Client Care Flashcards
What is Client Care?
Looking after your Client’s best interests, providing value for money and satisfying their requirements.
What does excellent Client Care mean to you?
Going above and beyond to understand a Client’s requirements, suggestions and even complaints in order to provide the best possible service.
Give an example of when you believe you’ve provided excellent client care?
On the 5SP project, the Client wanted the monthly cost report from me sooner than usual so they could meet their own internal deadline.
I stayed late at work to ensure this was completed and handed over to them.
I called my Client ahead of formally issuing the report to talk through the high level changes.
I followed up with an offer of a face-to-face meeting should my Client want to talk through the report in more detail.
What is client money?
Money of any currency that a RICS regulated firm holds for or receives on behalf of another person and is not immediately due to the firm.
How is client money protected?
The Client Money Handling professional standard sets out:
Client Account Requirements
Accounting Controls
Information that Firms must provide to Clients
How to manage unidentified funds
The RICS also runs a Client Money Protection Scheme in the UK as a last resort should firms be unable to pay any lost client money. £50k per claim, Client must demonstrate direct loss.
What if a Client wants you to reduce your fee? What do you do?
Explain that the fee calculated is based upon the scope of services provided and the resource believed to be required. Explore scope reduction in order to reduce fee.
How can a fee be calculated?
Identify the seniority of resource required and number of people.
Assess duration required to complete activities, apply a daily or hourly rate each activity.
Review the fee as a percentage against the project budget.
What are examples of typical exclusions from a proposal?
VAT
Disbursements
Dealing with Claims
How do you maintain good Client relationships?
Being respectful, Not giving advice outside my scope of competence, providing a high level of service, being honest.
How do you determine who your Client is?
Your Client will be whoever your appointment is with.
