What is client care?
- Understanding the client’s needs and requirements
- Understanding and acting in the clients best interest
- Client feedback meetings
- Complaint handling procedure
- quality assurance procedures
Why is client care important?
- To retain existing clients and secure repeat business
- Reduce likelihood of conflict
- Maintain strong reputation
- Delivering the best possible outcome
How do you conduct yourself when interacting with your clients?
- Respectful
- I look to understand my clients requirements and expectations
- Open communication
- Well mannered
How do you build trust with your client?
- I never give advice outside my scope of competence
- I always act in a professional manner
- I’m open and transparent
- I admit my mistakes
What is the difference between client and costumer?
- client: one who is under the protection of another
- customer: one who purchases a commodity or service
there is a protective ongoing business relationship with a client but not with a costumer
What is a project stakeholder?
a person or organisation who has an interest in the project
what is soft landing?
a strategy to ensure the transition from construction to occupation in smooth
Please detail some quality management systems you have implemented on your project?
- Comp checks
- My project direct signs valuations and financial reports
- Follow my firms templates and procedures
- Follow RICS guidance
What is your companys procedure for getting client feedback?
Client satisfaction surveys
What are KPIs
- Key performance indicators
- used to measure a company’s or individuals performance against a set of targets
Provide examples of KPIs
- Number of defects
- Cost overruns
- Use of local labour
- Environmental scoring
Why is it important to maintain existing client relationships?
A large number of commissions are secured through repeat business
Promote a positive image
What is a complaint?
An expression of dissatisfaction
Arise when expectations are not met
How would you deal with a formal complaint?
- Acknowledge receipt of the complaint
- Notify the complaint handler manager
- Identify the outcome and course of action to rectify
- formally respond the client
- Communicate lessons learnt
- Inform the PII at each stage
Are you aware of RICS associated with complaints handling?
- Complaints Handling 2016
How can complaints be avoided in the first instance?
- Understand clients expectations
- Set the scope clear
- Understand each party’s responsibilities
- Follow RICS standards
- Follow company procedures
RICS guidance on handling clients money?
Client Money Handling 2019
What are the objectives of the Client Money Handling professional standard
Provides clear rules for RICS regulated firms and members to have the appropriate control and procedure to keep client money safe
What are some key requirement in the client money handling pro standard?
- Client money must be held in a designated client bank account.
Account must be:
- Separate from the firm’s own money.
- Clearly identified as a “client” account
-Only authorised staff can handle client money.
- Client account must be reconciled At least every 5 weeks.
What information do you expect to see in a clients brief for a professional appointment?
- Details of the project and professional services required
- insurance required
- terms of appointment
- expected duration of appointment
- client procedures
What information might be included in a consultant’s fee proposal for professional services?
- Scope of services
- Terms of appointment
- fee
- Project details
- insurances
- exclusions
- Assumptions
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Rules of Conduct and professionalism37
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Construction Technology80
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Contract Practice219
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Design economics and Cost planning132
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Conflict avoidance28
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Inclusive Environments9
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Sustainability20
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Health and Safety43
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Data Management21
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Accounting Principles & Procedures40
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Design Economics/ quantification and costing23
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Procurement and Tendering79
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Business Planning17
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Diversity, Inclusion and teamwork17
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Client Care22
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Hot topics81
