Client Care (L2) Flashcards
What is meant by the term ‘Client Care’?
A continuous process of understanding Clients requirements, suggestions, complaints etc and analysing to enhance service delivery.
Why is client care important?
To retain existing clients and secure repeat business
Develop a reputation and attract further clients
Reduce the likelihood of conflict
How do you build trust with your Clients?
I never give advice outside my scope of competence
I always act in a professional manner
I always provide a high level of service
I’m transparent, open and honest
I deliver against my commitments
What is the difference between a client and a customer?
A protective, ongoing business relationship is formed with a client, but not necessarily a customer
How do you conduct yourself when interacting with Clients?
I’m well mannered and presentable
I’m always respectful
I adopt a friendly and enthusiastic approach
I look to understand their requirements and deliver against them
What is a project stakeholder?
A person or organisation who has an interest in the project
What is the term ‘soft landings’ referring to?
A strategy to ensure the transition from construction to occupation is ‘bump-free’ and operational performance is optimised
Please detail some of the QMS implemented on your projects?
Contractor payment schedules
Project execution plans
Utilisation of standard forms of contract
What is a lesson learnt workshop?
A process to review recent failure or success on a project
The purpose is to share learning for the benefit of future projects
What is your company’s procedure for obtaining formal client feedback?
Client satisfaction surveys are issued at key stages in the project.
What are KPI’s?
Key performance indicators
They can be used to measure a company’s performance against a set of agreed targets.
Can you provide examples of a KPI that might be used in construction?
Number of defects / snags
Construction cost overrun
Achievement of programme milestones
Health and safety scores
Environmental scoring
Use of local labour
Why is it important to maintain existing client relationships rather than just building new ones?
Maintaining and building existing relationships will promote a positive image for the company.
What is a complaint?
An expression of dissatisfaction.
You receive a formal written complaint from a client, at what point should your firm notify the insurance company?
As soon as possible
How would you deal with a formal Client complaint?
Acknowledge receipt of the complaint
Notify the firms complaints handling manager
Appoint a person to carry out an investigation
Identify the outcome and course of action to resolve
Formally respond to the client, communicating the course of action.
Inform the PI insurers at each stage of the process
Are you aware of any RICS guidance in association with complaints handling?
Complaints handling - 1st edition, July 2016
How can complaints be avoided in the first instance?
Setting out clear expectations in the scope of service and appointment documents
Clear communication with client and project stakeholders
Ensure there is documented records
Follow company procedures and policies
Follow RICS standards, professional statements and guidance
Has RICS published any information on handling clients money?
Client Money Handling - Professional Standard 1 Edition
What are the objectives of the Client Money Handling Professional Standard?
To provide clear rules for RICS regulated firms and members to have the appropriate controls and procedures to keep client money safe.
It provides confidence to clients and consumers that RICS regulated firms are operating to high professional standards.
What are some of the key requirements identified in the Client Money Handling Professional Standard?
Client account requirements
Appropriate accounting controls
The information that firms must provide to clients
How to handle client money including rules for managing any unidentified funds
What is the definition of ‘client money’ as noted in the professional standard?
Money of any currency that an RICS regulated firm holds for or receives on behalf of another person and is not immediately due and payable on demand to the RICS regulated firm for its own account.
What sort of information would you expect to see in a clients brief for a professional appointment?
Details of the project and professional services required
Insurances required
Terms of appointment
Expected duration of the appointment
Client procedures and policies
Key drivers for success
What information might be included in a consultant’s fee proposal for professional services?
Scope of service
Terms of appointment
Basis of pricing and fee
Information on the proposed team including CV’s / qualifications
Project details (timescales / location)
Insurances
Exclusions
Assumptions
Once you and your client verbally agree the services to be provided, what would you do next?
Follow up in writing to confirm terms & conditions, fee and scope of services
What is a consultant appointment document?
Terms and conditions for services being provided by a consultant to the client.
RICS has a standard form of consultant appointment if the business does not have their own.
How would you go about calculating professional fees for a new commission?
Understand client and project requirements
Identify the seniority and amount of resource required
Assess the duration required to complete the activities
Apply a daily or hourly rate against each activity
Review the total fee as a percentage against the total project budget
Assuming you put together a fee proposal, then realise you underestimated the resource needed, would you ask for more fees?
If the project requirements had increased, it would be reasonable for the fees to increase also.
If the scope remained the same, it was likely a mistake, I would deal with the situation and get it right next time.
I would ensure the level of service originally offered was not reduced or diluted because the original fee calculation was underestimated.
Could there be any issues with all professional services being delivered by one consultancy practice?
Individuals may find it harder to critique or challenge colleagues from the same company.
There may be a perceived or actual conflict of interest
There are advantages too, if the team are from the same practice, they will likely be more time efficient.
The client contacts you and asks you to reduce your fee, what would you do?
I would explain how the fee was calculated and the necessary resources to meet their requirements, this would provide context and ultimately justification for the fees submitted.
I would avoid comparing the fee to the competing firm’s proposal.
If the client were looking for an overall lower fee, I would be happy to reduce the scope of service to identify potential areas where scope could be reduced to achieve a lower fee.
On what grounds may a consultant be due additional fee?
Events such as:
Contractor Insolvency
Delay to the programme
Increased scope of service
Changes to the project brief
Increased project budget
When would it be appropriate to decline new work from a client?
If there is a conflict or potential conflict of interest
The appointment may require an illegal or unethical action
There is conflict with RICS rules or standards
The scope is outside the competence of the practice
