Client Care L1-3 Flashcards
WHAT IS CLIENT CARE?
Looking after the clients interests and providing an appropriate level of service to satisfy the clients needs and value for money.
Client care can be provided through:
- Professionalism
- Competence
- Trust
- Reliability
- Punctuality
- Presentation
- Regular communication
- Review of services provided and standard
- KPIs to monitor client satisfaction
- Client Performance Feedback
WHY IS CLIENT CARE IMPORTANT FOR SURVEYING FIRMS?
Repeat business, gained by providing good services to encourage further business / appointments.
Word of mouth, positive and negative.
Excellent client care = less chance of negligence claims arising.
WHAT IS CPF?
Client Performance Feedback.
Gathering and acting on feedback from the client, including:
- Feedback during and after project completion.
- Carried out by independent person.
- Sets standards for the company, identifying areas to improve.
- Open discussions to improve achieving future goals.
- Opportunity to gain further work.
- Carried out every 3-6 months.
HOW WOULD YOU IDENTIFY THE NEEDS OF A CLIENT?
Each client and their needs are different.
Discuss key project deliverables and scope of services required.
Review past CPF to identify areas for improvement.
Review complaints, identify mistakes and best practice methods of working.
WHAT IS A CLIENT BRIEF?
The purpose is to provide a firm foundation for the project team to discuss, specify and create a detailed design via confirmation of a formal statement of objectives.
The objectives for functional and operational requirements of the finished project.
PLEASE PROVIDE AN EXAMPLE OF YOUR CLIENT CARE & EMPATHY SKILLS?
Despite working on multiple projects, always try to ensure I prioritise each client’s needs accordingly.
Approach each client and project as if this is the only commission I am working on.
Through organisation and communication, meet the deliverables of each client in the agreed timeframe and ensure the work is to a high standard.
WHEN SHOULD YOU DECLINE AN INSTRUCTION OF NEW WORK FROM A CLIENT?
If there is a Conflict of Interest.
If the work is outside of my skillset.
If the work is unlawful.
If my company does not have the resource to undertake the works.
If my appointment would not be in the clients best interest.
WHAT DO YOU NEED TO CONSIDER WHEN PREPARING A FEE PROPOSAL?
Follow my firms procedure for drafting a fee proposal:
- Find out the clients requirements, confirm if this is a service we can provide.
- A bid or no bid form is populated to identify is this is suitable for the business with the risks involved.
- Gain sign off depending on the fee value prior to submission.
WHAT MAKES UP A FEE PROPOSAL?
- Executive Summary inc. reference to Scope of Services
- Identification of the Client’s needs & key deliverables
- Identification and analysis of Project Issues
- Communicate the Key Benefits for the client
- Reference relevant experience
- Condition of Engagement
- An Organogram
- Methodology
- Supporting CV’s
- Proposed fees
- Project programme
- Sub-consultants to be appointed
- Quality Assurance procedures
HOW WOULD YOU LIMIT THE RISK OF WORKING WITH A CLIENT WHO MAY BE FINANCIALLY UNSTABLE?
Undertake a screening process to check the client’s finances:
- Search on Companies House to view their accounts
- A Dun & Bradsheet or credit check
- Internet search for additional info and check their reliability
IF YOUR CLIENT ASKED YOU TO LOWER YOUR FEES BECAUSE OF THEIR LIMITED FUNDING, WHAT WOULD YOU DO?
The client would need to pay the funds requested for the level of service required, or reduce the scope of works involved.
HOW WOULD YOU CALCULATE A FEE PROPOSAL?
Review the level of work required based on the level of information available.
Calculate the time and number of people required to undertake the works, multiplying it by an hourly rate adding a suitable over heads and profit allowance.
WHAT IS YOUR COMPANY’S PROCEDURE FOR CLIENT FEEDBACK?
I look to gain informal feedback through verbal and email confirmation day-to-day.
Undertake formal project reviews on a quarterly basis.
Undertake satisfaction questionnaires at the end of each project.
WHAT IS YOUR COMPANY’S COMPLAINT HANDLING PROCEDURE?
RICS specifies 2 stages as a minimum:
1. Complaint is reported to a Senior Member of the firm or their designated complaints handler.
2. If not resolved, referred to the independent redress mechanism.
The person is invited to submit a complaint in writing to our designated complaints handler who will investigate the complaint with all parties involved and advise the complainant of any action taken within 21 days.
If not satisfied, the complaint is escalated to the Regional Managing Director who will take action and respond within 21 days.
If not satisfied, the matter can be escalated to RICS independent redress mechanism.
HOW DO YOU IDENTIFY YOUR CLIENTS NEEDS AND EXPECTATIONS?
Question and listen to the clients key challenges and issues they are facing, as well as the goals and objectives they intend to achieve.
Use client briefing checklists.
When inadequate information is provided, I approach the client to gain clarification on their specific requirements.
