Level 2 Client Care Flashcards
What are KPS?
Key Performance Indicators
Can be used to measure business performance against previous years
How to use KPIs?
Examples of KPIs?
- Profitability
- H&S Scores
- Environmental
- No. of clients
- Operational Cashflow
- Feedback from end users
- Timescales for delivery against target programme
Why and how to manage client expecations?
Client work is often won through repeat business.
Maintaining and building existing relationships will promote a positive image for the individual and company.
- Being open and honest
- Agreeing on timelines, strategies and goals
- Comminicating and addressing issues directly
What is a lessons learnt workshop?
Reviewing client’s feedback for what went well and areas of improvement. Helps to measure success.
Hunters procedure for obtaining formal client feedback?
Annual Client Feedback
How would you deal with a compliant from a client?
Expression of dissatisfaction
- Acknowledge receipt
- Notify the appropriate person within
- Appoint a person to carry out
- Identify the outcome and course of action to reply
- Formal response
- They have the right to refer to independent dispute resolution
- Communicate lessons learnt internallu
- Review
- Inform the PI insurers of the complaint at each stage
Aware of guidance by RICS on complaints
Complaints Handling - 1st Edition
How can complaints be avoided in the first place?`
- Set clear expectations
- Communicate clearly and effectively
- Put everything into writing
- Follow company procedures
How are consultant fees calculated?
- Review the programme
- Review the scope of services
- Review the resource required
Calculated on the above
Review the total fee as a percentage of the contract sum for a sense check.
What’s included in a Consultant Fee proposal?
Scope of services
Terms of Appointment
Basis of Pricing
Team info including CVs and qualifications
Timescales
Insurances
Exclusions
What if you undervalue the fees?
If project requirements increase, it’s reasonable for the fees to increase
If the scope remains the same it is likely a mistake, I would deal with the situation and ensure it’s correct for next time. I would not reduce the level of service originally offered.
When might you ask a client for additional fees?
Events such as:
- dealing with insolvency of a contractor
- Increased scope of sevices
- Delay to the programme due to contractor default
- The location and travel requirements change
- Increased attendance in meetings requested
When should you decline an instruction of new work from a client?
- There is a conflict or potential conflict of interest
Establishing communication systems?
Using a project directory and identifying key personel.
How would you approach requesting additional fees?
- Arrange a meeting with the client
- Explain the reasoning behind the additional fee claim
- Discuss the benefits
- Be prepared to offer a comprimise
A client advises that if you reduce your fee you will the tender - what do you do?
- Unfair competetion
- Not treating others with respect
- Not acting with integrity
- Unsustainable to undertake business in this manner
- Reduce the scope of services
How to avoid PI Claims?
- Keep full and detailed records of meetings
- Record recommendations and advice given
- Use proper letters of engagement, scope of services
- Don’t advise on a specialism outside your field of expertise
- Use RICS guidelines
What process need to be in place to handle clients money?
Client must always have access to funds
Client money must be kept seperate and clearly identifiable
Interest on the account must be agreed
Complaints Handling Procedure must be two stages
Stage One:
- Acknowledgment with no longer than 28 days
- The complaint should be handled by a senior person or designated complaints handler
- The first stage must be free of charge
Stage Two
- Taken to an independent redress mechanism that is approved by the RICS
- It must be clear, quick, transparent and impartial
- The complainant may be expected to contribute towards costs incurred during the second stage
What is Client Care?
Looking at the clients best interests and providing an appropriate service that satisfies the clients needs and achieves VFM. Done by:
- Professional
- Competence
- Punctuality
- Trust
- Reliability
What makes up a fee proposal?
- Executive summary & scope
- Client needs
- Project issues
- Benefits for clients
- t&cs
- Methodology and CVs of project team
- Proposed
How to proceed if a client is insistent that you continue to work for them despite a conflict of interest?
- Check their understanding of reduced impartiality
- Seek letter of instruction to continue
- Agree working procedures to manage the conflict
Duty of Care?
To ensure that another party does not suffer harm of loss that can arise as a breach of contractual obgligations
A friend asks for advise, how do you respond?
- I could not offer advice on my own without PI insurance
I would ensure information is checked prior to issuing
Inform them they can contact you during working hours to discuss T&Cs
Use the RICS find a surveyor scheme
adhere to rules of conduct
What would you do if you recieve a formal complaint in writing?
Arrange a call asap
Issue the client a copy of the firms complaint handling procedure
Report the complaint to a senior person
Notify my firms PII insurance in line with policy requirements
What quality management procedures are in place?
- Peer review process
- Standardised format of documentation
- Authorisation / signature prior to release of documentation
- Accessible file systems
- Handover procedures
- Internal and external auditors
- Lessons learned workshops
