Client Care Flashcards
(17 cards)
How would you calculate your fee proposal?
▪ Consider the scope of service and the duration of each activity.
▪ Consider the team that will be responsible for delivering the service and apply their rate against the duration of each activity.
▪ If little detail is known, could be a percentage based on construction value.
What questions are included in company client care?
- Would you recommend T&T?
- What would you score our performance?
- Describe where we could improve?
- Are you happy with personnel on the job?
- How would you rate the quality of the service provided by T&T?
- How do you rate the frequency of deliverables produced by T&T?
How does your company measure client care?
Client care survey issued to clients every 6 months (or major milestones or if something has gone well) with qualitative and quantitative response options for the client.
Positive feedback
Repeat business
How do I deal with Client care?
I check in regularly with them (weekly as a minimum).
I’m open and honest.
Don’t give advice outside my scope.
Provide high level of service.
Admit any mistakes and correct ethically.
What is T&T’s complaints handling procedure?
- Immediately on receipt on the complaint, the nature of it is discussed by the Director concerned and the CM and a Corrective Action Record (CAR) is initiated
- CAR - identifies the problem, action to be taken and the date it should be rectified by. Also identifies any appropriate future preventative action required to ensure that a reoccurrence of the event leading to the complaint does not take place.
- On receipt of formal complaint, Director will write to client to advise complaint is being dealt with. CM implements actions set out in CAR and advises Director. Feedback from Client to verify satisfactory outcome must be added to CAR.
- Should Client not be happy, meeting must be arranged with Client and Director to agree further action.
- Next options - Regional MD, then T&T’s CEO for resolution using independent Alternative Dispute Resolution.
What is client care?
Client care is the continuous process of meeting client expectations.
Delivering a good quality of service and acting within my scope.
It allows us to identify strengths and weaknesses of our services.
How do I carry out my own quality management?
Peer reviews, comp checks and feedback from the client.
Follow templates, checklists, policies and procedures.
What are Key Performance Indicators? (KPIs)
Measure a company’s or individual’s success versus a set of targets or objectives.
They are used as a benchmark for performance
E.g. Quality = no. of snags, achieving milestones, H&S scores, use of local labour are
What is a complaint?
An expression of dissatisfaction. Generally arise when expectations have not been met.
What are the RICS’s timescales for resolving a complaint?
28 days
T&T - initial response within 7 days, 21 days for everything to be resolved.
What is client’s money?
Money held or received by an RICS-regulated firm on behalf of a client
What would expect to find in a client brief / professional appointment?
- Details of project & professional services required (scope)
- Insurances required
- Terms of appointment
- Expected duration of appointment
- Client procedures and policies
- Ker drivers for success
What would you expect to find in an appointment document?
- Scope of services
- Fees
- Drawdown schedule
- Terms & conditions
- Dispute & termination clauses
When would you be entitled to additional fees?
- Additional items in scope
- Prolongation of services
Why is client care important?
Client care is important as it allows us to identify the strengths and potentially weak areas in the service we provide tours clients and allows us to rectify these issues or promote good practice within the business.
What does ‘soft landings’ refer to?
Ensuring a ‘bump-free’ transition from construction to occupation
When would it be appropriate to decline new work from a client?
1) If there’s a potential conflict of interest
2) Scope is outside competence of the practice
3) Requires illegal or unethical action
conflict with RICS rules or standards
