Client Care Flashcards
Why is client care important?
Offering excellent client care will likely lead to retain client, obtain new clients/business, promotes trust in the profession, likely to avoid PII claims and complaints
What are some of the principles of client care?
*Identify new and existing clients
*Understand the different types and their needs
*Collect feedback
*Implement complaints handling procedure
*Act in accordance with the RoC
Why is important to define the scope of a project in the ToE?
To ensure everyone has the same expectations and understanding of what will be provided, helps avoid future conflicts
What would you do if you had a complaint issued against you?
*Acknowledge the complaint with the client
*Ask for it in writing
*Issue a copy of the CHP for reference
*Inform senior colleagues or designated complaints handler
*If necessary notify PII insurers
What is a complaint and why is it important?
*A statement that identifies piece of work/situation that is unsatisfactory
*RICS required complaints to be handled in line with CHP
*Complaints can lead to loss of clients, reputational damage and PII claims
What is meant by duty of care?
Ensure another party does not suffer a loss that can arise as a result of a breach of contractual obligations or negligence
How would you conduct yourself with a new client?
Friendly, engaging, enthusiastic, well presented, polite, respectful
How do you measure you clients satisfaction
*Ask for feedback throughout project
*Regular communications
*Performance reviews at key milestone
*Lessons learnt following completion
What are KPI’s?
*Key Performance Indicators, measurable value used to assess success at reaching targets
* High level - overall business performance
*Low level - procedures in specific departments/individuals
Why is it important to fully understand the clients objectives?
Allows you to establish the clients needs, manage expectations, increased satisfaction, enable strong client relationships
Why do you owe a duty of care to all clients?
It is a legal and ethical requirement to provide professional services with reasonable skill and care
Prior to working a new client what checks would you undertake?
*Ensure competence
*Conflict check
*Anti money laundering check
*Ensure sufficient PII in place
*Formalise ToE
How do you adapt your approach to suit the needs of different clients?
I adapt my approach by first understanding the client’s specific goals, communication preferences, and priorities. For instance, some clients prefer detailed reports, while others appreciate concise updates during meetings. This tailored approach ensures effective communication and strong relationships.
What specific strategies do you use to manage client expectations?
I manage expectations by being transparent about timelines, challenges, and deliverables from the outset. Regular updates, combined with clear explanations of any changes or delays, help keep clients informed and reassured.
Can you give an example of how you handled a situation where a client had shifting or unclear requirements?
In the Davinci Redevelopment, the potential customers’ requirements evolved mid-project. To address this, I arranged a meeting to clarify their new priorities and assess the impact on the project. We revised the brief accordingly and communicated how the changes would affect timelines and deliverables. This ensured alignment and avoided misunderstandings.
How do you ensure clear and regular communication with stakeholders in high-pressure projects?
We use structured monthly reporting documents that are fed into by various departments, these include high level traffic light summaries on key deliverables to allow for a quick review, followed by a more in depth update. We also make sure any ad hoc changes/decisions needed are captured in an email summary or hold a meeting.
Can you elaborate on the specific challenges faced during the DaVinci project and how you overcame them?
Tight timescale for delivering the project - to overcome this, we ensured that the initial briefing document was comprehensive and detailed, allowing everyone involved to understand the objectives and constraints clearly. Regular meetings were held with key stakeholders to address any potential bottlenecks early on and to keep the project on track
How did you ensure that tight timescales for the DaVinci redevelopment did not compromise quality?
We maintained quality by adhering to a structured workflow with the wider project team. Each team member had defined responsibilities, and tasks were prioritised based on deadlines and importance. Frequent check-ins allowed us to review progress, resolve issues promptly, and ensure deliverables met the required standards.
What steps did you take to develop a clear briefing document for the DaVinci project?
The briefing document was developed by consulting with all key stakeholders to gather their input and expectations. We clearly defined the scope, timeline, deliverables, and potential risks. This ensured alignment and provided a reference point throughout the project.
How did you prioritise tasks to meet deadlines on tight schedules?
Tasks were prioritised based on their impact on the overall project timeline and deliverables. High-impact tasks with tight deadlines were addressed first, while less critical tasks were scheduled later. This approach ensured that key milestones were achieved on time.
How do you structure your monthly reports to ensure they are effective for keeping clients informed?
Monthly reports provide an update on work done in the reporting period, key time frames vs the business plan, latest financial position vs business plan, commercial update, latest visuals to date and month previous, key challenges, decisions needed, latest appraisal update, summary traffic light table highlighting all area
How are progress meetings structured to provide an update on objectives?
A high level summary is provided through a visual presentation to highlight key updates and potential areas of concern. These focus on financial updates and commercial updates. We also include any challenges/issues that need decision making in the progress meeting.
