Client Care

Question 1

Prior to working with a new client, what pre-appointment checks would you undertake?

Answer 1

• Ensure knowledge, skill and competence.
• Check conflicts of interest
• AML Checks in line with RICS Professional statement on countering bribery and corruption, money laundering and terrorist financing.
• PII insurance
• Written terms of engagement

Question 2

Why is client care so important?

Answer 2

• More likely to retain clients
• Develop new business
• Positive testimonials
• Poor client care can lead to client dissatisfaction, complaints and PII claims for professional negligence.

Question 3

What is a complaint and why is this a serious topic area for surveyors?

Answer 3

Statement made which outlines unsatisfactory or unacceptable service.

Can be made formally either in writing or verbally.

Important complaints are taken seriously as RICS require these to be handled in line with complains handling procedures.

Practices need to notify PII insurers.

Worst Case - Complaints result in loss of clients, reputation damage and PII claims against firms.

Question 4

On receipt of formal complaint from client in writing what would you do?

Answer 4

• Arrange a call to discuss as soon as possible.
• Notify them of receipt of complaint and that you are working rectify the issue.
• Issue client copy of my firms complaints handling procedures.
• If complainant escalates, take this up with complaints handling team at firm.
• Notify PII insurers in line with requirements.
• Arrange meeting with client to review feedback and address any areas of concern.
• If unable to resolve the complaint, refer this matter to the RICS independent redress scheme.

Question 5

What is Duty of Care?

Answer 5

DOC - is to ensure that another party does not suffer harm or loss that can arise as a result of a breach of contractual obligations or Tort of negligence.

Question 6

What needs to have occurred for a negligence claim to be made?

Answer 6

Duty of Care is Breached - Loss - Damages (negligence claim)

Question 7

What is your firms procedure for obtaining client feedback?

Answer 7

• Client performance reviews undertaken every 3 months
• Use of KPIs
• Regular day - to - day internal communication with the client.

Question 7

What is the difference between a customer and client?

Answer 7

Customer
- Purchasing goods and service from a company.
- One time transactions.

Client
-Person who looks for professional service from a business.
- Focus on long-term goals and long-lasting relationship.