Client Care

Question 1

What/who is a client?

Answer 1

Is a professional person or organisation who is paying for your services

Question 2

What might the short falls of client care be?

Answer 2

Failure to have a CHP
Failure to disclose a conflict
Misuse of clients’ money
Failure to acknowledge correspondence

Question 3

What is client care?

Answer 3

Identifying all clients and appropriate behaviours to gain long term trusting relationships all with the public in mind, good communication

Question 4

Why is client care important?

Answer 4

For the reputation of the profession and within line with the global ethical professional standards of providing a high standards of service at all times, it also means clients will use your services again

Question 5

How do you act upon feedback from a client?

Answer 5

Responds, acknowledge and change

Question 6

What are the RICS rules of conduct?

Answer 6

The Rules provide a strong foundation for RICS, its professionals, and the firms it regulates, helping to protect the public and uphold the reputation of the profession.

Question 7

What is the difference between a client and a stakeholder?

Answer 7

A Customer is simply the recipient of the output of your product or service. Whereas a stakeholder a stakeholder does not have to be a recipient of your service or product, but does have to have a vested interest in how well your product or service performs.

Question 8

How might requirements differ between clients? Give some example of client goals?
Which of the five global ethical and professional standards relate to client care?

Answer 8

Some clients may need more support/ guidance or may prefer being communicated with in different ways.
Client goals could include – time frame and expert knowledge in the area.

Behaving respectfully to clients this means ensuring you are prompt and responsive to communication and you have their best interests in mind
Acting with integrity – dedicating yourself to a job, admit and rectify mistakes

Question 9

How can you measure successful client care?

Answer 9

Asking the client on issuing if they were happy with your service and repeat business is also a good indicator of client satisfaction.

Question 10

Can you give me more detail on what Employers Liability Insurance covers?

Answer 10

Employers’ liability insurance can pay the compensation amount and legal costs if an employee claims compensation for a work-related illness or injury.

Question 11

Can you tell me more detail on what Third Party Liability Insurance covers?

Answer 11

Third party liability insurance (public liability insurance) can cover the cost of legal fees and compensation costs if someone sues your business for injury or damage.

Question 12

What other insurance would you need to have if you had your own premises?

Answer 12

Employers Liability Insurance
Third party Liability Insurance
Building insurance
Professional Indemnity Insurance

Question 13

How do you choose your PI Provider?

Answer 13

The RICS issues a list of approved PI providers

Question 14

How would you manage clients’ money?

Answer 14

Set up a client account with the name of the account including ‘client’
Issue a statement of the account once it has been set up
Provide the client with the details of the account
Inform the client when monies is drawn down
When all the money has been drawn down I would provide the client with a reconciliation of the account.

Question 15

Who should be notified in the event of a complaint?and why?

Answer 15

PII insurers. It could lead to a claim for negligence.

Question 16

How do you deal with a complaint?

Answer 16

Respond and acknowledge the complaint promptly and in writing.
Log the complaint with the CHO
Details of the CHO should be provided.
Acknowledge within 7 days and investigate within 28 days
If the compliant has not be resolved in the time frame then be able to refer them to an ADR - independent redress scheme

Question 17

What are approved redress mechanisms?

Answer 17

The Property Ombudsman service

RICS Dispute Resolution Service

Question 18

What is the RICS guidance regarding complaints?

Answer 18

RICS Complaints handling 1st edition, July 2016 GN

The RICS have a CHP template on the website for RICS members

Question 19

What must RICS firms do in terms of complaints?

Answer 19

Have published CHP that meets the requirements of rule 7

Question 20

What is the guidance set out in RICS complaints handling 1st edition July 2016?

Answer 20

o	Value of terms of engagement 
o	Evaluation of complaint
o	Recording of complaint 
o	Understanding complaints 
o	Ensuring complaints are handled in accordance of terms of PII policy
o	Escalation and ADR

Question 21

How do you reduce complaints from clients?

Answer 21

Has a clear understanding of the service to be provided through communication and also issuing the scope of work/ terms of engagement
Provide a high standard of service to your client keeping to promises and scope of work

Question 22

What is the definition of a complaint?

Answer 22

Any expression of dissatisfaction

Question 23

Give me an example of excellent client care?

Answer 23

When producing a valuation report the client the bank requested an additional bases of value the special assumption of market value with a restricted sale period. I provided the client with a written email response agreeing to this additional request and made sufficient changes to this report.

Question 24

Give me an example of a conflict of interest?

Answer 24

Acting for the selling agent for the borrower and providing valuation advice for the client I would politely decline even if both parties were happy to proceed

Question 25

What would you describe as a good relationship with a client?

Answer 25

Whereby your clients feel comfortable being open and honest with you. They should feel that their ideas and concerns will be taken seriously.

Question 26

What would be factors that help produce an effective client relationship?

Answer 26

o	Acknowledge Your Client as an Individual
o	Maintain a Positive Attitude
o	Focus on Exceptional Communication
o	Be Open about Your Opinions
o	Exceed Expectations

Question 27

What is a complaint?

Answer 27

Any expression of dissatisfaction

Question 28

Why does your company have a complaint handling procedure? (link to conduct & ethics)

Answer 28

o RICS Rules of conduct for firms sets out that a firm should operate a CPH and maintain a complaints log. The procedure should include an ADR mechanism approved by the standards and regulation board.
o Also having a CHP links to the RICS global and ethical standards of taking responsibility.

Question 29

How would you handle a verbal complaint?

Answer 29

o It should be recorded in writing/ log book and then responded to in email.

Question 30

What are the five steps for setting up a successful Key Performance Indicator Process?

Answer 30

1. Define your goal
2. Understand your indicators
3. Decide what KPIS to set
4. Only chose a few KPIs
5. Put it all together

e.g. gaining new clients

Question 31

What current challenges is Covid-19 and/or Brexit bringing to Client Care?

Answer 31

Inspections at first stopped and therefore communication was a priority in order to fill the gaps that an inspection usually would.

Question 32

Can you give me an example of when you went ‘above and beyond’ and provided high levels of client care?

Answer 32

When working for a large pub company and inspection pubs across the country over a week period at the last minute the client requested additional inspections which were not in the planned inspection list, however I accommodated this and the client was grateful for this.

Question 33

Can you give me an example of where you have learned how to be better at client care? i.e. client less happy or could have been happier?

Answer 33

I think generally I learnt that asking questions sooner rather than later regarding the property and business was key to providing a high level of service.