Client Care (level 3) Flashcards
What would you include in a Client Proposal?
Engagement letter Client details Description/scope/location/dates Definitions/disclosures/GDPR Programme Fees T&Cs PII Complaints Handling Signatories
How would you deal with a client complaint?
Acknowledge complaint
Inform insurers
Respond within 28 days with resolution
If client is still dissatisfied refer to a redress mechanism
What behaviours should you exhibit to a client?
Smart and professional Good communication Respect Listen Keep good records Be honest and understand limitations Good response times Punctuality
What status is the RICS ‘Client Money Handling’ document?
Professional Statement (1st Ed dated Oct 2019)
What is the RICS Client Money Protection Scheme?
Provides protection as a last resort in instance where a regulated firm is unable to repay a clients money, up to the limits and exceptions set out in the scheme rules
RICS Regulated firms that hold clients money must ensure that they are registered with the appropriate scheme
Under the RICS Client Money Protection Scheme what must the firm do with regards to Client Money?
Have and comply with the written procedures for handling client money
Publish a copy of their procedures for the client handling to any person who may require a copy, free of charge
Keep records and accounts that show dealings with client money
Hold and maintain PII cover that is appropriate
Hold all client money in a client account
Do not go overdrawn
Ensure accounts include ‘client’ in the title
Ensure money is immediately available
What information must regulated firms provide to clients?
Confirm money will be held in a client money account, including the bank details
Advise client who pay fees in advance that this is not covered by the Client Money Protection Scheme
Disclosure of all commissions earned by the firm while managing their property
How unidentified funds are dealt with
A copy of the firms written procedures for handling client money.
Customer / Client Care – What is the Importance of Client Care to Business?
The majority of work is developed through repeat business from existing clients.
Therefore it is important not only for the client to achieve his requirements for the
substantial amount of money paid, but also for the company providing a service to ensure repeat businesses from existing & new clients. Word of mouth from a happy client can result in further work. However, a dissatisfied client can be very damaging
as rumors spread quickly. Reduce potential for negligence claims & protect PI
How would you identify the needs of a client?
Client Account Planning Sessions.
Each client & project is different & needs to be assessed on won merits: 1)
Discussions regarding project, key deliverables & scope of services required 2)
Review past CPF scores & identify key areas (good & bad) 3) Review any complaints
/ bouquet letters to identify mistakes / best practice
What is a Client Brief?
The purpose of the project brief is to provide a firm foundation for the initiation of the
project. It is a formal statement of the objectives and functional and operational
requirements of the finished project.
It should be in sufficient detail to enable the integrated project team to execute the
specification and detailed design of the work and is therefore an essential reference
for the team.
When should you decline an instruction of new work from a client?
1) If there is a Conflict of Interest
2) Not in clients interest - you can’t resource the job
3) Illegal
What do you need to consider when using preparing a fee bid?
? Kiers procedure?
What makes up a fee proposal/Fee bid?
1) Executive Summary - Scope / Solution / ECH
2) Client needs / drivers
3) Project issues
4) Benefits for clients / experience
5) Conditions of engagement / T&Cs
6) Methodology / organisation
7) Proposed fees (supported by CVs / interviews / programme of deliverables / sub
consultants / questionnaires / QA procedures)
How would you limit the risk of working with a client who may be financially unstable?
Screening process -
1) Dun & Bradstreet credit check
2) Company search (Account information from Companies House)
3) Internet search (Client website for additional information - judgement on reliability)
If your client asked you to lower your fees because of their limited
funding, what would you do?
The client would have to pay the required price for the level of service required or reduce the scope of works involved.
How would you calculate a fee proposal?
I would review the work involved with the commission based on the level of information available & calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate, adding a suitable allowance for
OH&P
What is your company’s procedure for complaint handling?
?
How do you identify your client’s needs and expectations?
Ask questions and listen to the client; use client’s briefing checklists where
applicable.
Make sure that you receive a comprehensive project brief.
Carry out regular project reviews and seek continuous feedback.
Refer to previous satisfaction surveys completed by this client if applicable.
Understand who are the key influencers and decision makers beyond the individual
we are dealing with.
How do you establish trust?
Be transparent
Be honest at all times
Learn about your client and their objectives
Only act within your level of competencies
Always act in a professional manner
Always provide a high level of service
How do you encourage repeat business?
Provide high level of services and customer care during projects
Obtain feedback and act on it
Deal with complaints honestly and effectively
Keep in touch with clients when we have no live project with them
Organise business development activities such as social events or CPD’s
