Client Care

Question 1

who are clients

Answer 1

an individual or organization for whom you are performing a service

Question 2

what is client care

Answer 2

tailoring your services to meet the needs of your client, in the first instance identifying the clients, and then building and maintaining relationships with them

Question 3

why is it important to understand a clients structure

Answer 3

• assist with approval processes
• assist with reporting procedures
• ensure the relevant people are included in correspondence and meetings
• provide a high standard of service

Question 4

how can you identify clients

Answer 4

• speaking with the client
• research on the clients company

Question 5

why is it important to understand the clients reporting procedures

Answer 5

• in order to meet the needs of the client procedures such as:
• financial reporting
• design updates
• board meetings
• approval processes

Question 6

what are the appropriate behaviours for building long lasting relationships with clients

Answer 6

complying with the ethical principles of Rules of Conduct
clear communication
timely delivery
quality outputs
take on board opinions

Question 7

tell me about your duty of care to your client

Answer 7

I have duty of care to my client to act in a professional and ethical manner eg undertaking work only if i have the required skill and knowledge

Question 8

how would you establish a fee

Answer 8

based on resource level and time spent /deliverable achieved

Question 9

what is an appointment document

Answer 9

a contract between a client and consultant
aims to achieve a balanced distribution of risk/liability between both partied

Question 10

what is contained within an appointment document

Answer 10

• consultant obligations
• client obligations
• limitations of liability
• 3rd party rights - allows someone not party to the appointment/contract to claim against consultant if the appointments benefits the 3rd party in some way
• payment agreements
• schedule of services

Question 11

what is a subsidiary

Answer 11

a company that is owned or controlled by another company

Question 12

how do you report to your client

Answer 12

• bi-weekly meetings
• ad hoc reports
• regular updates

Question 13

what do you update your client on

Answer 13

• any updates to negotiations
• interest schedules
• valuation updates that are material
• timings of work

Question 14

how does understanding your clients governance and reporting procedures enable you to provide an optimum service

Answer 14

• i understand who my client reports to, how they report and when they report. This enables me to provide my client with the information they require in the format that they require

Question 15

how do you tailor your approach when reporting to your client

Answer 15

• i understand the level of detail my client needs
• i understand the timing of when the reports need to be issued
• i understand the key items that my client needs to be updated on

Question 16

when have you provided good client care

Answer 16

• i created a rent review tracker to keep my client up to date on the stages of the rent review process on the

Question 17

why is it important to have good client relationships

Answer 17

• build trust
• repeat work and recommendations
• more enjoyable work experience