APC Mandatory - Client Care Flashcards
Client Care Questions
Tell about why it is important to develop long-term client relationships.
To generate long term business connections and leads.
Tell me about the different stakeholders you have come across in your role.
Clients, neighbours, contactors, developers, architects, solicitors.
Tell me about how you have tailored your client care to one of these stakeholders.
When tendering out projects I have to apply good client care to contractors.
Why is it important to you to set objectives?
To give clarity and focus to the business.
Tell me about your duty of care towards your clients.
To exercise reasonble skill and care in relation to the instuction.
How have you defined your scope of services within the limits of your competence and PI insurance?
Scope of service remains within my area of competence and PII is reflected accordingly.
How do you set fees?
Fees are set inline with other local RICS surveying firms.
How have you used standard forms of appointment?
I have use forms of appointment when carrying out buidling surveys
What mechanisms are contained within an appointment document?
Definations, instructions obligations, health and safety’ liabilities etc.
What insurance requirements are you aware of (both legal and RICS)?
PII, public liability, employers liability, third party liability, building, contents and interruption insurance.
How are stakeholders identified?
By identify those who are directly impacted by the project and those who may be indirectly affected
How do you establish their status within a project?
Through engagement.
Explain formal communication systems with clients and stakeholders youare aware of.
Reporting, meetings, calls or emails.
What KPIs might you agree with a client to monitor performance?
Ouput measures,times scales, costs
How do you gather data during the inception stage of a project, including client briefings and site based information?
Through due diligence, inspection and meetings.
Tell me about an example of how you have provided good client care.
Providing a client with detailed advice to help their purchase.
Tell me about an example of when you have provided a high standard of service to a client.
By commmunicating with a client pre and post inspection.
How have you dealt with an unrealistic client deadline?
Explain to the client the deadline is unrealistic and I am unable to meet their demands.
How have you dealt with unrealistic client expectations?
Explain to the client that the work is not included within the scope of work and a separate instuction must be made.
Tell me about the approach you have taken when dealing with a nontechnical lay client.
Avoid using jargon and make sure the report and advice is user friendly.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
Use more techincal terminology and detailed analysis.
How have you compiled an appointment document?
Through booking confimations via clients.
How have you established a clientÕs objectives?
Through a conversation when taking instuctions.
How have you confirmed a clientÕs brief?
Via email confirmation.
How have you established a scope of services?
Through meetings and conversations.
How have you calculated fees for professional services?
On a market competitive rate.
How have you established project stakeholders and their status within a project?
Through meetings and discussions
How have you set up communication systems with a client and stakeholders?
Through engagement.
How have you issued reports to a client?
Via email or post.
How have you dealt with a complaint?
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.
How have you measured KPIs?
Surveyor turnover
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
When discussing with a client prior an instruct I take all the information to advise them on the best solution.
How do you use Hive to enhance your client care?
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.
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?
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.
