Client Care Flashcards
How have you dealt with an unrealistic client deadline?
Working on Heliport House, the client wanted to complete on development and be living there next year. I informed him that due to the lengthily process of the planning and construction process, that this is not possible.
How have you dealt with unrealistic client expectations?
Clear communication, educating clients about industry standards, setting achievable milestones, providing alternative solutions, monitoring scope creep, and seeking external validation when necessary. Regular updates and reviews, coupled with proactive feedback management, help maintain transparency and trust throughout the project.
Tell me about an example of how you have provided good client care.
Heliport House - The client was unfamiliar with how long the planning timeframe and development process would be. Recognizing their apprehension, I took the time to explain each step in detail, ensuring they understood the requirements and potential outcomes.
Throughout the project, I maintained open lines of communication, promptly addressing any questions or concerns they had. I also provided regular updates on the progress of their application, keeping them informed at every stage.
Tell me about an example of when you have provided a high standard of service to a client.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
How have you established a client’s objectives?
How have you confirmed a client’s brief?
How have you established a scope of services?
How have you calculated fees for professional services?
How have you compiled an appointment document?
How have you established project stakeholders and their status within a project?
How have you set up communication systems with a client and stakeholders?
How have you issued reports to a client?
Either presenting them over a meeting (in person or via Teams), issuing them using Quod’s Share Point which is a secure way of issuing documents by using a password.
How have you dealt with a complaint?
I haven’t personally been in a situation when a complaint has occurred.
How have you measured KPIs?
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
Ruby Triangle – how did you monitor action points?
Using OneNote, this enables me to add any actions I need to undertake, any comments relating to that action, provide updates and tick when completed.
Ruby Triangle - How did you keep your client updated?
By email and Teams meetings
Ruby Triangle - How did you ensure the programme was accurate?
By reviewing the project scope and engaging with stakeholders, I gained a comprehensive understanding of the requirements and dependencies. Critical path analysis helped identify key activities affecting project duration, allowing for effective resource allocation.
British Land – how did you provide updates to your client?
All advise was provided either over email, calls or scheduled meetings
How did your work lead to successful bids?
What does good client care mean to you?
Good client care means to demonstrating behaviours that is appropriate to establish good client relationships. This would include defining scope of services within the limits of your competence, establishing formal communication systems with clients and understanding client briefs.
What behaviours are appropriate to establish and maintain (important) optimum relationships?
Transparent communication
Delivering services on time and to the standard expected
Being honest about potential conflicts and management of this.
Inviting construction feedback for service improvement
