What are the key Elements to client care?
- Identifying the client
- Identify what type of client they are
- Understand their behaviors
- Allocate a client account manager
- Maintain regular contact
- Get client feedback
- Good Business Development
- Good complaints handling procedure
What are the 3 types of fee proposals?
- Lump Sum or Fixed Fee
- Time based Fee
- Percentage based fee
What guidance notes are there around fee proposals?
RICS Guidance on fees - Transparency consultation Final Report 2010
What is KPI?
Key Performance Indicators
What is the purpose of KPI’S?
- Monitor costs
- Track progress
- Access client satisfaction
- Identify strengths and weaknesses
- Compare performance across projects
Name 3 things that help maintain good client care?
- Be clear on the scope
- Good Management
- Good Communication
What could you do to encourage repeat business?
- Provide high level of service and customer care during projects
- Obtain feedback and act on it
- Deal with complaints honestly and effectively
- Keep in touch with clients when we have no live projects with them
- Organize Business development events.
POD KO
What are the 4 main elements of fee proposal?
- Lump sum, % basis or daily / hourly / weekly rates
- Terms & Conditions
- Exclusions
- Assumptions
Name 4 factors that may affect a fee proposal?
- Size and complexity of project
- Location of consultant to site
- Programme and resources
- Scope of works
Name 3 reasons why you maybe under resourced?
- Additional works required
- Prolongation of construction works
- Originally under priced to begin with
Name 4 construction KPI’s?
- Costs Vs Budget
- Project progress
- Complaints
- Incidents / Accidents
What is a letter of appointment?
it is a document which is issued when a client wishes a consultant to start quickly and a consultancy agreement or contract is not yet in place but the client wants the works undertaken.
What are the main content of a letter of appointment?
- Appointment particulars
- Payment terms
- Limitation to liability
- Insurances
- Dispute resolution
What is duty of care?
This is when you have an obligation to avoid acts which may harm a person. This means must anticipate risks to the client and take care to prevent them from coming to harm.
How can you promote and establish trust?
- Be transparent
- Be honest at all times
- Learn about your client and their objectives
- Only act within your level of competencies
- Always act in a professional manner
- Always provide a high level of service
What is your companies complaints handling procedure?
- Allocate complaint to appropriate person
- Identify timescales for the response
- Notify insurers for PII purposes
- Investigate the complaint
- Identify outcome / course of action
- Communicate response with client
- Formally record in CH log
- Have internal lessons learnt
What is client care?
The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with systems of procedures for managing client care process within the public interest.
If a client was prepared to pay you in advance for services you or your company were providing, how would you ensure it is dealt with?
- I would that a client account is set up, in line with the rules of conduct for firms: handling client money
- I would issue a statement of the account once it has been set up
- I will agree with the client how the monies will be drawn down
- I would issue a revised statement every time money is drawn down
- Once the works are complete, I would provide the client with a reconciliation of the account identifying when the monies were drawn down etc.
If you were going to set up a business and operate as a chartered surveyor, what insurance would you need in place?
Professional Indemnity insurance.
What is an ombudsman?
- An official who is appointed to investigate a individual complain against a company or organisation
How might you establish your clients objectives?
- Client questionnaires
- Key performance indicators
- Pre-start meetings
- Benchmarking
- Good clear communication
Why is client care important within your organisation?
We provide an advisory service and a high level of trust between ourselves and our clients is essential for a successful project delivery.
What is your company’s procedure for client feed-back?
- We do project reviews every 2 months
- Informal continuous feedback process
- Satisfaction survey at end of project
How can you encourage repeat business?
- provide a high level of service and customer care during project
- Obtain feed back and act on it
- Deal with complaints honestly and effectively
- Keep in touch with clients even when no live project with them
- Organise business development activities such as social events and CPD’s
