Client Care Flashcards
(15 cards)
What are the principles of good Client Care?
Understanding the client’s objectives (cost, quality, time)
Listening to the client and seeking formal and informal feedback
Responding quickly to queries
Managing client’s expectations
Why is Client Care important?
Repeat business
Word of mouth / reputation
When would you not accept an instruction?
Not qualified or competent to carry out the job
Conflicts of Interest
Client won’t sign the Terms of Engagement
Client is on the UK Government Sanction List
How do you ensure your service to clients is formal?
Ensure advice is accurate and timely
CBRE Branded Documentation
Provide STOB with Terms of Engagement
How do maintain good relationships with Clients?
Keep in close contact
Provide a good service
Deliver the full scope of works to the agreed deadlines
What is Negligence?
A breach of a duty of care to clients and third parties.
Results in losses and claims for damages.
How do you avoid Negligence Claims?
Have clear Terms of Engagement in place.
Ensure you are competent to carry out the works.
Keep detailed notes and a photographic record.
Keep up to date with market updates and legislation.
What is the Limitation Act 1980?
Legislation that governs breaches of contract.
It puts limits on periods you can claim for negligence.
Can you provide an example of good Client Care?
While working as a Retail Agent, I was letting a shop on New Cavendish Street.
It was the incoming tenants first premises in London and she required a lot more viewings of the space, meetings and phone calls throughout the process.
There was a negotiation period of about 6 weeks between the tenant and the landlord that I was leading.
Both parties were happy with the final outcome.
How do you calculate fees?
Depending on the instruction the fee calculation is based on the size and complexity.
The fee can either be fixed or contingency based.
I state the scope of works that will be undertaken and the information that will be required and for construction claims provide an estimate and calculate a fee based on that.
When would you ask for additional fees?
If the scope of works has extended
If the value of the project has extended
If a Client asks you to reduce your fee what would you do?
Decline and state the fee has been calculated fairly
State that the fee could be reduced if the scope of work was reduced (unlikely to happen in CA’s)
How would you deal with a friend asking for advice?
I would not be able to provide them advice on my own as I do not have my own PI Insurance.
Direct them to contact the team through CBRE.
When setting up a practice how do you ensure good client care?
Have a process for formalising projects
Procedures in place for receiving client feedback
Advance business development
Report using standard documents
What would you do on receipt of a formal complaint?
Arrange a call or meeting to discuss the complaint.
Issue a complaints procedure for reference.
Notify PI Insurers.
Come to an Agreement.
