Client Care - L2 Flashcards
In your view, what is meant by the term ‘Client Care’?
A continuous process of understanding client’s requirements, suggestions, complaints etc and analysing to enhance service delivery. This can include:-
- Understanding client needs and requirements.
- Complaint handling procedures (CHPs).
- Quality assurance (QA) procedures.
- Key performance indicators (KPIs).
- Client satisfaction questionnaires.
- Understanding and acting in the client’s best interest.
- Client feedback meetings.
- Lessons learned workshops.
- Identifying the appropriate scope of service for the commission.
- Defining the client brief.
Why is client care important?
- To retain existing clients and secure repeat business.
- Reduce the likelihood of conflict.
- Maintain a strong reputation within the industry and attract further clients.
- Delivering the best possible outcome for the cleint/project.
How do you conduct yourself when interacting with your clients?
- I am well mannered and presentable.
- I am always respectful.
- I adopt a friendly and enthusiastic approach.
- I look to understand their requirements to ensure my actions are in my client’s best interest.
How do you build trust with your clients?
- I never try to give advice which is 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 at all times.
- I fulfil my commitments.
- I admit mistakes and correct ethically.
What is the difference between a client and a customer?
Client - One who is under the protection of another.
Customer - One who purchases a commodity or service.
The main difference between a customer and client is that a protective, ongoing business relationship is formed with a client, but not necessarily with a customer.
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 quality management systems (QMS) you have implemented on your projects?
- Project Execution Plans (PEPs).
- Project Control Plans (PCPs).
- Contractor payment schedules
- Using standardised contract administration forms.
- Procedural checklists.
- Reporting templates.
- Following industry guidance and advisory notes.
- Following company policy and procedures.
What is a lesson learnt workshop?
- A lesson learnt workshop is a process to review a recent failure of success on a project.
- The purpose is to put a procedure in place to prevent the failure from happening again or to review the success and share it with other for wider implementation on 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 KPIs?
- Key performance indicators.
- KPIs can be used to measure a company’s or individual’s success versus a set or targets, objectives, or industry peers.
Can you provide examples of KPI that might be used in construction?
- Number of defects / snags
- Construction cost overrun.
- Achieving project milestones.
- Profitability.
- Healthy and Safety scores.
- Environmental scoring.
- Use of local labour.
What is important to maintain existing client relationships rather than just building new ones?
- A large percentage of commissions are secured through repeat business.
- Maintaining and building relationships will promote a positive image for the individual and the company.
What is a complaint?
An expression of dissatisfaction. Complaints generally arise when expectations have not been met.
You receive a formal written complaint from a client, what 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 firm’s complaint handling manager.
- Appoint a person to carry out an investigation.
- Identify the outcome and course of action to rectify.
- Formally respond to the client, communicate outcomes and the course of corrective action.
- If the client is still unhappy, they have the right to refer the dispute to an independent resolution body.
- Communicate the lessons learnt internally and review at a predetermined date in the future.
- Inform the professional indemnity insurers at each stage of the process.
Are you aware of any RICS guidance in association with complaints handling?
Complaint Handling - 1st Edition
How can complaints be avoided in the first instance?
- Setting out clear expectations in the scope of service and appointment documents.
- Communicating clearly and effectively with the client and other project stakeholders.
- Put everything in writing to ensure there is always documented evidence of conversations and agreements (e.g. meeting minutes).
- Follow company procedures and policies (including quality assurance processes).
- Follow RICS Standards, professional statements and guidance.
Has RICS published any information on handling clients’ money?
Client money handling - Professional standard 1st Edition, October 2019
What are the objectives of the Client Money Handling professional standard?
The professional standard provides 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?
The professional standard provides clear requirements such as:
- Client account requirements.
- Appropriate account 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 (whether in the form of cash, cheque, draft, or electronic transfer) that:
- An RICS-regulated firm holds for or receives on behalf of another person, including money held by a regulated firm stakeholder and,
- Is not immediately due and payable on demand to the RICS-regulated firm for it’s own account.
What sort of information would you expect to see in a client’s brief for a professional appointment?
- Details of the project and professional services required.
- Insurances required.
- Terms of appointment.
- Expected duration for the appointment.
-Client procedures and policies. - Key drivers for success.
What information might 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 CVs and qualifications.
- Project details.
- Timescales.
- Insurances.
- Exclusions.
- Assumptions (programme for example).
Typical Exclusions:
- VAT.
- Disbursements.
- Dealing with claims (fees are usually extra over for this service).
