Client Care

Question 1

Give me 3 examples of KPIs

Answer 1

1. Programme v planned
2. Cost v budget
3. Quality v defects

Question 2

Example of good client care

Answer 2

1. Taking care of defects efficiently
2. Handover user guides to clients
3. Turned down a negotiated project Sittingborne for 72 units as it was too big

Question 3

What is a collateral warranty?

Answer 3

It sits beside the main contract to bridge the contractual gap between the client and designers and subcontractors used in the event of insolvency

Question 4

What is your complaints handling procedure?

Answer 4

1. Record the complaint
2. Notify a director of the complaint
3. Notify in writing that the complaint has been received and that will respond within 14days
4. Respond with a plan to rectify the complaint
5. If they are not happy offer an independent ADR procedure

Question 5

How would you define your scope of services to a client?

Answer 5

Advise the client what we are and are not able to do under the scope of service and the fees as appropriate. Get it in writing

Question 6

How are fees established?

Answer 6

1. Set the relevant fee per relevant duration
2. Fix the fees for duration e.g 12 months

Question 7

How are stakeholders identified?

Answer 7

Early meeting internally and then with client team to establish stakeholders from, client, funders, local authorities, public etc

Question 8

What communication is appropriate with clients

Answer 8

Formal communication using language that is understood