Client Care

Question 1

What are the principles involved in client care?

Answer 1

Communication
Knowing your clients objectives
Having a complaints handling procedure
Checking for conflicts of interest.

Question 2

How do you deal with a demanding client?

Answer 2

-Understand what the clients goals.
-Keep in communication with them and reply promptly to any concerns.
-Keep a record of client communication for future reference.

-I will always try to resolve a client problem to protect my own reputation and potentially earn that client’s long-term loyalty, but I also recognise that if it can’t be resolved, terminating them may be the best solution if it is causing too many issues on resources etc.

Question 3

What do you do if your client ignores your advice?

Answer 3

Acknowledge their may be situations where client ignores the advice. Ensure that your advice is recorded in an email trail as well, in case it becomes a legal issue, and you can cover your back. Otherwise, it is ultimately up to the client, and you can reiterate their advice to try and state the risks they face if they ignore it but it is their decision.

Question 4

How do you ensure you know what your clients objectives are?

Answer 4

Have preliminary discussions with them to gain understanding before producing a clear and concise terms of engagement which outlines the scope of the instruction. I would ask the client to read it and ensure it is accurate and then return and sign it.

Question 5

Where do you get PII Cover from?

Answer 5

From one of the companies listed on the RICS approved insurers. This is because these insurers have been rated in terms of financial strength so have less risk of failing and leaving firms exposed to financial loss.

Question 6

How much professional indemnity insurance does your firm require?

Answer 6

Firm’s turnover in the preceding year determines the minimum level of indemnity required for every claim:
£100,000 or less =£250,000
£100,001 - £200,000 =£500,000
£200,001 and above =£1,000,000

Question 7

What is the maximum level of uninsured excess?

Answer 7

Liability of up to £500,000 => greater of 2.5% of the sum insured or £10,000
Liability of over £500,000 => 2.5% of the sum insured

Question 8

What should a sole practitioner do differently with regards to the their complaints handling procedure?

Answer 8

Must nominate a surveyor in another firm to act as their complaints handling officer

Question 9

What are the principles of client care?

Answer 9

Ensuing communication is regular, open and transparent