Client Care (up to Level 3) Flashcards
What is client care?
Looking after a client’s best interests and providing them with an appropriate service that satisfies their needs and achieves value for money
This can be achieved through:
1. Professionalism
2. Competence
3. Trust
4. Communication
When should you decline an instruction of new work?
If there is a conflict of interest
If you are note competent/trained to do the work
If it involves illegal and/or unethical activities
What is a client brief?
A formal statement of the objectives and functional/operational requirements of the finished project
An essential reference for the project team - it provides a foundation for the initiation of the project and it needs to be sufficiently detailed to allow a specification or design to be built around it
If your client asks you to lower your fees because of their limited funding, what would you do?
The client would either need to pay the agreed fee or a reduction of the scope of services would need to be negotiated
What process needs to be in place for handling clients money?
Why is client care important for surveying firms?
How would you identify the needs of a client?
Holding initial briefing and planning sessions with the client specifically to identify theirs needs for any given project or scenario
Each client and project is different and needs to be assessed on it own merits
Use feedback from previous projects (of all clients) to learn lessons for improvement
Provide an example of your client care and empathy skills?
Try to make the client feel like their project is the only job I am working on and it is my number one priority
Identify and prioritise the needs of each client, tailor your approach accordingly
Using good communication skills, listening, being attentive and approachable
Establish what the client’s deliverables and deadlines are, deliver on these to the highest standard possible
What do you need to consider when preparing a fee bid?
How would you calculate a fee proposal?
What is your company’s procedure for client’s feedback?
What is your company’s procedure for complaint handling?
How do you establish trust?
How do you encourage repeat business?
What are the advantages and disadvantages of working from a client’s office?
