Client Care Flashcards
What is Client Care?
The principle of Client Care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the clients’ needs and achieves value for money. Can be provided through:
1 - Professionalism
2 - Competence
3 - Punctuality
4 - Trust
5 - Reliability
6 - Presentation
7 - Regular Communication
8 - Review of services provided, and standard
9 - KPI’s to monitor client satisfaction
10 - Client performance feedback
Why is Client Care important for surveying firms?
1 - Majority of work is developed through repeat business from existing clients.
2 - Provided that the Client’s satisfaction is maintained, possible testimonials can be achieved and word of mouth recommendations will be generated.
3 - Dissatisfied Clients can be very damaging.
4 - Providing excellent Client Care can reduce the potential for negligence claims to arise.
What is CPF?
Client Performance Feedback - The process of gathering and acting on feedback from the Client.
1 - During and after completion
2 - Usually carried out be independent person
3 - Sets standards and identifies improvements
4 - Encourages open discussions with Client
5 - Opportunity to gain future work
6 - Regular intervals of 3-6 months to ensure any issues can be ironed out
How would you identify the needs of a Client?
Look to achieve by holding Client Account Planning Sessions.
1 - Hold discussions regarding key project deliverables and scope of services required.
2 - Review of past Client Performance Feedback (CPF) scores and identify areas of improvement.
3 - Reviewing any complaints to identify mistakes and best practice methods of working.
What is a Client Brief?
1 - The purpose is to provide a firm foundation for the initiation of the project.
2 - It is a formal statement of the objectives and functional and operational requirements of the finished project.
3 - It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference to the team.
Please provide an example of your Client Care and empathy skills.
1 - Despite working on multiple commissions I always try to ensure that I prioritise each Client’s needs accordingly.
2 - My approach is to always make the Client feel like their project is the only commission I am working on.
3 - Through organisation and communication I can meet the deliverables of each Client in advance of the agreed deadlines and am always sure to deliver work to a high standard.
When should you decline an instruction of new work from a Client?
1 - If there is a conflict of interest.
2 - If the appointment would not be in the Clients best interests.
3 - My firm may not be able to resource the job adequately.
If the project is outside of my skillset.
4 - If the work was unlawful.
What do you need to consider when preparing a fee bid?
To follow company procedure for fee submissions.
1 - What are the Client’s requirements?
2 - Level of risk to the business.
3 - Hierarchy sign-off depending on fee value prior to submission.
What makes up a fee bid proposal?
1 - Executive summary, including reference to scope and solution.
2 - Identification of the Clients needs and deliverables
3 - Identification and analysis of Project issues
4- Communication of key benefits for the client
5 - References to relevant experience
6 - Conditions of Engagement
7 - The methodology
8 - An organisational chart
9 - the proposed fees
10 - Supporting CV’s
11 - References to the project programme
12 - Identification of sub-consultants
13 - List of quality assurance procedures
How would you limit the risk of working with a client who may be financially unstable?
I would use a screening process to check the company’s finances, this could include:
1 - A company search using Companies House
2 - A Credit Safe check
3 - Internet search for additional information in order to make a judgement on their reliability
If your Client asked you to lower your fees because of their limited funding, what would you do?
The client would have to pay the price for the required level of service required, or reduce the scope of works involved.
How would you calculate a fee proposal?
1 - I would review the work involved, with the commission based on the level of information available.
2 - Calculate the time and number of individuals required to undertake the work and multiply it by an hourly rate, adding a suitable allowance for overheads and profits.
What is your company’s procedure for client feedback?
1 - We undertake formal project reviews with the client every two months.
2 - I look to obtain regular informal feedback from the client during my day-to-day verbal and written communications.
3 - We undertake a client satisfaction survey at the end of each project.
What is your company’s procedure for complaint handling?
RICS specifies two stages as a minimum.
Stage 1 - Complaint is reported to senior member of the firm or the designated complaints handler.
Stage 2 - If the complaint cannot be resolved it is referred to the RICS independent redress mechanism.
How do you identify your clients needs and expectations?
I am always sure to ask questions and listen to the client on key challenges and issues they are facing. I also use client briefing checklists where applicable.
If I have not received an adequate briefing I will follow up and seek clarification on their specific requirements.
