Client Care Flashcards
What is client care
The process of identifying types of client and the behaviours appropriate to establish good relationships
How do you develop client relationships
By delivering on the scope of works agreed being open and honest and having good clear lines of communication
What would you expect to see in a clients brief
“A clear statement of what the client wants;
a. Project definition. Time/Cost/Quality
b. Statement of need what the end product needs to do
c. Project success criteria, KPI’s
d. Strategic brief, client aspirations, goals and objectives
“
What is the benefit of client feedback
“It provides the client an opportunity to identify where they are dissatisfied
It allows us to understand where we can improve on service”
What is a KPI
Key performance Indicator
What is the purpose of a KPI
It provides a measurable marker for the service we are providing and our overall delivery
How would you build up a fee
“Review scope of works (understand deliverables, complexity, nr and seniority of staff required)
Schedule out the resource needed for the works across a period of time
Include OH&P
Issue to the client with; T&C's Scope Exclusions Assumptions"
What would be included in your appointment
“a. Scope of services
b. Terms
c. Basis of pricing
d. Team details
e. Project details
f. Timescales
g. Insurance information”
How do you provide a good impression
“Polite
Well dressed
On time”
Does anyone publish guidance on appointment documents
Yes the RICS provides RICS standard appointment documents
How do you check the quality of your work
“QA/QC - Checks by peer and QA tap to ensure that work that leaves has ben checked
”
What types of fee are there
Time charged or Fixed
What is client care
Building trust and relationships.
It is the relationship between customer care and business strategy
How do you manage client money
Set up separate account
Provide client with statements of account
Inform the when monies are being withdrawn
Once service complete provide the client with a complete reconciliation
Ensure everything is audit-able and transparent
Check money for money laundering purposes
