APC Mandatory - Client Care

Question 1

Tell about why it is important to develop long-term client relationships.

Answer 1

To generate long term business connections and leads.

Question 2

Tell me about the different stakeholders you have come across in your role.

Answer 2

Clients, neighbours, contactors, developers, architects, solicitors.

Question 3

Tell me about how you have tailored your client care to one of these stakeholders.

Answer 3

When tendering out projects I have to apply good client care to contractors.

Question 4

Why is it important to you to set objectives?

Answer 4

To give clarity and focus to the business.

Question 5

Tell me about your duty of care towards your clients.

Answer 5

To exercise reasonble skill and care in relation to the instuction.

Question 6

How have you defined your scope of services within the limits of your competence and PI insurance?

Answer 6

Scope of service remains within my area of competence and PII is reflected accordingly.

Question 7

How do you set fees?

Answer 7

Fees are set inline with other local RICS surveying firms.

Question 8

How have you used standard forms of appointment?

Answer 8

I have use forms of appointment when carrying out buidling surveys

Question 9

What mechanisms are contained within an appointment document?

Answer 9

Definations, instructions obligations, health and safety’ liabilities etc.

Question 10

What insurance requirements are you aware of (both legal and RICS)?

Answer 10

PII, public liability, employers liability, third party liability, building, contents and interruption insurance.

Question 11

How are stakeholders identified?

Answer 11

By identify those who are directly impacted by the project and those who may be indirectly affected

Question 12

How do you establish their status within a project?

Answer 12

Through engagement.

Question 13

Explain formal communication systems with clients and stakeholders youare aware of.

Answer 13

Reporting, meetings, calls or emails.

Question 14

What KPIs might you agree with a client to monitor performance?

Answer 14

Ouput measures,times scales, costs

Question 15

How do you gather data during the inception stage of a project, including client briefings and site based information?

Answer 15

Through due diligence, inspection and meetings.

Question 16

Tell me about an example of how you have provided good client care.

Answer 16

Providing a client with detailed advice to help their purchase.

Question 17

Tell me about an example of when you have provided a high standard of service to a client.

Answer 17

By commmunicating with a client pre and post inspection.

Question 18

How have you dealt with an unrealistic client deadline?

Answer 18

Explain to the client the deadline is unrealistic and I am unable to meet their demands.

Question 19

How have you dealt with unrealistic client expectations?

Answer 19

Explain to the client that the work is not included within the scope of work and a separate instuction must be made.

Question 20

Tell me about the approach you have taken when dealing with a nontechnical lay client.

Answer 20

Avoid using jargon and make sure the report and advice is user friendly.

Question 21

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Answer 21

Use more techincal terminology and detailed analysis.

Question 22

How have you compiled an appointment document?

Answer 22

Through booking confimations via clients.

Question 23

How have you established a clientÕs objectives?

Answer 23

Through a conversation when taking instuctions.

Question 24

How have you confirmed a clientÕs brief?

Answer 24

Via email confirmation.

Question 25

How have you established a scope of services?

Answer 25

Through meetings and conversations.

Question 26

How have you calculated fees for professional services?

Answer 26

On a market competitive rate.

Question 27

How have you established project stakeholders and their status within a project?

Answer 27

Through meetings and discussions

Question 28

How have you set up communication systems with a client and stakeholders?

Answer 28

Through engagement.

Question 29

How have you issued reports to a client?

Answer 29

Via email or post.

Question 30

How have you dealt with a complaint?

Answer 30

I deal with complaints by passing them onto my manager who acknowledges the claim and then responds. If the client is unhappy, we use a 2nd stage redress system.

Question 31

How have you measured KPIs?

Answer 31

Surveyor turnover

Question 32

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Answer 32

When discussing with a client prior an instruct I take all the information to advise them on the best solution.

Question 33

How do you use Hive to enhance your client care?

Answer 33

Hive allows me to record all information when conducting an inventory. This is beneficial because it requires the tenant to signs off the report which avoids any disputes at a later date.

Question 34

Elm Close how did you ensure you dealt with the clients specific concerns? Why was a L2 suitable? How did you explain your report findings clearly?

Answer 34

I made a note on the instruction sheet. A level 2 was suitable because it was a 1950s property. I was able to give detailed feedback within the report.