Client Care Flashcards
What is Client Care?
The identification of your Clients and the continuous process of understanding their needs, feedback and behaviour in order to conduct yourself in a way that improves the relationship.
Why is Client Care so important for surveying firms?
Many surveying firms operate based on repeat business from existing clients, so good client care is key.
‘You are only as good as your last job’.
Additionally, providing excellent client care can also reduce the potential for negligence claims.
Please explain your understanding of Client Performance Feedback?
Client performance feedback is the process of gathering and acting on feedback from the client.
Involves gathering feedback during and after project completion. The feedback sets standards and identifies areas for improvement.
It encourages open discussions with the client to ensure satisfactory service and provides an opportunity for repeat business.
How would you identify the needs of a client?
Holding planning workshops to understand the client’s and the project’s needs and priorities.
Items to cover would include project key deliverables and the scope of services required.
What is the purpose of a Client Brief?
The purpose of the client brief is to provide a firm foundation for the initiation of the project.
It is a formal statement of the objectives and functional and operational requirements of the finished project.
Please provide an example of your client care skills?
As per my Case Study, a key part of the process I followed was holding a workshop with the client to understand their priorities for that particular project.
Additionally I always work to deliver ahead of agreed deadlines and make myself available to action short notice asks urgently.
When should you decline an instruction of new work from a client?
- Conflict of interest
- Appointment not in the clients’ best interests
- Firm unable to resource job
- Project is outside of my skillset
- Work in question is unlawful
What do you need to consider when preparing a fee bid?
- Client’s requirements
- Ability of the business to provide the required service
- Risks to the business
- Internal sign off
How do you handle client’s sensitive data?
Do you treat all clients the same regardless of whether they are seasoned construction professionals or whether its their first project?
No, I would adjust my behaviour and expectations to suit my client’s experience.
How would you limit the risk of working with a client who may be financially unstable?
Screening process:
*1) Dun & Bradstreet credit check
*2) Company search (Account information from Companies House)
*3) Internet search (Client website for additional information judgement on reliability)
What processes need to be in place for handling clients money?
- Client must always have access to funds
- Client money must be kept separate and clearly identifiable included ‘client’ in account name
- Interest on the account must be agreed with the client
- Must not be overdrawn
- Controls in place to keep funds secure
- Competent and knowledgeable staff to process clients’ money with cover provided for long term absence.
- Drawdowns and reimbursements must be communicated via an account ledger
