CLIENT CARE

Question 1

What is client care?

Answer 1

• The principle of client care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieves VfM.
• Client care can be provided through:
  o Professionalism.
  o Competence.
  o Punctuality.
  o Trust.
  o Reliability.
  o Presentation.
  o Regular communication.
  o Review of services provided and standard.
  o KPIs to monitor client satisfaction.
  o Client Performance Feedback.

Question 2

Why is Client Care important for surveying firms?

Answer 2

• The majority of work is developed through repeat business from existing clients.
• Therefore, it is important not only for the client to achieve their requirements but also for the company to encourage repeat businesses where possible.
• Providing that the Client’s satisfaction is maintained, positive testimonials can be achieved and word of mouth recommendations will be generated.
• However dissatisfied Clients can be very damaging as negative feedback and experiences can spread quickly.
• Providing excellent client care can also reduce the potential for negligence claims to arise.

Question 3

What is CPF?

Answer 3

• Client performance feedback is the process of gathering and acting on feedback from the client. This comprises:
  o Gathering feedback during and after project completion.
  o This is usually carried out by an independent person.
  o The feedback sets the standards for the company and identifies areas for improvement.
  o It encourages open discussions with the client to ensure satisfactory service is delivered and that goals are achieved.
  o It also provides an opportunity to gain future work for the company.
  o CPF is usually carried out at regular intervals (3-6 months) to ensure any problems can be identified and rectified as early as possible.

Question 4

How would you identify the needs of a client?

Answer 4

• I would look to achieve this by holding Client Account Planning Sessions.
• Each client & project is different & their needs would be assessed on their own merit, this could be achieved by:-
  o Holding discussions regarding project key deliverables & the scope of services required.
  o Reviewing past CPF scores & identifying key areas for improvement.
  o Reviewing any complaints to identify mistakes and best practice methods of working.

Question 5

What is a Client Brief?

Answer 5

• The purpose of the client brief is to provide a firm foundation for the initiation of the project.
• It is a formal statement of the objectives and functional and operational requirements of the finished project.
• It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference for the team.

Question 6

Please provide an example of your client care & empathy skills?

Answer 6

• Despite working on multiple commissions I always try to ensure that I prioritise each client’s needs accordingly.
• My approach is to always make the client feel like their project is the only commission I am working on.
• Through organisation and communication I can meet the deliverables of each client in advance of the agreed deadlines and am always sure to deliver work to a high standard.

Question 7

When should you decline an instruction of new work from a client?

Answer 7

• If there is a Conflict of Interest.
• If the appointment is would not be in the clients’ best interests.
• My firm may not be able to resource the job adequately.
• If the project is outside of my skillset.
• If the work was unlawful.

Question 8

What do you need to consider when using preparing a fee bid?

Answer 8

• My firm has its own procedure for preparing fee submissions, this comprises:-
  o Finding out what the client’s requirement are and identifying whether this is a service that we provide.
  o A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved.
  o There are varying levels of sign off depending on fee value prior to submission.

Question 9

What makes up a fee bid proposal?

Answer 9

• The Executive Summary including reference to the Scope & Solution.
• Identification of the Client’s needs & key deliverables.
• Identification and analysis of Project issues.
• Communication of key Benefits for the Clients.
• References to relevant experience.
• The Conditions of engagement.
• A Methodology.
• An Organogram.
• The proposed fees.
• Supporting CVs.
• References to the project programme.
• Identification of sub consultants.
• A List of quality assurance procedures

Question 10

How would you limit the risk of working with a client who may be financially unstable?

Answer 10

• I would use a screening process to check the client’s finances, this could include:-
  o A company search using the Companies House website to obtain their account information.
  o A Dun & Bradstreet or credit safe credit check.
  o An Internet search using their website for additional information and to make a judgement on their reliability.

Question 11

If your client asked you to lower your fees because of their limited funding, what would you do?

Answer 11

• The client would have to pay the required price for the level of service required or reduce the scope of works involved.

Question 12

How would you calculate a fee proposal?

Answer 12

• I would review the work involved with the commission based on the level of information available.
• I would calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate adding a suitable allowance for over heads and profits.

Question 13

What is your company’s procedure for client’s feed-back?

Answer 13

• We undertake formal project reviews with the client every two months.
• In my day-to-day involvement with the client I look to obtain regular informal feed-back through verbal and email communication.
• We undertake a satisfaction survey questionnaire at the end of each project.

Question 14

What is your company’s procedure for complaint handling?

Answer 14

• The RICS specifies 2 stages as a minimum:
  o Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.
  o Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism.
• The person is invited to make a complaint in writing to our designated complaint handler who will investigate the complaint with all parties involved and advise the complainant of any action taken within 21 days.
• If the complainant is not satisfied, the complaint is escalated to the Regional Managing Director who will take action and respond within 21 days.
• Should the complainant remain dissatisfied, the matter can be escalated to the RICS independent redress mechanism.

Question 15

How do you identify your client’s needs and expectations?

Answer 15

• I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
• I also use client’s briefing checklists where applicable.
• There have been times when I have not received an adequate briefing from the client and in these instances I am sure to ask for further clarification on their specific requirements.

Question 16

How do you establish trust?

Answer 16

• I am transparent and honest about my actions at all times.
• I learn about my client and their long term objectives in addition to key challenges they are facing.
• I only act inside the parameters of my level of expertise and competence.
• I always act in a professional manner.
• I always provide a high level of service.

Question 17

How do you encourage repeat business?

Answer 17

• I provide high levels of service and customer care during projects.
• I regularly obtain feedback and act on it.
• By dealing with complaints honestly and effectively.
• Through keeping in touch with clients even when we have no live projects with them.
• Organising business development activities such as social events or CPD’s.

Question 18

What are the advantages / disadvantages of working from a client’s office?

Answer 18

• The advantages are quicker and clearer lines of communication.
• A better understanding of the client’s culture, needs and expectations can be determined.
• The disadvantages are the loss of technical support from colleagues and a possible isolation from my own organisation’s culture.