Client Care Flashcards
What is client care?
Having clients best interests at the focus, providing appropriate service and satisfying their needs
How to provide client care?
Professionalism
Competence
Punctuality
Trust
Reliability
Presentation
Communication
Review
KPIs
Feedback
Why is client care important?
Repeat business
Good testimonials
Recommendations
Reduce negligence claims
What is client performance feedback?
Gathering feedback during/after
Independent
Set standards
Identify improvement
Ensures satisfaction
Provides future work
Review every 3-6 months
How to identify the clients needs?
Account planning sessions
Assess an individual merit
Discussions
Identify improvements
Review mistakes
What is a client brief?
Foundation of project
Objectives and requirements
When should you decline new work?
If conflict of interest
Not in the clients best interest
Lack of resources
Lack of skill
Unlawful
What to consider when preparing a fee bid?
Client requirements
Risks
Levels of sign off
What does a fee bid include?
Executive summary
Clients needs
Issues
Communication
Experience
Conditions
Methodology
Organogram
Fee
CV
References
Sub consultants
Quality assurance
How to limit the risk if unstable?
Review accounts
Credit check
Research
How to handle a client request for lower fees?
Provide a price based on service
Reduce works in line with fee
How to calculate a client fee?
Review workload
Time, staff x hourly rate + overheads + profit
Techniques for obtaining client feedback?
Reviews
Survey
One to one meetings
Process for complaints handling?
- Report to senior member of firm
- Report to independent redress
Timescales for complaints handling?
Acknowledge in 7 days
Full response in 28 days
Refer to redress if unresolved
RICS information re Complaints
GN - Complaints handling July 2016
How to identify the needs of a client?
Ask questions
Complete a checklist
How to establish trust?
Be transparent
Be honest
Know objectives
Act in competence
Be professional
Provide high service (rule 3)
How to receive repeat business?
Provide a high level of service
Act on feedback
Deal with complaints promptly
Network
Keep contact
What are the PII minimum limit of indemnity?
Firms turnover. Minimum limit of inde
100k or less. 250k
100,001 - 200k. 500k
200,001 +. 1m
What is the maximum level of uninsured excess?
Limit. Max excess
500k. 2.5% or 10k (greater of)
500k+. 2.5% of sum insured
What is run off cover?
Cover in the period following a firm ceasing to trade
Limit of 1m
Period of 6 years
Hart v Large
Recommend further investigation if needed
Report areas not inspected
Be clear and advise client re instruction
Pre instruction checks:
Ensure level of competence, knowledge and skill
Check conflict of interests
Anti money laundering checks
Ensure adequate PII
How to deal with a complaint?
Log the complaint
Raise with a line manager
Not resolves - redress
PII provider details
RICS publishes a list of approved providers