CLIENT CARE Flashcards
What is client care
Looking after the client’s best interests and providing an appropriate level of service to satisfy the clients needs and achieve value for money
Ensuring advice and work is to a high standard and quality
What can you do to show good client care
Puncuality
Presentation
Regular communication
Service reviews to review our performance and client feedback
Why is good client care important for surveying firms
Business relies on repeat clients and word of mouth and reduces the potential for negligence claims
What is a client brief
A formal statement of the objectives, and functional and operational requirements of the project.
What do you look to establish during a Client Project Brief
Business and construction intent, scope of work, time cost and quality expectations
What is the next step after you understand your clients requirements?
Propose and agree a schedule of services which identifies the lines of communication and must also include an RICS compliant complaints handling procedure.
What makes up a fee bid proposal
- Exec sum
- Relevant experience
- Project team
- Supporting CVs
- Conditions of engagement
What is typically included in a schedule of services?
Number of meetings attended
Number of Cost Plans
Management of tender process
Compiling/issuing contract docs
Valuations
Cost Reports
What is typically included in a consultant appointment documents
Appointment
PII
Conflicts of interest
Termination/Suspension
Personnel
How would you identify the needs of a client
We do this by having quarterly meetings with the client in which they provide feedback on what they’re happy with in terms of our performance and where we could improve
How do you limit the risk of working with a client who may be financially unstable
a. Research the company on Companies House
b. A Dun and Bradstreet credit check
How do you encourage repeat business
a. High levels of service and customer care
b. Obtain feedback and act on it
c. Keep in touch
d. Buisness development activites e.g. CPDs, social events
What is RLBs Complaint’s Handling Procedure
2 days to review and respond
5 days to form action plan,
if no resolution then address to Managing Partner who have 28 days to respond
‘Alternatively referred to the Surveyors & Valuers Arbitration Scheme
How do you find/refer to a CHP
It is the Ts&Cs of the Contract with the client
What should you do if you receive a complaint?
Review the terms and conditions of your PII
Notify PI Insurers
Acknowledge reciept and try to establish a better understanding of issue
Do not admit liability
Proceed as per CHP
Keep PI insurers updated prior to all communications
If the complaint is to result in a claim, then notify your PI Insurers
