Client Care

Question 1

What do you understand by the term Client Care? and how is it done effectively?

Answer 1

It is the work of looking after customers and ensuring their satisfaction with quality service and effective communication.

This is done by:
- meeting objectives
- providing a competent and diligent service
- providing regular communication and updates

Question 2

Why is client care important?

Answer 2

• To ensure positive feedback is received to encourage repeat business.
• Poor client care can lead to PI claims, complaints and reputational damage.

Question 3

What do you check is in place to ensure you can provide good Client Care to your clients?

Answer 3

• Terms of Engagement (clear instruction)
• Fee Transparency
• Structured reporting system
• KPIs
• Open communication channels
• COI Checks
• CHP

Question 4

What is the difference between a customer and a Client?

Answer 4

Customer: Usually a single transaction where value is immediately received.

Client: Usually a longer-term relationship with ongoing care and advice.

Question 5

Name some processes you or your firm have in place to ensure good client care.

Answer 5

• Complaints handling procedure
• Anti Bribery and corruption policy
• AML policy
• Data protection policy
• H & S Policy
• COI Checks
• Staff training and CPD
• Client’s money policy

Question 6

What are terms of business?

What are terms of engagement?

Answer 6

TOB: “Written agreement to carry out work. General overview that outlines how 2 parties will interact”
(e.g - a Contract: details of parties, fee structure, scope of works, COIs etc.)

TOE: “A specific, written contract detailing the exact service being provided to a client”
(e.g - a Job instruction. Specific project with its own COI, fee, objectives)

Question 7

If you were to take on a new client, what would you be required to do?

Answer 7

In order:
1. COI and Due diligence Check
2. Get scope of work
3. Check if I am competent for the task
4. Obtain signed terms of business
5. Obtain signed terms of engagement.

Question 8

General question:
Were terms of business in place with your clients? (NG, UKPN, etc.)

Answer 8

Yes. Put in place at a contractual level, as I work with large clients.

I produced individual fee estimates at the start of every project to allow a PO to be raised based on the instruction. (terms of engagement)

Question 9

In your Lv 3 Client Care example at Horsham Road - Are you able to advise your client on changing the route of an underground cable?

Answer 9

“I am from a lands perspective” - I would then need my client to confirm that this would work from an engineering perspective as well before proceeding.

Question 10

1. In your Lv 3 Client Care example for Swanborough - What did KPIs advise your client ?
2. What issues did you encounter on this scheme?

Answer 10

1. I provided timescales on each task required, such as Land referencing, utility searches and time taken to obtain each consent type (For Easment - 1 month to obtain signed HOTs and 4 months to complete final easement) (1 month for wayleave)
2. Ground conditions in places were solid concrete and client preferes soft dig if possible. Also landowner concerns with Substations.

Question 11

What is ISO 9001?

What does ISO Stand for?

Answer 11

Quality Management Systems

Why:
- CHP
- Auditing (reducing errors)
- Professional Competence
- Practice management
- Consistent procedures