Client Care

Question 1

Give an example of when you provided good client care

Answer 1

Swallow Place Disposal
Ensured full understanding of client’s objectives and target timescales at the outset
Arranged weekly update calls to inform Client of developments, including new interest/marketing initiatives etc.
Confirmed negotiating strategy with Client to ensure successful achievement of their objectives
Received repeat business from Client, demonstrating satisfaction with service delivered

Question 2

How would you deal with an unrealistic client deadline?

Answer 2

Honesty - from the start I would make it clear that an unrealistic timeline could compromise the quality of service received and therefore I can’t meet it
I would ensure I don’t overpromise and underdeliver

Question 3

How would you approach dealing with a non-technical lay client?

Answer 3

Office acquisition - there can be lots of technical jargon in this sector (Cat A +, perimeter trunking etc.) that can be difficult for a lay client to understand. I therefore ensured that I refrained from using technical terminology where possible and explained any technical terminology used by the landlord agents.

Question 4

How would you deal with a client complaint?

Answer 4

I would confirm receipt of the complaint to the complainant within 7 days and ensure it is actioned within 28 days, as per RICS guidance.
I would inform my firm’s Complaints Handling Officer and the legal team too if necessary