M - Client Care

Question 1

Why is client care important?

Answer 1

• Make sure they’re satisfied with our services.
• Good client relationships and continuous work
• Reduce conflict

Question 2

Why is it important to understand the basis of your appointment with a client?

Answer 2

• Understand your of service and what your client is expecting from you.
• Anything outside of your scope of services needs to be addressed

Question 3

How would your client care differ between experienced and inexperienced clients?

Answer 3

• Choice of language
• Amount of support throughout the process
• Workshops / calls to explain procurement routes / tendering options etc. for less experienced.

Question 4

Can you give me an example of when you have given good client care?

Answer 4

• Checking in with client before a change control meeting
• Giving your clients a call at the end of the week to check in with what’s on the list to do for next week.
• Working late to meet a last minute deadline. (Morrisons)
• Calling your client when you have submitted a financial statement to run through the changes (DWP)

Question 5

What information would you expect to see in a client’s brief?

Answer 5

• Services required
• Insurances required
• Terms of appointment
• Duration of appointment
• Client procedures and policies
• Key drivers for success`

Question 6

How would you calculate fee for a new commission?

Answer 6

• Understand client requirements
• Identify the resource to deliver
• Assess duration
• Apply rates against activities
• Review total fee as percentage against project budget

Question 7

What are the RICS requirements for a complaint handling procedure?

Answer 7

RICS states an effective CHP should:
Be fit for purpose
Made available to all staff
Be understood by all staff
Readily be shared with complainants
Regularly reviewed at a senior level
Agreed with PII brokers/providers
Provide details of access to independent redress if firm cannot resolve the complaint

Question 8

What would you do if the dispute cannot be resolved who would your refer this to?

Answer 8

Refer to the RICS

Question 9

How would you ensure you are delivering the required scope of services to a client?

Answer 9

Communicating and managing expectations

Question 10

How do you establish your clients requirements when first engaging?

Answer 10

• Understand clients objectives
• Who the stakeholders are
• Service plan / project delivery plan, understand resources and risk

Question 11

How do you react to a difficult client?

Answer 11

• Keep same professionalism and integrity towards work, continue to be reliable and empathetic

Question 12

If the client asks you to do something for free outside of your remit, do you accept?

Answer 12

• If it’s a significant amount, suggest we can get a fee proposal across.
• If its small then it should be alright, goes towards client care.

Question 13

What do you think good client care looks like?

Answer 13

• Being considerate of their needs
• Attentive
• Fulfilling the scope of services etc.

Question 14

What would you do if a client said they were not satisfied with your work?

Answer 14

Set up a meeting to review expectations and then refer them to the complaints handling procedure.

Question 15

What constitutes a complaint

Answer 15

Any oral or written expression of dissatisfaction with what has been provided

Question 16

When should you decline an instruction for new work?

Answer 16

• Work is outside of your expertise
• Conflict of interest
• Work is unlawful
• Insufficient resources

Question 17

What is client care

Answer 17

Continuous process of understanding clients requirements, suggestions and enhancing service delivery.

Question 18

How do you conduct yourself when interacting with your clients

Answer 18

• Well mannered and presentable
• Respectful
• Freindly
• Look to understand their requirements

Question 19

How do you build trust with clients

Answer 19

• Never advise outside scope of compotence
• Always professional
• Provide high level service
• Transparent, open and honest
• Fulfill commitments

Question 20

Companys procedures for obtaining formal client feedback

Answer 20

Client satisfaction surveys are issued at key stages

Question 21

What are KPIs

Answer 21

Key Performance Indicators
Used to measure company of individual success against targets

Question 22

What due diligence checks would you take when appointment of new client

Answer 22

• Conflict of interest check
• Financial checks
• Money laundering checks
• Client accounts

Question 23

On what grounds may a consultant seek additional fee

Answer 23

• Dealing with contracot insolvency
• Delay
• Increased Scope of service
• Increased budget

Question 24

Why is repeat business important

Answer 24

• Maintain existing relationships promotes positive image
• No competition
• No bidding process
• Increase fee efficinecy
• Clients aware of level of service

Question 25

How would you deal with a formal client complaint

Answer 25

* Acknowledge it * Direct to CHP * Commnicate lessons learned internally * Inform PI insurers at each stage of process

Question 26

How can complaints be avoided

Answer 26

* Set out clear expectations in appointment doc * Communicate clearly * Everything in writing * Follow company procedures and policies * Follow RICS guidance - PS and PI

Question 27

Assuming you put together a fee proposal; couple months into the project you realise you have underestimated the resource needed to deliver, would you go back to the client and ask for more fees

Answer 27

* if project requirements have increased - can ask * If same scope - likely mistake * Always ensure original scope of service is offered and not reduced