Client Care L1 to L2 - SoE Qs Flashcards
What is Client Care?
Looking after the Clients’ best interests and providing an appropriate level of service that satisfies Client needs.
Why is Client Care important for your company?
- Majority of work is developed through repeat business.
- Client satisfaction = positive testimonials.
- Reduce the potential for negligence claims.
How are fees established?
- Clients requirements
- Scope of work (Type of build, value, programme, design)
- Time & resource required multiplied by hourly or day rate.
What would you do if a project was costing considerably more in your resource than anticipated?
Review fee proposal to determine if the issue is related to scope increase by the client or did the initial fee proposal underestimate the resource required.
If the resource was incorrectly calculated at fee stage I would continue delivery of the works and ensure there is no reduction in the delivery of the service.
I would take this as a lesson learnt situation and ensure when forecasting resource next time I clearly understand what is required.
How do you manage clients expectations?
Being open and honest at all times.
Agreeing a strategy with achievable goals and timelines.
Being transparent.
Give me an example of some KPIs you’ve used or been judged on?
Upon completion of projects - clients are issued with questionnaires which allows clients to rate the delivery of service provided by my company and myself.
This also allows clients to express areas of service delivery which can be improved.
Can you advise what you understand good client care to be?
I understand good client care to represent the following things:
- Effective QA Procedures
- Client Satisfaction Surveys
- Having appropriate CHP’s in place
- Outlining the Scope of Service
- Regular Communication
What is in a fee proposal?
• A scope of service document
• Terms of appointment
• T&Cs
• Organisational chart
• Relevant experience
• The fee
• Level of PIl
• Exclusions
What are the minimum limit of indemnity compared to turnover?
Each and every claim basis or aggregate plus unlimited round the clock reinstatement basis.
- Turnover £100k or less = £250k
- Turnover £100k to £200k = £500k
- Turnover £200k or more = £1m
What is maximum level of uninsured excess?
- PII limit £10m or less = the greater of 2.5% of the sum insured, or £10k
- PII limit £10m or above = No limit set
What would you do if you had undervalued your fee proposal?
If the scope of service had remained the same then we would have to bear the cost of the undervalue.
If the scope of service had increased then I would request additional fees.
Using a project example, can you advise how you have effectively managed relationships?
On the Great John Street Hotel project I developed a good working relationship with the client and this led to repeat work being awarded with the Great John Street Hotel project.
What is a complaint?
Expression of dissatisfaction.
What is G&T’s complaint handling procedure?
Complaint raised to key client contact in writing.
Complaint is to be acknowledged by key client contact within 7 days.
If client is still not happy the matter will then be referred to the project lead who will conduct their own review and inform the client of the conclusion within 28 days.
If client still remains unhappy an attempt to resolve the issue will be made via third party redress.
What is G&T’s third party redress provider?
CEDR - Centre for Effective Dispute Resolution
Or
RICS dispute resolution service
When would you inform your insurers if you received a complaint?
As soon as I had received the complaint
What is meant by Client’s money?
Money that:
an RICS-regulated firm holds for or receives on behalf of another person, including money held by a regulated firm as stakeholder and
is not immediately due and payable on demand to the RICS-regulated firm for its own account,
excluding fees paid in advance for professional work agreed to be performed, and clearly identifiable as such,
What types of client money accounts are available?
General account - holds money for more than one client.
Discrete account - single named client.
What is the RICS Money Protection Scheme?
RICS-regulated UK firms that hold client money must therefore ensure that they are registered with the appropriate RICS scheme.
Provides protection, as a last resort, in instances where an RICS Regulated firm is unable to repay a client’s money, up to the limits and exceptions set out in the scheme rules.
This is provided through RICS insurance policy.
What is the purpose of joint names on a client account?
Dual authorisation required for added protection.
How would you approach having to deliver bad news to a client?
If I had to deliver bad news to a client, I would ensure that had prepared for the conversation.
would ensure that I was empathetic and understanding of the situation.
I would make sure that I understood what the outcome of the conversation needed to be.
What is a stakeholder?
A stakeholder is a person or organisation that has an interest in the project.
What can you do as an individual that shows good client care?
Ensure that I communicate effectively and regularly with the client.
Undertake my contractual duties within the appropriate time frames i.e. undertake interim valuations and financial statements.
Make the client aware of our CHP.
Issue client satisfaction surveys at relevant intervals to receive applicable feedback on areas to improve to feedback to the team.
What do you understand by the term duty of care?
Ensure that another party does not suffer unreasonable harm or loss.
