Client Care Flashcards
What do you understand by client care?
- Understanding their requirements from myself and the project
- Ensuring I maintain performance by undertaking QA on all issued work
- Maintaining expectations by obtaining feedback
- Looking out for clients best interests
- Ensuring my Client has a copy of my company’s CHP
Why is client care important?
- Retain existing clients and secure repeat business
- Can reduce the likelihood of complaints and conflict
- Maintain a strong reputation in the industry
Why is important to maintain existing relationships?
- A large % of work is won through repeat business
- Could win more work through word of mouth from Client
How do you manage your client’s expectations?
- Agreeing strategies, goals and timelines
- Be open and honest
- Offer advice and direction in relation to scope of services
- Be a good listener
- Communicate clearly, concisely and regularly, to the clients needs (experienced / inexperienced clients)
How do you conduct yourself with a new client?
- Well mannered
- Well presented
- Respectful
- Polite
How do you build trust with a new client?
- Only act within my level of competence
- Always act professionally
- Be transparent
- Be open and honest
What are some of the quality management and assurance procedures you implement on projects?
- Project execution plans
- Director sign off for valuations
- Monthly checklists for valuations to ensure everything has been captured
- Record all advice and discussions within the shared drive
- Change control log
- Follow RICS and company policies and procedures
What would you expect to find in a client brief?
- Services required by the client
- Insurance requirements
- Terms of appointment
- Key drivers for success
- Duration of appointment
- Any exclusions, eg dealing with claims
Why is a client brief important?
It sets out the parameters for delivering the client’s project to their expectations
What is a consultant appointment document?
- A document containing the terms and conditions for the services being provided by the consultant
- I am aware the RICS has a standard template which can be used, however, I would use my company’s appointment document
What would you find in an appointment document?
- Scope of services required
- Price / fee
- Programme / time frame to complete the works
- Insurances / collateral warranties
What would you do if a client told you they were unhappy?
- Apologise
- Remain professional and respectful
- Provide the client with a copy of the CHP
- Notify PI of a potential claim
How do you remain adaptable with different clients?
- Ensure I speak appropriately for that client. For example, inexperienced clients may need further information to make decisions
- Present information differently to adapt to clients needs. For example, clients on CiNER Glass were Turkish so I presented cost reports in more graphical, succinct formats
Why is it important to remain adaptable with different clients?
- Ensure they understand information presented to them
- Ensure they can make informed decisions by understanding the request or issue
How do you manage the client care process?
- Client feedback
- Client satisfaction questionnaires
- KPIs
How do you act on feedback received from a client in a feedback form or questionnaire?
- Formally record feedback
- Discuss feedback with the client to see how I can improve my performance in certain areas
- Review in 6 months with the client
What are KPI’s?
- Key Performance Indicators
- Used to measure the performance of a company or individual
Can you give an example of how KPI’s could be used to measure your performance?
- Working effectively as part of a team
- Timely delivery of services
- Understand of contract
- Appropriate use of cost control mechanisms and reporting systems
Can you give an example of how you could use KPIs to measure a project’s performance?
- Number of defects
- Number of H&S incidents
- Programme on target
What is classified as ‘client money’?
Money that belongs to the client
Are you aware of any guidance relating to Client money?
RICS Client Money Handling - Professional Standard
Can you summarise the RICS Client Money Handling?
The document is a professional standard so it is mandatory to follow.
Split into mandatory and guidance.
- Requirements for members and firms
- Holding client money
- Keeping client money safe
- Providing information to clients for how their money will be dealt with
- Payments with client money and receipts
- how to manage unidentified funds (charity donations after three years)
What might you include in a consultant proposal, for a tender?
- Scope of services
- Terms of appointment
- Project details
- Fee drawdown
- Anticiapted programme
- Insurances
- Assumptions and exclusions
- Any responses to Quality Questions (eg H&S, Financial Information, CV’s)
What are the main elements included within a fee proposal?
- Level of cost manager
- What stage of project (against RIBA POW)
- Hours required per week x number of weeks
- Total fee for scope required
What may you exclude from your fee proposal?
- VAT
- Dealing with claims
- Any services not included
How would you go about calculating a fee for a new project?
- Look at project scope, including size and complexity
- Identify what tasks would need to be undertaken
- Identify what resources you would need and what level
- Assess the time commitment required to complete the scope of services x Nr weeks in programme
- Look at overall total fee as a % against the schemes value, as a sense check
If you client told you your fee was too high and wants you to reduce it, what would you do?
- Show the client how the fee has been calculated
- Suggest scope of services could be reduced to align with fee expectations
What would you do if you underestimated your services within a fee proposal?
- Uphold your scope of services
- Lesson learnt for next time
- Bare in mind if scope of services has increased, it would be reasonable to request additional fees
On what grounds might you request additional fee from your client?
- Dealing with insolvency
- Increased scope of services
- Delay to programme due to contractors fault
Why is confidentiality important?
- Builds trust
- Promotes confidence between parties
- Protects industry reputation
- Legal complaints (eg NDA, GDPR)
How do you go above and beyond for your clients?
- Keep good communications
- Make myself available for discussions
- Explain everything clearly and concisely
- Be friendly, respectful and polite
