Client Care Flashcards
What is client care?
The principle of client care is looking after a clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieved VfM
How can client care be provided?
Professionalism
Competence
Punctuality
Trust
Reliability
Presentation
Regular communication
Review of services provided and standard
KPIs to monitor client satisfaction
Client Performance Feedback
Why is client care important?
Majority of work is developed through repeat business from existing clients or recommendations from clients
Important not only for the client to achieve their requirements but also for the company to encourage repeat business where possible
Dissatisfied Clients can be very damaging as negative feedback and experiences can spread quickly
Providing excellent client care can also reduce the potential for negligence claims to arise
What is CPF?
Client Performance Feedback
Process of gathering and acting on feedback from the client
Gathering feedback during and after completion
Usually carried out by an independent person
Feedback sets the standards for the company and identifies areas for improvement
Encourages open discussions with the client to ensure satisfactory service is delivered and that goals are achieved
Provides an opportunity to gain future work for the company
CPF is usually carried out at regular intervals to ensure any problems can be identified and rectified as early as possible
How would you identify the needs of a client?
Look to achieve this by holding Client Account Planning Sessions
Each client & project is different and their needs would be assessed on their own merit
Achieved by:
- Holding discussions regarding project key deliverables & scope of services required
- Reviewing past CPF scores & identifying key areas for improvement
- Reviewing any complaints to identify mistakes and best practice methods of working
What is a Client Brief?
Formal statement of objectives and functional and operational requirements of the finished project
Purpose is to provide a firm foundation for the initiation of the project
It should be sufficient in detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference for the team
When should you decline an instruction of new work for a client?
If there is a Conflict of Interest
If the appointment would not be in the clients’ best interests
My firm may not be able to resource the job adequately
If the project is outside of my skillset
If the work was unlawful
What do you need to consider when preparing a fee bid?
Finding out what the clients’ requirements are and identifying whether this is a service that we provide
A bid or no bid form is populated to identify if this is suitable for the business by considering the risks involved
There are varying levels of sign off depending on fee value prior to submission
What makes up a fee bid proposal?
The Executive Summary including a reference to the Scope & Solution
Identification of the Clients’ needs and key deliverables
Identification & analysis of project issues
Communication of key Benefits for the Client
References to relevant experience
The Conditions of engagement
A methodology
An organogram
The proposed fees
Supporting CVs
References to the project programme
Identification of subconsultants
A list of quality assurance procedures
How would you limit the risk of working with a client who may be financially unstable?
I would use a screening process to check the clients’ finances - could include:
A company search using the Companies House website to obtain their account information
A Dun & Bradstreet or credit safe credit check
An internet search using their website for additional information and to make a judgement on their reliability
If a client asked you to lower your fees because of their limited funding, what would you do?
The client would have to pay the required price for the level of service required or reduce the scope of works involved
How would you calculate a fee proposal?
Review the work involved with the commission based on the level of information available
I would calculate the time & number of individuals required to undertake the work & multiply it by the hourly rate adding a suitable allowance for overheads and profits
What is your company’s procedure for clients’ feedback?
We undertake formal project reviews with the client every two months
In my day to day involvement with the client I look to obtain regular informal feedback through verbal and email communication
We ka satisfaction survey questionnaire at the end of each project.
What is your company’s procedure for complaint handling?
RICS specifies 2 stages as a minimum
Stage 1 - The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler
Stage 2 - If the complaint cannot be resolved this is referred to the independent redress mechanism
The person is invited to make a complaint in writing which will be investigated by the designated complaints handler and they will advise the complainant of any action taken within 21 days
If the complainant is not satisfied the complaint can be escalated to the RICS independent redress mechanism
How do you identify your client’s needs and expectations?
I am always sure to ask questions and listen to the client on key challenges and issues they are facing
I also use client’s briefing checklists where applicable
If I do not have an adequate brief from the client and in these instances I am sure to ask for further clarification on their specific requirements
How do you establish trust?
I am transparent and honest about my actions at all times
I learn about my client and their long term objectives in addition to key challenges they are facing
I only act inside the parameters of my level of expertise and competence
I always act in a professional manner
I always provide a high level of service
How do you encourage repeat business?
I provide high levels of service and customer care during projects
I regularly obtain feedback and act on it
By dealing with complaints honestly and effectively
Through keeping in touch with clients even when we have no live projects with them
Organising business development activities such as social events or CPDs
What are the advantages / disadvantages of working from a client’s office?
+ quicker and clearer lines of communication
+ A better understanding of the client’s culture, needs and expectations can be determined
- Loss of technical support from colleagues and a possible isolation from my own organisations culture
