Client Care Flashcards
Tell about why it is important to develop long-term client relationships.
Understand the clients’ objectives and requirements and understand their longer-term goals. Repeat business.
Tell me about the different stakeholders you have come across in your role.
Vendors, Purchasers, Landlord, Tenants, other Agents.
Tell me about how you have tailored your client care to one of these stakeholders.
Vendors. IRS & weekly meetings
Why is it important to you to set objectives?
To keep track of progress and give direction in my role.
Tell me about your duty of care towards your clients.
To act ethically and in my clients’ best interests.
How have you defined your scope of services within the limits of your competence and PI insurance?
Set out that DTRE are not instructed to provide any formal valuation to be relied upon. Any financial information of an asking price etc will not be carried out in accordance with the valuation requirements of the Valuation Manual published by the RICS.
How do you set fees?
Within the terms of engagement, normally as a % fee.
How have you used standard forms of appointment?
Templates where the necessary information can be filled out depending upon the nature of the instruction from the client.
What mechanisms are contained within an appointment document?
Mechanism of how the fee will be calculated e.g. as a % of price
What insurance requirements are you aware of (both legal and RICS)?
TBC
How are stakeholders identified?
Anyone that can affect or is affected by what you are trying to achieve.
How do you establish stakeholders status within a project?
Stakeholder mapping and effective stakeholder engagement.
What KPIs might you agree with a client to monitor performance?
Pricing – Outcome of a sale
How do you gather data during the inception stage of a project, including client briefings and site based information?
Notes, pictures, meeting minutes, email traffic
Explain what BS EN ISO 9004 relates to.
A document that provides guidance to organizations to support the achievement of sustained success by a quality management approach.
What is the definition of a Key Performance Indicator (KPI)?
A quantifiable measure used to evaluate the success of an organization, employee etc.
Tell me about an example of how you have provided good client care.
Weekly meetings with Canmoor for Windsor letting instruction. Ensuring the joint agents were co-ordinated in circulating the enquiry schedule.
Tell me about an example of when you have provided a high standard of service to a client.
Ensuring that the enquiry schedule was always sent to the client in advance of the meeting. Following up any actions within the meeting and confirming this after.
How have you dealt with an unrealistic client deadline?
Managed client expectations.
How have you dealt with unrealistic client expectations?
Managed these carefully backed up with appropriate supporting evidence.
Tell me about the approach you have taken when dealing with a non-technical lay client.
Ensuring all terminology is broken down.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
Ensuring sufficient data to back up reasoning. Keeping them informed throughout.
How have you established a client’s objectives?
Co-ordinate SMART (specific, measurable, achievable, realistic, time bound) objectives. Take the time to understand their objectives.
How have you confirmed a client’s brief?
Followed up with any necessary questions.
How have you established a scope of services?
TBC
How have you calculated fees for professional services?
A fixed fee of an outcome. E.g. % of purchase price / % of rent.
How have you compiled an appointment document?
TBC
How have you established project stakeholders and their status within a project?
Through stakeholder mapping
How have you set up communication systems with a client and stakeholders?
Dataroom, email chains.
How have you issued reports to a client?
Exported to PDF and sent via email.
How have you dealt with a complaint?
N/A?
How have you measured KPIs?
Pricing – Outcome of a sale
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
TBC
Cheltenham – how did you keep your client updated?
Weekly meetings when appropriate. Emails, phone calls.
How did you meet your client’s objectives?
Ensured I understood their objectives.
Crawley – what did you ToEs include?
Fee basis, payment of expenses. DTRE’s terms of business - copy of the firms complaint handling procedure, detail on PII.
How did you ensure you provided a high standard of client care?
Understood objectives. Good communication.
