What is client care?
The principle of looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s requirements and objectives
How can client care be provided?
o Professionalism.
o Competence.
o Punctuality.
o Trust.
o Reliability.
o Regular communication.
o KPIs to monitor client satisfaction.
o Client Performance Feedback.
Why is Client Care important for surveying firms?
- Majority of work is developed through repeat business
- With client satisfaction, positive testimonials can be achieved by word of mouth.
- Dissatisfied Clients can be very damaging
- Excellent client care will reduce potential for negligence claims.
What is CPF?
- Client performance feedback is the process of gathering and acting on feedback from the client.
What does CPF comprise?
o Gathering feedback during and after project completion.
o Usually carried out by an independent person.
o Feedback sets the standards for the company and identifies areas for improvement.
o Provides an opportunity to gain future work for the company.
o CPF is usually carried out at regular intervals (3-6 months) to identified and rectified problems quickly
How would you identify the needs of a client? And what would be discussed?
- I undertake a client briefing at the start of a project,
o Holding discussions regarding key requirements & the scope of services.
o Obtaining client objectives
o Reviewing any complaints to identify mistakes and best practice
What is a Client Brief?
- It is a formal statement of the objectives and functional and operational requirements of the finished project.
How would you limit the risk of working with a client who may be financially unstable?
o Company search using the Companies House to look at account information.
o A Dun & Bradstreet credit check.
o An Internet search using their website for additional information and to make a judgement on their reliability.
What is your company’s procedure for client’s feed-back?
- We undertake formal Client Performance Feedback
- In day-to-day involvement with client I look to obtain regular informal feed-back through verbal and email communication.
How do you identify your client’s needs and expectations?
- I undertake a client briefing at the start of a project, to best understand the clients requriements and objectives
- Identifying what value means to that client
- Identify the scope of service
- Communication with client
- Gain understanding then produce a clear and concise terms of engagement which outlines the scope of the instruction
How do you establish trust?
- 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.
How do you encourage repeat business?
- 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.
How have you dealt with unrealistic client expectations?
- Clear communication,
- Educating clients about industry standards,
- Setting achievable milestones,
- Providing alternative solutions
- Regular updates and reviews, coupled with proactive feedback management, help maintain transparency and trust
What constitutes as good client care?
- Complying with agreed scope of services
- Meeting deadlines
- Providing a high standard of service
- Being open and transparent
- Protecting the clients interests
- Clear communication
Why is it important to identify a client’s requirements?
- To deliver a high standard of service you need to know clients expectations
- To ensure requirements are met, avoiding wasting resources
How have you issued reports to a client?
- Non sensitive reports = email
- Sensitive = Share Point using a password
- I have also shared reports to clients then undertaken a meeting where I present and discuss the key elements
What is a net contribution clause?
- Clause in the PII stating the consultant with the policy will only be liable for the part of the financial loss that is caused by their negligence.
What does good client care mean to you? And what would it include?
- Demonstrating behaviours that is 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.
What behaviours are appropriate to establish and maintain (important) optimum relationships?
- Transparent communication
- Delivering services on time and to the standard expected
- Being honest about potential conflicts and management of this.
- Inviting construction feedback for service improvement
Why is it important to build relationships?
- To earn the trust of clients and gain opportunities for future work.
- As an RICS member to help build and promote trust in the institution.
What does CSR stand for?
* What does it mean?
* Examples
- Corporate Social Responsibility - Companies having a positive impact on community rather than just generating profit.
- Charitable donations
- Minimise waste
- Pay suppliers on time
Can you tell me what you include in your fee proposals?
- Total fee for the services
- Clear scope of services
- Assumptions and exclusions
- Terms of conditions
- Details of CHP
If you submitted a fee proposal and the client said it is too high and would like it reduced 20%, how would you respond to this?
- I would only consider reducing the fee if the scope of services were reduced.
- By reducing the fee, the client may feel you have over-valued on past projects.
- This could also impact on the services being provided.
You receive a call from a client who wishes to make a complaint - what would you do?
- I would refer to my companies complaints handling procedure
- Request the complaint to be made in writing
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CHAIRMANS77
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Ethics, Rules of Conduct and Professionalism147
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Client care28
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COMMUNICATION AND NEGOTIATION36
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ACCOUNTING PRINCIPLES69
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BUSINESS PLANNING54
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CONFLICT AVOIDANCE, MANAGEMENT AND DISPUTE RESOLUTION PROCEDURES37
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DATA MANAGEMENT49
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DIVERSITY, INCLUSION & TEAMWORKING37
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INCLUSIVE ENVIRONMENTS15
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SUSTAINABILITY63
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HEALTH & SAFETY89
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INSPECTION113
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MEASUREMENT187
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VALUATION322
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LANDLORD & TENANT174
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PURCHASE & SALE155
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LEASING AND LETTING137
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HOT TOPICS43
