Client Care Flashcards
What is client care?
The process of identifying all client types and behaviours appropriate to establish good relationships.
You must look after your clients best interest provide value for money and satisfy their needs
I achieve good client care by understanding the needs of the various different clients and aiming to meet these. I provide a quality service to existing clients and have strong relations with them. I attract new clients through networking and LinkedIn.
To achieve good client care you should?
Identify new and existing clients, maintain good working relationships and bring in new work
You should understand the different types of client and their objectives and interests.
Have a complaints procedure
Manage their accounts
How do dashboard reports used?
They are used to to present a concise month update for the client.
They include:
-RAG status for for cost programme and quality
-summary of key activities in period
-key risks that require review
-key decisions required
What is PI Insurance?
Professional indemnity insurance - covers a company against losses caused to a client for anything related to your advice services or design. It can cover legal fees and compensation often taking into account the financial loss that the client has suffered.
Bidwells has £30m cover
The value of the contract determines the level of PI
What is employers liability insurance?
Protects you against the cost of compensation claims arising from employee illness or injury
A legal requirement if your business employs 1 or more people
Fines of £2500 a day can be enforced
Bidwells max cover is £25m
What is public liability insurance?
Covers the cost of claims made by members of the public for incidents that occur in connection with your business activities.
Covers the cost of compensation for: personal injuries and loss or damage to the property.
Bidwells has a max cover of £10m
What is Bidwells complaint handling procedure?
- If you are unable to resolve a situation. You should first raise it with your divisional partner.
-if you are still unable to resolve it in 3 days Bidwells may request more info in writing.
- Bidwells will acknowledge the complaint within 7days of receipt of the written complaint. A copy will be held for the complaints handling procedure.
-a full response will be provided within 28 days where Bidwells outline the reasons for the decisions made.
- if they remain unsatisfied Bidwells will attempt to resolve the situation through negotiation or agree into mediation with an ADR.
How should you deal with feedback from a client
-feedback should be formally recorded for example a client satisfaction survey
-if feedback is negative it should be verified with the nesessary action taken
-this should follow the complaints handling procedure.
Why is client care important in your industry?
To maintain existing clients and secure repeat business
Maintain a strong reputation within the industry
Bidwells provide advisory services and a high level of trust between ourselves and our client is essential for successful project delivery
Anti money laundering
Checks should be carried out on clients which include requesting ID and proof of address or conformation of the business on the companies house.
Develop client brief
-To happen at the start of any instruction or project. This is RIBA Stage 1.
-based off discussions and workshops with the client as well as desktop research
-the brief should include - project outcomes, sustainability outcomes, quality aspirations and spatial requirements.
The strategic brief describes the clients requirements in sufficient detail to allow the appointment of consultants at stage 2. The is then developed with consultants to form the project brief which will develop throughout the design.
I developed project brief for cavendish by undertaking briefing workshops with the client to understand their needs. Suveys and site information were also carried out to help gain understanding of the site nd develop the brief.
Fees
-These must be agreed and proportional to work being undertook.
-must be able to justify how they were calculated.
- I calculated an additional fee for BPC as an additional month based on our agreed rate.
Key performance indicators (KPIs)
Agreed in the client brief for what is expected for good performance or success on the project. E.g meeting deadlines, reporting within given timeframes or agreeing a certain percentage of settlements within budget. Must be reviewed regularly.
Marketing
I attend various networking events and have a presence on linked in to attract clients
Quality management system
Requires firms to follow a clear process of planning doing acting and checking. It is a set of interrelated policies processes and procedures in the core areas that affect a firms ability to meet the clients requirements.
