Client Care

Question 1

Why is Client Care important?

Answer 1

• A lot of work is developed through repeat business
• Reduces the risk of negligence claims
• Promotes trust in the profession, as required by the RICS rules of conduct

Question 2

What is CPF?

Answer 2

Client Performance Feedback
- An interview/feedback form undertaken with the client to understand what they liked/disliked about the service(s) they received

Question 3

How do you identify the client’s needs?

Answer 3

• By holding discussions with the Client to understand their key deliverables and the scope of service they require

Question 4

What is a client brief?

Answer 4

• A formal statement of the objectives, and functional and operational requirements of the finished project

Question 5

When should you decline instructions for new work?

Answer 5

• If there is a conflict of interest in place
• If the job can’t be resourced adequately
• If there is a lack of relevant experience/knowledge on the matter
• If the work is illegal
• If my appointment would not be in the client’s best interest

Question 6

What should be considered when considering a bid?

Answer 6

• Understand the Client’s requirements and if this is a service we provide
• Is the bid suitable for the firm, considering any risks

Question 7

What makes up a fee proposal?

Answer 7

• Identifying the client’s needs
• Relevant experience
• CVs
• Organograms
• Proposed fee
• Conditions of engagement

Question 8

How would you limit your risk of working with a client who is potentially financially unstable?

Answer 8

• Check their financial reports on companies house
• Request a Dun & Bradstreet credit check
• A general internet search/speaking with contacts

Question 9

If your client asks you to lower your fee, what should you do?

Answer 9

• State that the fee is fair for the services being provided
• Check to see if there can be a change in the offer to reduce the amount of services