Client care

Question 1

Tell me about an example of how you have provided good client care.

Question 2

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

Question 3

How have you dealt with an unrealistic client deadline?

Question 4

How have you dealt with unrealistic client expectations?

Question 5

Tell me about the approach you have taken when dealing with a non-
technical lay client.

Question 6

Tell me about the approach you have taken when dealing with a client
with a high level of property knowledge

Question 7

How have you established a client’s objectives?

Question 8

How have you confirmed a client’s brief?

Question 9

How have you established a scope of services?

Question 10

How have you calculated fees for professional services?

Question 11

How have you compiled an appointment document?

Question 12

How have you established project stakeholders and their status within a
project?

Question 13

How have you set up communication systems with a client and
stakeholders?

Question 14

How have you issued reports to a client?

Question 15

How have you dealt with a complaint?

Question 16

How have you measured KPIs?

Question 17

How have you analysed the data gathered through the client briefing
process and formulated a detailed client brief?

Question 18

Birmingham Land Review - How do you feel you represented good client care in this matter?

Question 19

Birmingham Land Review - In terms of your presentation, how was this received?

Question 20

Birmingham Land Review - How did you communicate with the landowner?

Question 21

Birmingham Land Review - Why is it important to ensure good relationships with clients?

Question 22

Bagot Street, Birmingham - You mentioned the wall was in a poor state, what let you to this
conclusion?

Question 23

Bagot Street, Birmingham - If it was not your clients, how would you have communicated this to the
relevant party?

Question 23

Bagot Street, Birmingham - Whose responsibility was the wall?

Question 24

Bagot Street, Birmingham - How did your client respond to your recommendation of instructing a
specialist?