Client Care Flashcards
Who is your client as a surveyor?
My direct client, the public and any other third party affected can be considered a client to whom you have a responsibility
How do you identify new clients?
We target clients based on their property portfolios, annual reports and news in the press
What are some of the objectives clients might have from your experience?
- rent maximisation
- cost reductions
- rationalisation
- growth
- increased efficiency
- regionalisation
How do you take time to understand the goals of a client?
- meetings
- research
- terms of engagement
How does understanding the clients goals align with upholding the values of the profession?
Understanding their goals is critical to providing a high standard of service and helps to maintain confidence in the profession
Which rules of conduct are important to delivering a high standard of client care?
Members:
- competence
- service
Firms
- professionalism
- competence service
- complaints handling
- holding client money
What is your company’s complaints procedure?
- Inform BNPPRE
- Internal investigation
- Proposed solution
- If dissatisfied, referred to RICS Dispute Resolution services or Property Redress Scheme
In your Holborn example, you mention you did not act for either party to avoid a conflict. Would this have been a conflict and how could it have been bypassed?
I could have bypassed this by informing both clients of my association to both parties. As this work could have been of benefit to both, if I had received informed consent in writing to proceed, I could have acted for them.
What do you think are the key principles of good client care?
- regular communication
- understanding their objectives
- providing professional and considered advice
- being transparent with the client
- understanding your competence
Please give an example of good client care in your case study.
The speed and regularity of communication when updating my advice after the start of the Covid-19 pandemic
