Client Care

Question 1

How do you establish a good relationship with your client?

Answer 1

• Empathy, listening.
• Understand the client and their business.
• Terms of Engagement so know where each party stands.
• Seek feedback.

Question 2

What systems and procedures do you put in place to manage client care?

Answer 2

• Communication i.e., keeping client informed, ongoing dialogue.
• Data i.e., good record keeping, obligation to deliver information, GDPR compliance.
• Informed by client needs.
• Good briefing process i.e., understanding objectives, Heads of Terms, Terms of Engagement.
• Complaints handling procedure.

Question 3

What is included in Terms of Engagement?

Answer 3

• Competence check.
• Conflict of interest check.
• Customer Due Diligence.
• Fees and timescales.
• PII details.

Question 4

What is important to consider when setting a fee structure and what fee structures can be used?

Answer 4

Fixed fees or hourly.

• Must be transparent and ensure the fees are in line with the market.