ trends
- The correlation between EPC and office leasing
- GreenFit - service line for whole project involvement for carbon reduction
Why is it important to identify colleagues as part of your involvement in a project?
- Colleagues may be working on the project.
- Colleagues providing other services for the project such as agency advise.
How do you establish a good working relationship with stakeholders during a project?
- Regular meetings and dialogue.
- Involve them during briefing to ensure good project understanding.
How do you establish measurable targets with your team?
- Client briefing.
- Team engagement around budget and key programme dates.
What is an example of measurable targets in your projects?
- Not exceeding a certain budget.
- X No. of snags at completion.
How do you ensure measurable targets are achieved in your projects?
- Regular updates from the project team.
- Ensuring these are referred to regularly
- Included in contracts / appointments.
How do you evaluate the success of a project?
- Referring to any measurable targets / KPI’s
- Client qualitative feedback.
What is an example of tailored advice that you provide relevant to your evolving market?
- Appointment of duty holders under BSA.
- Inflation rate at current.
- Large MEP sub-contractor being insolvent.
Would you change the client brief throughout a project?
- Yes if something became unfeasible or as a result of a client change.
What would you typically not as an exclusion within your fee proposals?
- VAT
- Programme extensions
- Disbursements
- Certain scope areas i.e. Furniture
Aside from a resource based fee, how else could you inform a proposed fee?
- Fixed percentage
- Performance based
What does ISO 9001 relate to?
- Business improving Quality
- Planning, doing acting and checking
Other than Professional Indemnity Insurance, what other types of insurance would your company hold?
- Third Party liability Insurance
- Employer’s liability Insurance
- Public liability
How long does your organisation hold client records for?
- 12 years
What sort of complain triggers the requirement for a complaint to follow complaint handling procedure?
- Written Complaint.
