Client Care Flashcards
What is client care?
Providing the client witb a dillgent and quality service.
Guiding and helping your client to understand what they need to achieve their goals in a clear and transparent way and looking out for their interests so long as it in line with the moral, ethical and RICS standards.
Client care can be provided through:
- professionalism
- Competence
- Punctuality
- trustworthiness
- Reliability
- Presentation
- Regular communication
- Monitor client satisfaction
- Taking on board feedback
Why is Client Care important for surveying firms?
-Clients are likely to return for repeat business if they have a good standard of client care.
- It promotes trust in the profession
- Client testimonials can be used to encourage more business
- dissatisfied clients can lead to a negligence claim
What is CPF?
Client Performance Feedback - This is the process of requesting feedback from clients to understand where improvements can be made and where our strengths lie
How would you identify the needs of a client?
I would have a conversation with the client on what they are aiming to achieve, and often, depending on the job arrange a site visit to understand the project. This will allow me to advise the client on what type of service I would recommend to the client.
What is a client brief?
- A client brief is to set out the expectations of the project
- it sets out the aim of the project and lets the client know you have understood their needs.
- It is an important document that can be referred back to throughout the project to prevent scope creep, help new team members understand the project.
Provide an example of your client care and empathy skills?
I always aim to give my clients my full attention, and provide a diligence service.
In one example a potential client enquired if we could help with a project on their listed church, they had been let down by a pervious consultant and were concerned about getting the project going. I arranged a site meeting but asked if in the mean I could do some reading on the requirements for working on a listed church. After research, it was clear that as we did not have anyone with conservation accredited in our team, we could not take on the project; before I informed the client of this, I sought out a conservation specialist who my colleagues recommended, and I confirmed with them they would be interested in taking on the project. I then informed the client We could not do the project, however if they were happy for me to pass on their details I had an suitable alternative lined up for the,
What do you need to consider when preparing a fee bid
- Firstly the service that is require and the clients aims need to be confirmed
- The proposed fee based upon the expected resources required
- The fee has to be signed of by the appropriate level of management dependant of the fee level.
When should you decline an instruction for new work from a client?
- If there is a conflict of interest
- If the appointment is would not be in the clients best interest
- If we had insufficient resources
- If the work is outside of my competence
- If the work was unlawful or unethical
What makes up a fee bid proposal?
- Our understanding of the client requirements
- The scope of services
- The limitations and exclusions
- the fee
- The business terms and conditions
How would you limit the risk of working with a client who may be financially unstable?
I could undertake some checks, such as using online credit check services.
Or workout a payment schedule
If your client asked you to lower your fees because of their limited funding, what would you do?
- I would discuss with the client whether the scope of work could be reduced
How would you calculate a fee proposal?
I would calculate the expected resources and number of hours and multiply the time by our typical rates, and include expected expenses.
What is your company’s procedure for client feed-back?
Regular informal feedback is taken from the client during the day-to-day work.
Clients are chosen at random every 6 months to be asked to provide feedback on the services they have been provided.
What is your company’s procedure for complaint handling?
We conform to the RICS requirement to have two stages in the complaints handling procedure.
If the compliant is taken verbally it is asked that it is provided in writing
The complaint is provdied to the reposnebl named partner who will ask for fruther infomation within 14 days
a formal reposnse is issued within 28 days
if this is not acceptable it can be escalated to a senior management who will review the case afresh and respond within 28 days
If the complaint cannot be resolved, this is referred to an independent redress scheme.
How do you identify your client’s needs and expectations?
- Prepare a client brief document
- have an initial meeting to discuss the clients needs
- If I cannot completely identify the client’s requirements and make any assumptions, I will make these clear within the appointment documents.
