Client Care Flashcards
Tell me about why it is important to develop long-term client relationships.
Developing long-term client relationships is crucial for several reasons:
1. Trust and Loyalty
2. Better Understanding of Client Needs
3. Increased Revenue
4. Reduced Marketing Costs
5. Improved Communication
6. Resilience in Market Fluctuations
7. Enhanced Reputation
8. Opportunities for Growth
By prioritizing long-term client relationships, businesses can create a sustainable model for growth and success while delivering greater value to their clients.
Tell me about the different stakeholders you have come across in your role.
Members of Cabinet
Ward Members
General Public
Neighbours and Residents
Local Businesses
Developers
Government Organisations
Central Government (e.g. DfE, DfT, DDCMS)
QUANGO type organisations (e.g. Network Rail, TfL)
Other Local Authorities
Other service areas within my organisation (e.g. Education, Libraries)
Statutory Planning Stakeholders (e.g. Natural England, Historic England, Environment Agency etc)
Tell me about how you have tailored your client care to one of these stakeholders.
Example: Education. For FCEB and OAJ, I acknowledged from the outset that the LEA was a key stakeholder and would have an interest in both projects. This was acknowledged in key documentation (e.g. PIDs, terms of reference etc) and I ensured that they were kept updated of key progress on the project and consulted on matters that directly affected their service area (e.g. potential S77 consultation.
Why is it important to you to set objectives?
Objectives function as a key touchstone that make clear what the goals of any project or endeavour is. They can be consulted and agreed from the outset, and provide a guide for ongoing decision making throughout a project, development or client instruction. They can provide a framework around which my advice to clients is based (so I am clear what the priorities or ultimate purpose or desired outcomes are).
Tell me about your duty of care towards your clients.
My duty of care as a professional surveyor is a fundamental principle that requires you to act in the best interests of your clients. Here are the key aspects of this duty:
1. Reasonable Skill and Care:
o You must perform your duties with the level of skill and care that a reasonably competent surveyor would provide. This includes staying updated on industry standards, regulations, and best practices.
2. Professional Competence:
o Ensure that you have the necessary qualifications and knowledge to provide the services you offer. If a project requires expertise beyond your capabilities, you should seek assistance or refer the client to another qualified professional.
3. Transparency and Honesty:
o Maintain clear and honest communication with clients regarding your findings, recommendations, and any potential conflicts of interest. Misleading or omitting critical information can breach your duty of care.
4. Client’s Best Interests:
o Always prioritize your client’s needs and interests. This includes providing unbiased advice and avoiding actions that may lead to a conflict between your interests and those of your client.
5. Confidentiality:
o Protect any confidential information obtained during your professional relationship. Sharing sensitive information without the client’s consent can breach your duty of care and erode trust.
6. Timely Service:
o Provide services within agreed timelines and keep clients informed of any delays or issues that may arise. Prompt communication is essential to maintaining a strong client relationship.
7. Risk Management:
o Identify potential risks associated with your work and communicate these risks to your clients. Help them understand the implications and consider strategies to mitigate them.
8. Documentation:
o Keep thorough records of all communications, advice provided, and decisions made during the course of your work. Proper documentation can protect you in case of disputes or claims.
How have you defined your scope of services within the limits of your competence and PI insurance?
- Understand Your Qualifications: Clearly identify your areas of expertise based on your qualifications, training, and experience. Ensure that the services you offer align with these competencies.
- Review Professional Indemnity (PI) Insurance: Examine the terms and conditions of your PI insurance policy. Be aware of any exclusions or limitations that may affect the services you provide.
- Set Clear Service Descriptions: Draft detailed service descriptions that outline what is included and excluded in your offerings. Use clear language to communicate the boundaries of your services to clients.
- Client Communication: Discuss and confirm the scope of services with clients at the outset. Make sure they understand what to expect and any limitations based on your expertise and insurance coverage.
- Avoid Overstepping: Refrain from taking on projects or tasks that fall outside your competence or that your PI insurance does not cover. This includes avoiding work that requires specialized knowledge you do not possess.
- Refer to Specialists: If a project requires expertise beyond your scope, refer clients to qualified specialists. This protects both you and the client by ensuring they receive the necessary expertise.
- Continuous Professional Development: Engage in ongoing training and professional development to expand your competence. However, be cautious about expanding your service offerings until you are fully qualified.
- Documentation and Contracts: Use contracts or engagement letters that specify the scope of services and clarify your limitations. This creates a formal agreement that can help manage client expectations.
- Regular Review: Periodically review your scope of services, qualifications, and PI insurance coverage. Update your offerings as your skills grow or as your insurance policy evolves.
How do you set fees?
Hourly rates
Fee Budgets
Fixed Fees for Defined Deliverables
How have you used standard forms of appointment?
As a consultant, I have used standard forms of appointment when issuing instructions so it is clear the terms on which services are offered.
What mechanisms are contained within an appointment document?
Scope of Services
Terms and Conditions
Duration of Appointment
Fees and Payment Terms
Termination Clause
Confidentiality Agreement
Liability and Indemnity
Dispute Resolution Mechanism
Compliance with Laws
Amendment Procedures
- What insurance requirements are you aware of (both legal and RICS)?
Legal Requirements
1. Employers’ Liability Insurance:
o Requirement: Mandatory for businesses with employees in the UK. Covers claims from employees for work-related injuries or illnesses.
o Minimum Coverage: Typically requires a minimum of £5 million in coverage.
2. Public Liability Insurance:
o Requirement: While not legally mandatory, it is highly recommended for businesses that interact with the public or work on client sites. It covers claims for injury or property damage caused to third parties.
o Coverage Amount: Often starts at £1 million, but higher amounts are advisable.
3. Professional Indemnity Insurance:
o Requirement: Not a legal requirement but essential for professionals providing advice or services, including surveyors. It protects against claims of negligence or errors in professional services.
o Coverage Amount: Varies by profession and project size, often starting at £250,000 to £1 million.
RICS Insurance Requirements
1. Professional Indemnity Insurance:
o RICS Requirement: Members must have adequate PII that reflects the nature and scale of their practice. RICS specifies minimum coverage levels based on turnover and type of work.
o Guidance: RICS provides guidelines on appropriate limits and types of coverage required for different surveying practices.
2. Client Money Protection Insurance (if applicable):
o Requirement: Firms handling client money must have a Client Money Protection scheme in place to safeguard client funds.
o Coverage: Should comply with RICS standards for safeguarding client funds.
How are stakeholders identified?
A review of individuals and organisations, and assessing their interest and influence over a project or instruction.
Explain formal communication systems with clients and stakeholders you are aware of.
Written Proposals and Contracts
Engagement Letters
Meeting Minutes
Progress Reports
Formal Presentations
Email Communication
Surveys and Feedback Forms
Reports and Assessments
How do you establish stakeholder status within a project?
By assessing their interest and their influence over a project.
What KPIs might you agree with a client to monitor performance?
Project Timeline Adherence
Quality of Deliverables
Communication Timing & Effectiveness
Resource Utilisation
Risk Management and Reporting
How do you gather data during the inception stage of a project, including client briefings and site based information?
Site Visit
Desktop Review (Google Earth, Street View)
Ordinance Survey
Policies Map
Planning Register
Historic Environment Record
Land Registry
Previous Surveys
Inception Meetings
Briefings
