Client Care

Question 1

What would a balance sheet include?

Answer 1

Assets vs liabilities at a given date
A business’s financial position

Question 1

What are the different types of financial statement?

Answer 1

Balance sheet, profit and loss, cash flow statement

Question 2

How does a dun and bradstreet rating work?

Answer 2

Risk and financial strength
-Financial Strength - based on tangible net worth. Ranges from NQ to 5A/
-Risk - based on D&B rules, goes from 1-4

Question 3

What should a CHP include?

Answer 3

Information on ADR, who complaints handling officer is.

Question 4

What is difference between a client and a customer?

Answer 4

Customer buys products, client receives service

Question 5

Tell about why it is important to develop long-term client relationships.

Answer 5

It is important to build long-term client relationships because we are a people business and it means that we are doing a good job and we ultimately want them to retain us on future projects and jobs.

Question 6

Tell me about the different stakeholders you have come across in your role.

Answer 6

Different stakeholders in my role:
* Other surveyors
* Public authorities
* Claimants for CPO schemes
* Tenants
* Landlords

Question 7

Tell me about how you have tailored your client care to one of these stakeholders.

Answer 7

I provide a high standard of service to all stakeholders. However, for example public authorities have different reporting standards to others.

Question 8

Why is it important to you to set objectives?

Answer 8

It is important to set objectives because I then am clear of what my client wishes and wants are. From these I am then able to work towards them and ultimately accomplish them.

Question 9

How have you used standard forms of appointment?

Answer 9

In valuation I have used standard forms of appointment.
Typically in CPO it will differ per instruction.

Question 10

What KPIs might you agree with a client to monitor performance?

Answer 10

Timing, budget costs, achieved sale price
eg. Fitzrovia - achieved quote price for the property

Question 11

Tell me about an example of when you have provided a high standard of service to a client.

Answer 11

Interest schedules

Question 12

Q. What is your firm’s Complaints handling procedure?

Answer 12

Savills - Complaints acknowledged within 5 working days
- Written response within 10 working days
- Then complainant has 10 days to confirm in writing if they’ll take the matter further
- Then within 5 days they will receive our suggested resolution to their complaint.
- If still unsatisfied;