Client Care Lvl 3 Flashcards
Tell about why it is important to develop long-term client relationships.
Long term client relationships provide a steady and predictable revenue stream. This stability allows businesses to plan more effectively for the future, manage cash flow efficiently, and invest in growth opportunities with greater confidence. Building long-term relationships fosters trust and loyalty.
Tell me about your duty of care towards your clients.
- Understand the clients needs.
- Provide accurate and reliable information.
- Deliver high quality work.
- Effective communication.
How have you defined your scope of services within the limits of your competence and PI insurance?
Yes, we have been requested to undertake building surveys, we make clear that the M&E will be assessed from a building surveyors POV, such as naming what it is, a condition based on appearance. If they want a detailed approach they should get an M&E engineer.
How do you set fees?
Assess time it will take and base on rates, these are direct costs. Consider other expenses such as mileage or administrative costs.
How have you used standard forms of appointment?
ensuring they clearly define scope, fees, and responsibilities. This approach helps manage risks, ensures legal compliance, and fosters clear communication and mutual understanding between parties.
What mechanisms are contained within an appointment document?
- Scope of service
- Roles and responsibilities
- Fee structure and payment terms
- Dispute resolution
- Termination clauses
What insurance requirements are you aware of (both legal and RICS)?
- Professional Indemnity Insurance – Professional negligence
- Public Liability – Damage to third parties or third parties property
- Employers Liability – Employees who are injured or become ill
ERAC Rotherham
Tell me about an example of how you have provided good client care.
When undertaking the Enterprise Rotherham Development, I organised a pre start meeting with the contractor with the client, their risk team, and branch staff. Given the branch was staying open, I wanted the branch staff to be there to understand where they could go during each phase and also ask any questions. This also gave an opportunity for the branch manager to get to know the site foreman so they could contact directly if needs be.
CUT EDGE RATES
Tell me about an example of when you have provided a high standard of service to a client.
When producing a roof report for a client there were significant defects noted. I went above and beyond to contact a specialist for cut edge corrosion rates and provided budget costs for the client. Whilst this wasn’t requested initially, I knew that the client would eventually need this.
Tender with no civils
How have you dealt with unrealistic client expectations?
A client for a new Enterprise development wanted to go out to tender prior to receiving structural and civil designs. I advised that this would be needed as it made up the bulk of the works. Works would not be able to commence without this anyway, so I advised waiting and sending the tender as one as opposed to issuing a later addendum.
Expidited service
How have you dealt with an unrealistic client deadline?
Dealing with an unrealistic client deadline requires a thoughtful approach that involves assessing the project, communicating effectively, negotiating realistic timelines, and providing solutions to meet the client’s needs. For example my client requested a quick turn around on a survey report, I suggested I would produce a summary email for them to highlight any issues, with the report to follow a few days later.
How have you confirmed a client’s brief?
Usually would receive the clients brief and read it and then arrange an onsite meeting to discuss the brief and think about how to make happen, considering constraints.
How have you dealt with a complaint?
Acknowledge the complaint, document complaint, clarify details, investigate the issue, develop a resolution, communicate with the client, implement the resolution.
How do you provide good client care to Enterprise Rent A Car?
When we had lots of jobs on with enterprise we had an excel tracker which had each job title, confirmed what stage the projects are at, any issue etc. Then weekly we had a call with them to go through each job and discuss everything so the client was up to date and on the same page.
How have you presented alternative proposals including option appraisals?
I present options, based on costs and time, along with advantages and disadvantages to create a balance and allow the client to make an informed decision. Usually the choice is cost driven, but from time to time there are options which have longevity and are worth paying the costs.
