Client Care

Question 1

What is client care?

Answer 1

Guiding and helping your client to understand what they need to achieve their goals in a clear and transparent way and looking out for their interests so long as it in line with the moral, ethical and RICS standards.

Client care can be provided through:
- professionalism
- Competence
- Punctuality
- trustworthiness
- Reliability
- Presentation
- Regular communication
- Monitor client satisfaction
- Taking on board feedback

Question 2

Why is Client Care important for surveying firms?

Answer 2

-Clients are likely to return for repeat business if they have a good standard of client care.
- It promotes trust in the profession
- Client testimonials can be used to encourage more business
- dissatisfied clients can lead to a negligence claim

Question 3

What is CPF?

Answer 3

Client Performance Feedback - This is the process of requesting feedback from clients to understand where improvements can be made and where our strengths lie

Question 4

How would you identify the needs of a client?

Answer 4

I would have a conversation with the client on what they are aiming to achieve, and often, depending on the job arrange a site visit to understand the project. This will allow me to advise the client on what type of service I would recommend to the client.

Question 5

What is a client brief?

Answer 5

• A client brief is to set out the expectations of the project
• it sets out the aim of the project and lets the client know you have understood their needs.
• It is an important document that can be referred back to throughout the project to prevent scope creep, help new team members understand the project.

Question 6

Provide an example of your client care and empathy skills?

Answer 6

I always aim to give my clients my full attention, and provide a diligence service.

In one example a potential client enquired if we could help with a project on their listed church, they had been let down by a pervious consultant and were concerned about getting the project going. I arranged a site meeting but asked if in the mean I could do some reading on the requirements for working on a listed church. After research, it was clear that as we did not have anyone with conservation accredited in our team, we could not take on the project; before I informed the client of this, I sought out a conservation specialist who my colleagues recommended, and I confirmed with them they would be interested in taking on the project. I then informed the client We could not do the project, however if they were happy for me to pass on their details I had an suitable alternative lined up for the,