CLIENT CARE Flashcards
1
Q
What is client care?
A
- The principle of client care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieves VfM.
- Client care can be provided through:
o Professionalism.
o Competence.
o Punctuality.
o Trust.
o Reliability.
o Presentation.
o Regular communication.
o Review of services provided and standard.
o KPIs to monitor client satisfaction.
o Client Performance Feedback.
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.
- Providing that the Client’s satisfaction is maintained, positive testimonials can be achieved and word of mouth recommendations will be generated.
- However dissatisfied Clients can be very damaging as negative feedback and experiences can spread quickly.
- Providing excellent client care can also reduce the potential for negligence claims to arise.
3
Q
What is CPF?
A
- Client performance feedback is the process of gathering and acting on feedback from the client. This comprises:
o Gathering feedback during and after project completion.
o This is usually carried out by an independent person.
o The feedback sets the standards for the company and identifies areas for improvement.
o It encourages open discussions with the client to ensure satisfactory service is delivered and that goals are achieved.
o It also provides an opportunity to gain future work for the company.
o CPF is usually carried out at regular intervals (3-6 months) to ensure any problems can be identified and rectified as early as possible.
4
Q
How would you identify the needs of a client?
A
- I would look to achieve this by holding Client Account Planning Sessions.
- Each client & project is different & their needs would be assessed on their own merit, this could be achieved by:-
o Holding discussions regarding project key deliverables & the scope of services required.
o Reviewing past CPF scores & identifying key areas for improvement.
o Reviewing any complaints to identify mistakes and best practice methods of working.
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 functional and operational requirements of the finished project.
- It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference for the team.
6
Q
Please provide an example of your client care & empathy skills?
A
- Despite working on multiple commissions I always try to ensure that I prioritise each client’s needs accordingly.
- 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.
7
Q
When should you decline an instruction of new work from a client?
A
- If there is a Conflict of Interest.
- If the appointment is would not be in the clients’ best interests.
- My firm may not be able to resource the job adequately.
- If the project is outside of my skillset.
- If the work was unlawful.
8
Q
What do you need to consider when using preparing a fee bid?
A
- My firm has its own procedure for preparing fee submissions, this comprises:-
o Finding out what the client’s requirement are and identifying whether this is a service that we provide.
o A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved.
o There are varying levels of sign off depending on fee value prior to submission.
9
Q
What makes up a fee bid proposal?
A
- The Executive Summary including reference to the Scope & Solution.
- Identification of the Client’s needs & key deliverables.
- Identification and analysis of Project issues.
- Communication of key Benefits for the Clients.
- References to relevant experience.
- The Conditions of engagement.
- A Methodology.
- An Organogram.
- The proposed fees.
- Supporting CVs.
- References to the project programme.
- Identification of sub consultants.
- A List of quality assurance procedures
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:-
o A company search using the Companies House website to obtain their account information.
o A Dun & Bradstreet or credit safe credit check.
o An Internet search using their website for additional information and to make a judgement on their reliability.
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.
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.
13
Q
What is your company’s procedure for client’s feed-back?
A
- 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.
14
Q
What is your company’s procedure for complaint handling?
A
- The RICS specifies 2 stages as a minimum:
o Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.
o Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism. - The person is invited to make a complaint in writing to our designated complaint handler who will investigate the complaint with all parties involved and advise the complainant of any action taken within 21 days.
- If the complainant is not satisfied, the complaint is escalated to the Regional Managing Director who will take action and respond within 21 days.
- Should the complainant remain dissatisfied, the matter can be escalated to the RICS independent redress mechanism.
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.
- 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 on their specific requirements.
