Client Care

Question 1

What is client care?

Answer 1

Looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs

Question 2

What principles would you undertake to provide good client care?

Answer 2

• Professionalism
• Competence
• Punctuality
• Trust
• Reliability
• Presentation
• Regular communication
• Understand my client’s objectives and requirements

Question 3

Why is client care important for your firm?

Answer 3

• It showcases our professionalism and helps build our reputation to attract more business opportunities
• Majority of work is developed through repeat business from existing clients so it’s important for client to achieve their requirements and also for company to encourage repeat business
• Providing excellent client care reduces potential for negligence claims

Question 4

What is Client Performance Feedback?

Answer 4

Gathering and acting on feedback from clients

Question 5

How do you encourage repeat business?

Answer 5

• Provide high levels of service and customer care during projects
• Obtain feedback and act on it
• Deal with complaints honestly and effectively
• Keep in touch with clients even when you have no live projects with them
• Organise social events

Question 6

Give another example of when you have provided good client care?

Answer 6

When a client wanted to find new office space but they had a tight relocation deadline so I quickly put together a presentation of suitable options. After receiving the client’s comments, I organised various viewings with the appropriate agents and sent over a viewing tour