Business Planning, Client Care, Communication

Question 1

What would you include in a business plan?

Answer 1

SWOT analysis to analyze opportunities and identify biggest threats or risks.

The use of fee forecasting

Question 2

Can you tell me what are some good negotiation skills?

Answer 2

• agreeing your clients objectives and negotiation strategy before the start of negotiations.
• research and preparation including use of SWOT
• Preparing your win-win and fallback positions.
• confirming with client what points are non-negotiable
• understanding the other parties position.
• Developing a collaborative approach
• finding a resolution that suits both parties.
• walk away when you need to

Question 3

What are some examples of good client care?

Answer 3

• understanding your clients objectives and requirements.
• listening to client to receive feedback.
• responding speedily to queries.

Question 4

How would you deal with a complaint?

Answer 4

• refer to the LSH complaints handling policy which is in line with the RICS Professional Statement Complaints Handling 2016.

Question 5

How should a firm approach complaints handling?

Answer 5

1. should be compliant with RICS Professional Statement Complaints Handling 2016.
2. a firms CHP needs to be approved by RICS.
3. PII insurers should be notified ASAP if there is a complaint that could lead to negligence.
4. CHP should be included in the terms of business.
5. complaints log should be kept details the progress of all existing complaints.
6. firms should include an ADR mechanism in their CHP.

Question 6

What are the standard minimum steps for handling a complaint?

Answer 6

2 stages:

Stage 1: (in house)
- acknowledged and CHP provided within 3 days, response provided in 15 days.
- Acknowledgement should confirm CHP and who will be investigating the complaint. David Gilbert

Stage 2: (ADR)

• acknowledged in 3 days Complaints Handling Officer (David Gilbert) and responded to in full within 15 days.

After this, they will need to take the matter to the property ombudsman for independent review.

Question 7

When does RICS get involved with complaints?

Answer 7

if the member fails to respond to complainant or prevents them from accessing an independent redress scheme.

Question 8

Can a sole practitioner handle their own complaints?

Answer 8

No, they must nominate a surveyor from another firm.

Question 9

What must you consider when starting your own firm