Client Care SOE

Question 1

What is client care

Answer 1

Its the principle of looking after the clients best interests and providing an appropriate level of service. This is done through:

Professionalism
Competence
Punctuality
Trust
Reliability
Client performance feedback

Question 2

Why is client care important

Answer 2

• Consultancies rely on repeat business and word of mouth
  -Therefore providing good quality service and looking after clients encourages repeat business
• On the flip side poor client care can result in the opposite and can be damaging to a surveying consultancy for the same reasons

Question 3

Please provide an example of when you have used client care

Answer 3

• I always try to ensure clients that I am prioritizing their commission even when working on multiple
• Through organization and communication, I understand key dealines and deliverables and make sure I hit deadlines and offer a quality service.
• I always ask for client feedback to improve performance

Question 4

What is CPF

Answer 4

Client Performance Feedback

The process of gathering and acting on feedback from the client. This can be:
gathering feedback during (regular intervals) and after a project
Carried out by an independent person to encourage open discussions
Also provides an opportunity for repeat business

Question 5

What makes up a fee proposal

Answer 5

Exec summary
identification of clients needs and deliverables
Key benefits provided to the client
Relevant experience
Conditions of the agreement
Methodology
Organogram and CV’s
Proposed fee profile

Question 6

How would you prepare a fee claim

Answer 6

Review the work required from the clients brief
assess the levels of resource and time required to achieve this
Multiply this by our companies rates

Question 7

What quality management systems have you implemented on projects

Answer 7

Use of standardized forms for clarity and familiarity for the client
Reporting templates
Implement comp checking and director sign off for QA

Question 8

What is a client account planning session

Answer 8

Strengthen client relationship and trust
Align on commercial strategy and delivery roadmap
Identify risks and opportunities
Set clear actions for the next quarter or phase

Question 9

What are the advantages and disadvantages of working from a clients office

Answer 9

ADV
Quicker and clear lines of communication
Better understanding of the clients culture, needs and expectations
DIS
Loss of technical support from collegues
Isolation from own orgs culture

Question 10

How do you identify A clients needs and expectations

Answer 10

Client account planning sessions help to identify key deliverables and scope of services

Reading a clients brief to record and capture their aims and objectives which can help inform and develop the scope of services

Ask questions and clarify with clients what their specific requirements are

Question 11

When would you decline an instruction of new wotrk from a client

Answer 11

If there is a conflict of interest

When yo believe the scope is outside of your skillset

When you cannot provide the correct resource levels within the peramiters

When the work is questionable or unlawful

Question 12

How can you limit risk of working with a financially unstable client

Answer 12

I would use a screening process to check the clients finances ie. companies house, dunn and bradstreet report or credit safe checks

Question 13

What do you understandand about standard forms of appoinment

Answer 13

Standard forms provided by the RICS to ensure clarity and consistency in professional engagements. They set out services and contractual relationships between clients and firms