Client Care Flashcards
What constitutes as good client care?
- Complying with agreed scope of services
- Meeting deadlines
- Providing a high standard of service
- Being open and transparent
- Protecting the clients interests
- Close communication
Why is important to maintain the relationships with clients?
To ensure repeat business.
Can you tell me what you include in your fee proposals?
- The total fee for the services
- Clear scope of services
- Assumptions and exclusions
- Terms of conditions
- Details of complaints handling procedure
How do you ensure the client understands the level of information and/or service you are providing them?
I would clearly set out a scope of service in my fee proposal, and if necessary arrange a meeting to discuss the proposal.
Are there any RICS documents that could assist with ensuring the client understands the scope?
Yes, the RICS Standard Form of Consultants Appointment would be provided alongside the fee proposal.
If you submitted a fee proposal and the client said it is too high and would like it reduced 20%, how would you respond to this?
- I would only consider reducing the fee if the scope of services were reduced.
- By reducing the fee, the client may feel you have over-valued on past projects.
- This could also impact on the services being provided.
Part way through a project you realise your fee is too low and you are not making profit - would you go ask your client for more money?
- No, only if there were a variation to the scope of service.
- I would take this as a lesson learnt and factor this in when calculating future fee proposals.
How would you deal with a soft complaint?
Discuss verbally with the client to see if we can reach a resolution
You receive a call from a client who wishes to make a complaint - what would you do?
I would refer to my companies complaints handling procedure and comply with this.
What happens if the person complaining refuses to use your complaints handling procedure?
- Do my best to persuade them and demonstrate that I have tried to use it.
- Defer to a third party redress system i.e. Surveyors Ombudsman
So after today you could be chartered in 5 days, and set up your own chartered firm - would you be able to review a complaint you’ve received against yourself?
Yes, for example you could become a sole practitioner, but ensure a third-party redress system is in place.
Does your company deal with client feedback?
Yes, at the end of the project we send back feedback forms and them score us honestly against our performance.
A partner at your firm has said that we really want to get in with this client so you will be doing this work for no fee, but you are being pulled around on different projects, would your priority be on your fee earning jobs?
- No it is irrelevant what the fee is.
- I would always ensure I am providing a high standard of service regardless of what the fee is.
In your submission you state that you undertook CPD which helped you understand how to meet a clients requirements?
- I am aware of tools that are available to help clients provide feedback such as key performance indicators and client feedback forms.
You mention Key Performance Indicators in your submission, can you please explain how these work?
- KPIs are used to measure performance over a period of time, client’s will assess performance by scoring against a pre-defined set of requirements.
- This can include ability to meet deadlines and quality of work.
