Client Care

Question 1

What is a complaints handling procedure

Answer 1

Procedure/form that sets out how a complaint is handled and the associated time frames for handling

• will also include ADR

Question 2

What is Client care?

Answer 2

Looking after the Clients best interests and providing an appropriate service that satisfies the Clients needs and achieves value for money

Question 3

What is Client care?

Answer 3

Looking after the Clients best interests and providing an appropriate service that satisfies the Clients needs and achieves value for money

Question 4

how can you ensure Client Care?

Answer 4

• professionalism
• Competancy
• Punctuality
• Trust
• Reliability
• Presentation
• Regular communication
• KPIs

Question 5

How would you identify the neeeds of the Client?

Answer 5

Client accout Planning sessions

1. Discussions on what is required
2. Review performance and identify areas of improvement
3. Listen closely to the Client and ask right questions

Question 6

What is a Client Brief?

Answer 6

Formal statement of objectives and requirements

Question 7

When should you decline an instruction of new work from a Client?

Answer 7

• Conflicts of Interest
• You can’t competantly do the job
• Illegal

Question 8

How would you calculate a fee proposal?

Answer 8

Review the work involved and time and resources required to undertake the work - use hourly rate

Question 9

Why is Client Care important in your organisation?

Answer 9

• Heavily rely on retaining Clients (repeat business)
• Advisory service requires high level of trust and transparency and high standard of service

Question 10

What is your companys procedure for Client feed-back?

Answer 10

• partners review performance with Clients every 1-2 months
• Informal continuous eed-back through meetings / emails

Question 11

How would you handle a complaint?

Answer 11

Would aim to resolve myself in first instance through negotiation

• I would then refer them to a partner or the complaints handling procedure

Question 12

What is Workmans Complaints handling procedure?

Answer 12

CHP provides redress mechanism, details of investigating officer (group company secratary) and confirmation that the complaint will be handled/resolved within 28 days

• ADR is provided in the CHP as a resort if the complaint cannot be resolved

Question 13

What ADR is there?

Answer 13

• Centre for Effective Dispute Resolution
• Property Ombudsman / Ombudsman service business to business
• RICS Dispute Resolution Scheme
• The Property Redress Scheme
• Independent Expert
• Arbitration

Question 14

What are your rent KPIS?

Answer 14

90% collection on day 7
95% colleection on day 14
98% collection on day 28

Question 15

Talk me through one of the reports you prepare for your Client and how this meets their needs

Answer 15

Run arrears reports which show our comments for each outstanding chage - this helps them understand what we are ding to achieve the KPIs set

Question 16

Why is regular contact with Clients important?

Answer 16

To provide a high standard of service and establish trust - essential for good Client Care

Question 17

How do you achieve your KPIs?

Answer 17

• Maintain good landlord and tenant relationship
• have processes in place to chase outstanding charges and pre-chase charges becoming due

Question 18

What is Client empathy?

Answer 18

Understanding the needs of your Client and delivering value for money above and beyond their expectations

Question 19

What is an example of your Client Care / Client empathy skills?

Answer 19

I respond to Clients the same day unless on site which shows i am delivering a high standard of service and prioritising their needs

Question 20

How do you identify your Clients?

Answer 20

My company does this through market research and networking events

• In the even of a property sale, i ensure i am attentive in finding out the new purchaser and how they aim to manage the site going forward

Question 21

How do you identify your Clients needs and expectations?

Answer 21

• Ask questions and listen to the Client
• Understand Client brief
• Speak to Client and establish needs direct

Question 22

How do you establisb trust?

Answer 22

Be:
- Transparent
- Honest
- Professional
- High standard of service
- Act in the best interest of the Client