Client Care Flashcards
What is client care?
The process of identifying clients behaviours to build a rapport to understand and analyse their needs and establish a good relationship.
Why is client care important?
- Helps to provide a good and diligent service.
- Maintain client relationships.
- Maintain a good reputation.
- Promotes trust in the industry.
- Reduce negetive feedback and negligence claims.
How would you determine your client’s needs?
- Know their business/position.
- Listen to what they are asking for.
- Ask them questions to expand your understanding.
- Use your understanding and knowledge and experience to identify the right options.
What is a client brief?
A recorded document that sets out the clients key objectives for a project, so that the project team can ensure stay aligned with the targets.
What is client empathy?
Understanding the underlying needs and feelings of customers. It puts things into context by viewing things from their perspective.
How do you ensure the brief is accurate to the clients needs?
Due diligence should be carried out during calls, meetings or over email before a brief is finalised.
What needs to be considered when preparing a fee quotation?
Scope of service
Terms of payment
Complaints handling procedure
Property details
Client details
Limitations
Exclusions
When taking on an appointment, what do you need to consider?
Am I fully competent to take on this appointment. Will additional internal or external assistance be required to complete the service to the required level.
What should be included in the Terms of Engagement?
- The identity of the client.
- The surveyor responsible and their qualifications.
- The scope and nature of the work.
- Any limitations and third party reliance.
- Data protection policy.
- Due diligence undertaken.
- Timeframe for delivery.
- Fee basis.
- A reference to the Complaints handling procedure.
- Any conflicts of interest.
How does the type of client change how you manage a project and the relationship with them?
Each client will have different needs and expectations. By getting to know the client dueing the initial due diligence stage, will help to understand their needs and expectations.
Have you ever advised a friend or neighbour ?
No I have not.
If I was apporached by a friend or neighbour for advice, I would explain that they would have to follow the normal procedure with official engagement, as I cannot provide advice that I may not be insured for.
Depending on the circumstance, I would also have be sure to check that any appointment would not be conflict of interest.
How do you assist a client with making decisions?
- Provide the client with as much information as possile on the options available.
- Provide simple advantages and disadvantages to the available options.
- Provide a professional recommendation.
- Allow the client time to digest the information and assist with any queries.
How do you prepare a project brief?
- Identify clients objectives
- Identify project requirements
- Critical success factors
- Expected outcomes (quality)
- Resource the client has vailable (Cost)
- Timescales
- Budget
(Project brief – first stage in the process of defining client’s requirements)
How have you measured your clients satisfaction following works ?
I ask clients to fill out a feedback form based on my performance and their expereince. I also ask clients to leave reviews online.
What or who is stakeholder ?
A stakeholder is a party that has an interest in a company and can either affect or be affected by the business. The primary stakeholders in a typical corporation are its owners, investors, employees, customers, and suppliers.
How would you address negative feedback?
I would first ask the client to clarify why they felt dissatisfied. I would then try to understand this from their point of view.
I would try to understand if there was an opportunity to make things right so their experience would be changed for the better.
What is your firms Complaints Handling Procedure?
Our CHP has two stages.
Stage one of the CHP gives a senior member of staff the opportunity to review and consider your complaint in full.
We will contact the client to try and resolve the complaint to their satisfaction.
If that is not possible, they can progress to stage two.
Stage two gives the client the opportunity to have the complaint reviewed and considered by an independent Alternative Dispute Resolution (ADR) provider, approved by RICS.
If a complaint enters stage two, we would notify out PI Insurer.
What are the principles of Client Care?
The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships, Identifying client key drivers for projects and good Communication.