Client Care Flashcards
What is Client Care?
Looking after client’s:
-best interests
-level of service that satisfies client’s needs
-achieves value for money
PrCoPuTrRePrCoRcKpFe
Why important for surveying firms?
Repeat business
Positive testimonials
Word of mouth
Dissatisfaction very damaging
Reduce negligence claims
What is CPF?
Client Performance Feedback
Gathering and acting on feedback from client, comprising:
-during and after completion
-independent person
-sets standards/areas of improvement
encourage open discussion
gain future work
regular intervals
How identify needs of a client?
Holding Client Account Planning Sessions, including:
project key deliverables
scope of servicesrequired
reviewing past CPF
reviewing complaints
What is a client brief?
Purpose:
to provide firm foundations for project
a formal statement of objectives and operational requirements
sufficient detail to execute design
Example of your client care and empathy skills?
Prioritize each client’s needs
make feel only project working on
organised and communicative to meet deliverables
work to high standard
When decline new work?
Conflict of Interest
Not in client’s best interest
cannot resource
outside skill
illegal
What consider when preparing a fee bid?
What client’s requirements are
whether can be provided
bid/no bid form populated to identify if suitable (risks)
varying levels of sign-off (value)
What makes up a fee bid proposal?
SuNeIsBeExCoMeOrFeRePrSuQa
Limit risk when client financially unstable?
Use a screening process to check finances including:
Companies House account info
Credit check
Web search additional info and judge if reliable
Client asks to lower fees (funding), what do?
Have to pay price or lower their scope of work
How calculate a fee proposal?
Review work involved based on info available, and calculate:
[(time + nr person required)x(hourly rate) +OHP]
What your company’s procedure for complaint handling?
As Ethics Flashcard
How identify your client’s needs and expectation?
Always ask questions on key challenges/issues
a briefing checklist
when no adequate briefing
ask for further clarification/requirements
How do you establish trust?
I am transparent and honest
learn about client
learn about their objectives, key challenges
stay within my competence
act in professional manner
provide high level of service
