Client Care Flashcards
What is Client Care?
The continuous process of meeting client requirements.
What is a stakeholder?
Anyone who has an interest in a project.
How do you personally build trust with a client?
- Delivering a good service meeting the scope of service
- Constant communication
What are soft landings?
The process of transitioning from one stage to another.
Can you provide some examples of your own quality management?
- QA checking documents before issue
- Following standard forms and templates
- Director audits and CDA
What is the purpose of a lessons learnt workshop?
To review what has gone well and how that can continue going forward and also what didn’t go so well and how to improve on future projects.
How do T&T gain client feedback?
Issue a client care survey bi-annually with the following questions;
- What we do well?
- What we could do better?
- If they would recommend us?
- Happy with personnel
- Score out of 10
How would you act upon negative client feedback?
- Review
- Put in an action plan with dates
- Continue to monitor
- Act as necessary
What are Key Performance Indicators (KPI’s)
- Used as a benchmark to target performance e.g. submit deliverables on time, costs, H&S, quality on site (snags - number and speed at closing out)
What is a complaint?
A formal expression of dissatisfaction with something.
What is your organisations Complaints Handling Procedure?
- Immediately on receipt of the complain, its nature is discussed by the Commission Manager and Director concerned and;
- a precautionary notice is completed
- a Corrective Action Record (CAR) identifying the problem, action to resolve the problem, and date by which the action is undertaken is completed and signed by both parties.
- Feedback is taken from the client to see if resolved.
- If not meeting between client and director to agree further action.
- If client not satisfied raised with regional MD.
- If still unsatisfied then raised with CEO
- Finally it can be referred to the ADR method included within the contract between T&T and the client.
What is the RICS guidance on timescales for resolving a complaint?
- RICS states 28.
- T&T policy is 7 days for initial response and 21 days for resolution.
When do you make your Client aware of complaints handling procedure?
- Within the terms of appointment
- CHP itself issued on receipt of complaint
What is meant by Clients’ money?
Money held or received by a company on behalf of a client.
What is an escrow account?
- A holding account for a specific project to ensure funds are available for the project and can be drawn down from.
What would you expect to see in a Client’s brief?
- Services that are required
- Length of appointment
- Insurances required under appointment
What would you expect to see in an appointment document?
- Project details
- Scope of service
- Timescales
- Insurances
- Exclusions
- Fee and draw down schedule
- Dispute clauses
- Determination clauses
Under what circumstances would you request additional fees from a Client?
- If additional scope was required
- Prolongation
What would you do if your Client asked you to reduce the fee included in a proposal?
- Unable to reduce as the fee provided has been provided for the service requested.
How would you calculate a fee proposal?
- Consider scope of service
- Team required
- Based on time charge or fee %
What factors must you consider to ensure you provide good client care?
- Assessing own strengths and weaknesses.
- Understanding clients objectives and requirements.
- Ensuring you are professional and competent to deliver requirements.
- Do not act outside of scope.
- Gain regular feedback from your clients.
- Hold lessons learnt workshops.
Why is client care important?
- Retains clients/repeat business
- Attract new clients
- Build reputation
- Reduce conflict
- Promotes best practice
How would you advise an inexperienced client?
Understand their priorities and drivers in terms of time, cost and quality and advise accordingly.
