Client care Flashcards
Tell me about why it is important to develop long-term client relationships
Level 1 - Green
We work in a profession where a lot of work comes from repeat clients such as estate agents. Ensuring long term client relationships helps secure the stream of work from these clients.
Tell me about the different stakeholders you have come across in your role
Level 1 - Green
- Sellers
- Purchasers
- Agents
- Solictors
- Lenders
Tell me about how you have tailored your client care to one of these stakeholders
Level 1 - Green
When reporting to a lender, I ensure I report in accordance with their guidance
Why is it important to you to set objectives?
Level 1 - Green
- Provides focus
- Provides direction
- Provides motivation
- Allows recources and efforts to be allocated efficiently
Tell me about your duty of care towards your clients.
Level 1 - Green
We owe a duty of care to consumers to take reasonable care in the preparation of services
How do you set fees?
Fees are set to reflect the amount of work involved in an instruction as well as incorporating the costs associated with providing the service
What insurance requirements are you aware of (both legal and RICS)?
PI Insurance
Employers liability insurance
Motor insurance
Public liability insurance
Premises Insurance
How are stakeholders identified?
Think about how our services impact others and how others might impact them
Explain formal communication systems with clients and stakeholders you are aware of
Letters
Phone calls
Video calls
What KPIs might you agree with a client to monitor performance?
SLAs
Explain what BS EN ISO 9004 relates to.
Quality management
What is the definition of a Key Performance Indicator (KPI)?
Form of performance measurement
Tell me about an example of how you have provided good client care
- Delivering reports within specified timeframe
How have you dealt with an unrealistic client deadline?
Informed them that the type of work is not able to be turned around in the specified timeframe. Informed them that in order to ensure that work that is produced is done to a high standard an appropraite amount of time must be allocated.
How have you dealt with unrealistic client expectations?
Unrealistic valuations
Tell me about the approach you have taken when dealing with a non- technical lay client
- Reporting in non-technical language that can be understood
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
How have you established a client’s objectives?
How have you confirmed a client’s brief?
How have you established a scope of services?
How have you calculated fees for professional services?
How have you complied an appointment document?
How have you established project stakeholders and their status within a project?
How have you set up communications systems with a client and stakeholders?
How have you issued reports to a client?
How have you dealt with a complaint?
How have you measured KPIs?
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
In your Hardgate example, how did you advise your client on security for lending?
Level 2 - SOE
Who did you have a duty of care towards in the BTL case?
Level 2 - SOE
In your Dinnet example, how did you communicate the delays to your client?
Level 2 - SOE
How did you manage your clients expectations in the Dinnet example?
Level 2 - SOE
I informed the client via email that the address on the register was incorrect and I had to make a submission to the register to have it changed to the correct one. I informed the client of the expected timeline for the address to be changed in order to manage their expectations.
What are your level 2 examples?
- Hardgate - buy-to-let mortgage valuation on an ex-local authority flat. When checking lenders guidance I realised that ex-local authority flats outside Edinburgh and London were not acceptable to them as buy-to-let security. I reported in accordance with their guidance and stated they were unsuitable.
- Dinnet - EPC in which the address of the property was not on the register so I was unable to create the EPC. I made the application for change and informed the client of the delay and how long it would take to rectify.
What data collection requirements are there?
Who can a client ultimately complain to?
Who is your contact officer?
What procedures are in place for complaints?
How do you ensure clients requirements are recorded and met?
Can you provide an example where you have given your client advice?
How have you applied the principles of client care to the conflicting interests of …..? (e.g. seller and buyer when preparing a Home Report).
Explain how you have been able to apply the principles of client care to the specific needs of a client – (say a bank or mortgage lender).
Give an example of when you have used your CHP.
Give an example of when you have resolved a client complaint.
How do you keep your clients happy?
How do you identify who or what is a client?
Give an example of good client care you have been involved in
