Client Care

Question 1

What is client care?

Answer 1

Looking after the clients best interests and providing an appropriate service that satisfies the clients needs and achieves value for money. Can be done by:
Professionalism
Competent
Punctuality
Trust
Reliability
Presentation
Regular communication
Review of services provided and standard
Key Performance Indicators to monitor client satisfaction
Central Provident Fund

Question 2

Importance of Client care to business?

Answer 2

The majority of work is developed through repeat business from existing clients. Therefore it is important not only for the client to achieve his requirements for the substantial amount of money paid, but also for the company providing a service to ensure repeat businesses from existing & new clients. Word of mouth from a happy client can result in further work. However, a dissatisfied client can be very damaging as rumours spread quickly. Reduce potential for negligence claims & protect personal indemnity.

Question 3

How would you identify the needs of a client?

Answer 3

Client Account planning sessions
Assess the needs of the client of an individual basis.
Discuss with the client what service they would want, settle on details.

Question 4

What is client empathy?

Answer 4

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

Question 5

What is an example of your client care/empathy skills?

Answer 5

Made sure to contact the client in a quick and efficient manner, talking through any issues they had with the report. Talking through the epc.

Question 6

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

Answer 6

Conflict of interest
Not in the clients interest
Illegal

Question 7

How would you limit the risk of working with a client who may be financially unstable?

Answer 7

Credit check
Company search
Internet search

Question 8

If your client asked you to lower your fees because of their limited funding, what would you do?

Answer 8

The client would have to pay for level of service required.

Question 9

How would you calculate a fee?

Answer 9

Review the work involved, size of property, estimate value and location.

Question 10

Why is client care important in your organisation?

Answer 10

We provide advisory services and a high level of trust between ourselves and our clients is essential for a successful report.
We also rely heavily on repeat business and have our reputation to maintain.

Question 11

What is your company’s procedure for client feedback?

Answer 11

Informal continuous feedback
Satisfaction survey questionnaire

Question 12

How do you identify your clients?

Answer 12

I investigate the local markets and areas to see who are the most prominent estate agents and solicitors. Then start to reach out and make contact to find the key influencers are to build rapport and gain trust to start carrying out work.

Question 13

How do you identify your clients needs and expectations?

Answer 13

Ask questions and listen to client.
Understand they are selling a property and would require a high standard report with accurate information to sell their property.

Question 14

How do you establish trust?

Answer 14

Be transparent
Be honest at all times
Learn about your client and their objectives
Only act within your level of competencies
Always act in a professional manner
Always provide a high level of service

Question 15

How do you encourage repeat business?

Answer 15

Provide high level of service
Obtain feedback to improve on
Deal with complaints honestly and effectively
Keep in touch with clients
Organise business development activities such as social events or CPDs

Question 16

Provide an example of when you provided good client care?

Answer 16

• Prioritising non-urgent HR over an urgent HR.
• Ensure that reports are completed according to the lender specific guidance
• When meeting with potential/existing clients I am aware of how I should be acting and what behaviours are appropriate.

Question 17

What options are available for complaints handling when setting up an RICS firm?

Answer 17

2 stage RICS approved Complaints Handling Procedure
Stage 1 – Complaint is received in writing and an acknowledgment of receipt issued within 7 days. Full response within 28 days, or an update at least.
Stage 2 – If unable to resolve then complaint will go to an independent redress provider

Question 18

Who is the new regulatory body responsible for address any complaints?

Answer 18

Centre for Effective Dispute Resolution (CEDR)

Question 19

Why would you use key performance indicators and can you provide examples of what these might be?

Answer 19

KPI’s allow you to measure targets based on specific targets and goals. Examples of these may be audit results, turnover times, number of inspections etc.

Question 20

How would you obtain details of your client’s objectives on a project?

Answer 20

Formally request them e.g. A terms of engagement letter stipulating what we are doing and ask them to acknowledge and sign this document ensuring they are happy with what we are doing.

Question 21

How do you measure your level of client care?

Answer 21

• Audit results from lenders.
• Feedback from clients/customers.
• Customer retention.
• Number of complaints.

Question 22

How do you ensure the client understands the level of information and/or service you are providing them?

Answer 22

• Signed terms of engagement are returned.
• Ask them.