Client Care Flashcards
What is client care?
Looking after your clients’ best interest and providing an appropriate level of service that satisfies the clients’ needs and achieves VFM.
What key ways can we provide good client care?
- Professionalism
- Competence
- Punctuality
- Trust
- Reliability
- Regular communication
- Monitor KPIs for client satisfaction.
Why is client care important for firms?
- Work is created through good rapport and satisfaction from existing clients
- Achieving the clients needs will encourage repeat business
- If work is done well, client will give positive testimonials to others, generating word of mouth work
- Good client care reduces negligence claims.
What is Client Performance Feedback?
The process of gathering and acting on feedback from a client.
What does Client Performance Feedback involve?
- Gathering feedback after a project, by an independent party
- Encourages open discussions with the client, ensuring satisfactory service is delivered
- Usually carried out regular intervals (3-6 months) to ensure problems rectified ASAP.
How can you identify the needs of the client?
- Hold a Client Account Planning session
- Review past CPF scores 7 identify key areas of improvement
- Review complaints to identify areas for improvements
- All clients are different so will need to be assessed on own merit.
What is a client brief?
Provide a firm foundation for the initiation of the project.
It is a detailed formal statement of the objectives/ functional and operational requirements of the project.
When should you decline an instruction of new work from a client?
1) When there is a COI
2) If the appointment would not be in the clients’ best interest
3) If I am not competent to complete the work
4) If the work is unlawful
5) My firm may not be able to resource the job fully.
Can you provide an example of your client care & empathy skills?
Despite working on multiple projects, I always priorities each client’s needs
accordingly.
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.
What to consider when preparing a fee bid?
- Find out the clients requirements to determine whether we can provide this service
- A bid or no bid form is populated to identity if this is suitable for the business by considering
the risks involved - Prior to submitting the fee bid, sign off may be required from senior colleagues.
What makes up a fee bid proposal?
1) Executive summary including scope ad solutions
2) Identification of client needs
3) Identification of project issues
4) Highlight benefits for the client
5) References to relevant experience
6) Conditions of engagement
7) A List of quality assurance procedures.
How can you limit the risk when working with a financially unstable client?
Use a screening process including:
- Company search using Companies House to obtain account information
- Credit check
- Internet search using their website for additional info to make a judgement on reliability
If your client asked you to lower your fees because of their limited funding, what would you do?
Client needs to pay required price for the level of service required, or they need to reduce scope of work involved.
How would you calculate a fee proposal?
1) Review work involved with the commission based on the level of info available
2) Calculate time & number of individuals required to undertake the work and multiply by hourly ate, adding allowance for overheads and profits.
What are the advantages / disadvantages of working from a client’s office?
Ad - Quicker and clearer lines of communication
Ad - Better understanding of clients expectations
Disad - Loss of technical support from colleagues and possible isolation from own company culture.
