Client Care Flashcards
Tell about why it is important to develop long-term client relationships.
Tell me about the different stakeholders you have come across in your role.
Tell me about how you have tailored your client care to one of these stakeholders.
Why is it important to you to set objectives?
Tell me about your duty of care towards your clients
How have you defined your scope of services within the limits of your competence and PI insurance?
How do you set fees?
How have you used standard forms of appointment?
What mechanisms are contained within an appointment document?
What insurance requirements are you aware of (both legal and RICS)?
How are stakeholders identified?
How do you establish their status within a project?
Explain formal communication systems with clients and stakeholders you are aware of.
What KPIs might you agree with a client to monitor performance?
How do you gather data during the inception stage of a project, including client briefings and site based information?
Explain what BS EN ISO 9004 relates to.
This International Standard provides guidelines beyond the requirements given in ISO 9001 in order to consider both the effectiveness and efficiency of a quality management system, and consequently the potential for improvement of the performance of an organization.
What is the definition of a Key Performance Indicator (KPI)?
KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective.
Tell me about an example of how you have provided good client care.
Tell me about an example of when you have provided a high standard of service to a client.
How have you dealt with an unrealistic client deadline?
How have you dealt with unrealistic client expectations?
Tell me about the approach you have taken when dealing with a non-technical lay 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?
How have you dealt with a complaint?
How have you measured KPIs?
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
Project Jump – how did you tailor the VE schedule to your client’s needs?
Studio 10 – how did you follow up and action feedback points?
Why do you issue a monthly update report?
To ensure that they were kept up to date and they could raise any concerns as soon as possible
How did you negotiate the works?
How did you address the lack of detailed scope?
I spoke with the client and trued to gain a better understanding of what they wanted. I went away spoke with subbies, put together a bill and a brief design and kept updating the client and getting their feedback to ensure we were in line with what they wanted.
How did you provide good client care?
