Client Care - L1 Flashcards
Why is it important to develop long term client relationships?
- Sustains business
- Limits need to find new clients
- Develop increasingly productive work / output knowing the client’s requirements
Tell me about the different stakeholders you have come across in your role.
- Berkeley Group Board
- Local Planning Authority
- Greater London Authority
- Transport for London
- Historic England
- Local community
Tell me about how you have tailored your client care to one of these stakeholders.
Berkeley Group Board
* Key strategic information
* Identify risks and opportunities
* Why does it conform with the business plan
* Concise reporting and include recommendations on how to proceed
Why is it important to you to set objectives?
- Short term it focuses the output of work
- Medium term it enables distribution of work load between the team and to plan resources
- Long term enables planning of work experience to achieve progression goals
Tell me about your duty of care towards your clients.
- Duty of care exists to clients and third parties to use ‘reasonable care and skill’
- If the duty of care is breached there is a potential loss or claim for damages available
How do you set fees?
- Not in a fee calculating position
- Fees should avoid price fixing, fee cutting or collusion
- Fee should be market based and ad hoc
- Enter fee negotiation only after submitting my initial fee and may vary initial scope of services
- Remember RICS Rules of Conduct
How have you used standard forms of appointment?
- Select standard form appointment based on fee, scope of works, likelihood of additional services
- Use template form appointment
- Amendments varied on request and approved by FD or Berkeley Group legal
What mechanisms are contained within an appointment document?
- Scope of services
- Fee / remuneration
- Payment terms
- Extent of PII
- Confidentiality
- Prevention of assignment / sub-letting
What insurance requirements are you aware of (both legal and RICS)?
Obligations of Firms: Firms must ensure that all previous and current professional work is covered by adequate and appropriate PII that meets the standards of the RICS
How are stakeholders identified?
Key stakeholders are central to the project i.e. LPA, GLA, local community
How do you establish their status within a project?
- Bromley by Bow - LPA, GLA, HE through pre-application meetings
- Bromley by Bow - local community through public consultations
Explain formal communication systems with clients and stakeholders you are aware of.
- Pre-app discussions
- Board meetings
- Engagement workshops
What KPIs might you agree with a client to monitor performance?
- Timely delivery of information
- Fee expenditure
How do you gather data during the inception stage of a project, including client briefings and site based information?
- Pre-start meetings are critical
- Express desire for clear briefings documents
- Confirm extent of available information / review available information before starting
What is the definition of a Key Performance Indicator (KPI)?
A quantifiable measure of performance over time for a specific objective
