Client Care Flashcards
Tell me about why it is important to develop long-term client relationships?
-Increased business opportunities (clients who value service will be more likely to return for business in future)
-Improved communication (understanding clients need better)
-Increased trust.
-Improved collaboration (easier working with someone you get along with)
Tell me about different stake holders you have come across in your role?
When valuing property stakeholders could be; the client (e.g. bank), their customer (e.g. Landlord), tenants within the property and other parties.
Why is it important to set objectives?
-provide focus and direction.
-Motivate all parties to achieve the objective.
-Help prioritise resources and efforts more efficiently.
Provide accountabililty.
Tell me about your duty of care towards clients?
Valuers owe duty of care towards their clients both in contract and in tort (ie negligence). This assumes professional to observe skill and care of a ‘reasonable’ professional when providing service.
How do you set fees?
Varies with what type of service offered. Understand what client requires in terms of service and how long this will take. For some types of work if may be appropriate to quote a fixed fee or hourly rate for work.
How have you defined your scope of services within the limits of your competence and PI insurance?
-In TofE set out exact parameters of service including assumptions and SA.
-Include liability cap if possible.
-Only take on work you competent to carry out.
How to identify stakeholders?
Stakeholders can either have a direct or indirect interest in the property being valued.
What does BS EN ISO 9004 relate to?
Quality management system. Provides guidance on how to make system more successful.
What is the definition of a Key Performance Indicator (KPI)?
Type of performance measurement. Evaluate success of org or particular activity it engages in. They can be used to monitor costs, track progress, assess client satisfaction and identify strengths and weaknesses.
What insurance requirements are you aware of?
- RICS Regulation - PI Insurance
Requirements. - RICS Practice Info - Risk, Liability and Insurance (1st Edn, effect Apr 2021)
How have you established a clients objective?
Communicated with them before agreeing instruction and setting TofE in line with this objective. Provide diligent service in order to achieve this objective.
How have you issued reports to client?
I have issued reports directly to the client, along with issuing them via a third-party’s internal system which evaluates the report against the level of service agreed before sending over to the client afterwards.
How have you dealt with a clients unrealistic deadline?
First find out how long job will actually take then advise client asap that this will take longer than their deadline. Ask client if they would still like to proceed with instruction.
What is a duty of care?
To ensure that another party does not suffer harm or loss that can arise as a result of a breach of contractural obligations or Tort of negligence.
What RICS document relates to complaints?
RICS UK Professional Standard - Complaints Handling (1st Edn, Effective July 2016)
