Client Care Flashcards
What is a client brief, what is it’s purpose and what should be considered?
- It is a firm statement of the objectives aswell as functional and operational requirements of the finishes projects
- The purpose of the client brief is to get a firm understanding of the clients expectations from the outset of the project.
- It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the works.
When should you decline an instruction of work from a client?
- If there is a conflict of interest
- If the instruction is outside of my skillset
- If there was insufficient resource to carryout the instruction.
-If the work are illegal.
What do you need to consider when preparing a fee bid?
My firm has its own procedure in preparing a fee bid.
- Find out what the client’s requirements are and identifying if this is a service we can provide
- Sign off from board level is approved.
- Consider if the firm has the necessary expertise.
- Considering the fee level and ensuring this is proportionate to the service being offered.
What makes up a fee bid proposal?
- The executive summary including reference to the scope
- Identification of the clients requirements.
- Reference to relevant experience
- Identification and analysis of project risks
- The condition of engagement
- An organigram
- A methodology
- The condition of engagement
- The proposed fee
- Supporting CV’s
- Reference to the project programme
- Identification of sub-consultants
- Quality assurance procedure
If your client asked you to lower your fees because of their limited funding what would you do?
The client would be required to pay the set fee for the level of service. If the client would like to reduce the level of service then the fee can be reduced accordingly.
How would you limit the risk of working with a client who may be financially unstable?
I would use a screening process to check the clients finances, this would include:
- Review companies house website to obtain their account information.
- A credit safe credit check.
- An internet search using their website for additional information and to make a judgement regarding their reliability.
What is client care? and how is this acheived?
The principle of client care is looking after the clients best interests and providing an appropriate level of service that satisfies the clients needs and achieves value for money.
Client care can be provided through:
- Professionalism.
- Competence.
- Punctuality.
- Trust.
- Reliability.
- Presentation.
- Regular communication.
- Review of services provided and standard.
- KPIs to monitor client satisfaction.
- Client Performance Feedback.
Why is Client Care important for surveying firms?
- 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 business.
- Providing the Client’s satisfaction is maintained, positive testimonials can be achieved by word of mouth and word of recommendations will be generated.
What is CPF?
CPF is Client Performance Feedback and this 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.
- It encourages open discussions with the client to ensure satisfactory service is delivered and the goals are achieved.
- It also provides an opportunity to gain future work for the company.
- CPF is usually carried out at regular intervals (3-6 months) to ensure any problems can be identified and rectified as early as possible.
How would you identify the needs of a client?
- Each client & project is different & their needs would be assessed on their own merit, this could be achieved by:
1. Holding discussions regarding project deliverables & the scope of services required.
2. Reviewing past CPF scores & identifying key areas for improvement.
3. Reviewing any complaints to identify mistakes and best practice methods of working.
How do you calculate a fee proposal?
- I would review the work involved with the commission based on the level of information available.
- I would calculate the time and number of individuals required to undertake work & multiply it by an hourly rate adding a suitable allowance for overheads and profits.
What is your companies procedure for client’s feedback?
- We undertake formal project reviews with the client every two months.
- In my day-to-day involvement with the client I look to obtain regular informal feed-back through verbal and email communication.
- We undertake a satisfaction survey questionnaire at the end of each project.
How do you identify your client’s needs and expectations?
- I review the client’s brief where available.
- I am always sure to ask questions and listen to the Client on key challenges and issues they are facing.
- There have been times when I have not received an adequate briefing from the client and in these instances I am sure to ask for further clarification in their specific requirements.
How do you establish trust with your client?
- I am transparent and honest about my actions at all times.
- I learn about my client and their long term objectives in addition to key challenges they are facing.
- 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
How do you encourage repeat business?
- 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.
- Through keeping in touch with clients even when we have no live projects with them.
- Organising business development activities such as social events or CPDs
