Client Care

Question 1

Can you tell me what represents good client care?

Answer 1

• Understanding your clients objectives and goals
• Always acting in their best interest
• Being reliable and keeping in regular communication

Question 2

Why is it important to maintain good relationships with clients and stakeholders ?

Answer 2

To portray your company in the best possible light and build a good reputation along with contributing to repeat business.

Question 3

Can you tell me rule two and rule three of the rules of conduct?

Answer 3

Rule two - members and firms must ensure professional competence and that all work is carried out by competent individuals with the appropriate expertise.

Rule three - members and first must provide a good quality diligent service

Question 4

You say you understand the savills complaints process, what is this?

Answer 4

Three step process:

1. Try and solve with the complainant in the first instance.
2. Notify internal compliance team who will provide details of CHP and who dealing with complaint (usually HOD). They must acknowledge within 5 days and respond within 10 days.
3. If complainant not happy then use ADR (CEDR)

Question 5

Can you give me an example of where you have showed good client care?

Answer 5

During an agency disposal in Blandford:

• I kept my client up to date on the marketing process, any interest and offers received.
• I was reliable and contactable and met their objectives.
• In doing so I sold the property before their desired timescales.

Question 6

How do you keep your client up to date?

Answer 6

Either done in person, via teams or
telephone call or email

Question 7

What would you need to consider with communication with a new client?

Answer 7

I would typically like a to meet in person or teams for the first meeting to better understand each other and meet face to face.

I would consider their preference on communication methods. They may prefer calls or emails or be hard of hearing etc.