Client Care

Question 1

What is client care?

Answer 1

Client care is the continuous process of meeting client expectations. Allows us to identify strengths and weaknesses of our service.

Question 2

Why is client care important?

Answer 2

To retain existing clients and maintain reputation to win new clients

Question 3

How does your company measure client care?

Answer 3

Survey issued to clients every 6 months.

Questions:
- Would you recommend T&T?
- What would you score our performance?
- Describe where we could improve?

Question 4

How would you deal with a complaint?

Answer 4

I would follow my companies complaints handling procedure.

Steps:
- Acknowledge receipt of the complaint.
- Notify the internal complaints handling team.
- Complaints team will investigate and form a plan to rectify.
- Client can accept the plan or refer to dispute resolution.
- Lessons learnt workshop internally.
- Advise PI insurers of outcome and process.

Question 5

If your client rejects the proposal to solve the dispute, what happens?

Answer 5

Matter would be referred to a third party to resolve, could be RICS

Question 6

How does the RICS and T&T complaints handling procedure differ?

Answer 6

• T&T is a RICS registered company, so follows the guidelines set out by RICS.
• Only way they differ is that RICS states you need to respond within 28 days. However T&T operate off a 7 day policy for initial response.

Question 7

Who within T&T would be responsible for the complaint?

Answer 7

A Director.

Question 8

What information would you include in a fee proposal?

Answer 8

Project details, scope of service, timescales, insurances, exclusions and assumptions, basis of the price to provide services.

Question 9

How would you calculate your fee proposal?

Answer 9

• Consider the scope of service and the duration of each activity.
• Consider the team responsible for delivering the service and apply their rate against the duration of each activity.
• If little detail is known, could be a percentage based on construction value.

Question 10

What is important to consider to deliver a good service?

Answer 10

Important to consider:
- clients objectives and requirements
- that you’re professional and competent
- don’t act outside of your scope
- have regular client meetings to gain feedback on where you can improve
- lessons learnt workshops

Question 11

What are KPIs?

Answer 11

Key performance indicators - used to measure success against targets. Example: health and safety scores