Client Care

Question 1

What does good client care mean to you?

Answer 1

Good client care is demonstrating behaviours that are appropriate to establish good client relationships.

This would include:

• Defining scope of services within the limits of your competence
• Establishing formal communication systems with clients
• Understanding client briefs

Question 2

What behaviours are appropriate to establish and maintain relationships?

Answer 2

• Transparent communication
• Delivering services on time and to the standard expected
• Being honest about potential conflicts and management of this
• Inviting constructive feedback for service improvement

Question 3

You mention that you have developed successful relationships, can you advise the panel how you believe that you have done this?

Answer 3

• Being open, transparent and enjoying the challenging team working environment within my department
• Positive, constructive feedback received from team members
• With clients
• With project teams

Question 4

How do you ensure that client care is at the forefront of your daily activities?

Answer 4

Focusing on communication with clients

Assessing against key performance indicators regularly

Question 5

Please give the panel an example where you believe that you have provided good client care

Answer 5

• Various issues arose in the management of an industrial premises owned by my client. I provided timely updates via email and in person, provided reports and recommendations and maintained honest and transparency.

Question 6

If a client request that a fee proposal is reduced, what do you do?

Answer 6

• Avoid aggressive undercutting
• Reduce scope of service