Client Care Flashcards
Why is it important to develop long-term client relationships?
Developing long-term client relationships is crucial because it fosters trust, loyalty, and mutual understanding. These relationships lead to repeat business, referrals, and a deeper understanding of client needs, which can enhance service quality and client satisfaction.
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Tell me about the different stakeholders you have come across in your role.
In my role, I have encountered various stakeholders, including clients, colleagues, contractors, local authorities, investors, and community groups. Each stakeholder has unique interests and needs that must be managed effectively.
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Tell me about how you have tailored your client care to one of these stakeholders.
For a local authority client, I tailored my approach by ensuring compliance with all regulatory requirements, providing detailed reports, and maintaining regular communication to keep them informed about project progress and any potential issues.
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Why is it important to you to set objectives?
Setting objectives is important because it provides clear direction, helps prioritize tasks, and allows for the measurement of progress. Objectives ensure that all team members are aligned and working towards common goals, which enhances efficiency and effectiveness.
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Tell me about your duty of care towards your clients.
My duty of care towards clients involves providing high-quality, diligent services, acting with integrity, and ensuring that their interests are protected. This includes adhering to professional standards, maintaining confidentiality, and managing risks effectively.
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How have you defined your scope of services within the limits of your competence and PI insurance?
I define my scope of services by clearly outlining the tasks and responsibilities I can competently perform, ensuring they are covered by my Professional Indemnity Insurance (PII). This involves discussing and agreeing on the scope with the client and documenting it in the terms of engagement.
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How do you set fees?
Fees are set based on the complexity and scope of the services provided, the time required, and the level of expertise needed. I ensure that fees are transparent and agreed upon with the client before commencing work.
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How have you used standard forms of appointment?
I have used RICS Standard Forms of Consultant’s Appointment to formalize agreements with clients. These forms provide a clear framework for the scope of services, fees, and terms of engagement, ensuring that both parties have a mutual understanding.
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What mechanisms are contained within an appointment document?
An appointment document typically includes mechanisms for defining the scope of services, payment terms, limitations of liability, dispute resolution procedures, and termination clauses. It ensures that all aspects of the professional relationship are clearly outlined and agreed upon.
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What insurance requirements are you aware of (both legal and RICS)?
I am aware that RICS requires firms to have adequate and appropriate Professional Indemnity Insurance (PII) that meets specific standards. Legally, firms must also have Public Liability Insurance and, if they employ staff, Employers’ Liability Insurance.
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How are stakeholders identified?
Stakeholders are identified through a stakeholder analysis process, which involves identifying all parties affected by the project or who have an interest in its outcome. This includes clients, team members, regulatory bodies, and the community.
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How do you establish their status within a project?
The status of stakeholders within a project is established by assessing their level of influence, interest, and impact on the project. This helps prioritize engagement and communication strategies to ensure their needs and concerns are addressed appropriately.
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Explain formal communication systems with clients and stakeholders you are aware of.
Formal communication systems include regular progress meetings, detailed reports, email updates, and project management software. These systems ensure that all stakeholders are kept informed and can provide feedback throughout the project.
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What KPIs might you agree with a client to monitor performance?
Key Performance Indicators (KPIs) that might be agreed upon with a client include project completion timelines, budget adherence, quality of work, client satisfaction, and compliance with regulatory requirements.
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How do you gather data during the inception stage of a project, including client briefings and site-based information?
During the inception stage, data is gathered through client briefings, site visits, surveys, and desktop research. This information is used to define the project scope, identify potential risks, and develop a detailed project plan.
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