Client care

Question 1

Why is client care important?

Answer 1

Rules of Conduct
Satisfied clients are more likely to return for future business again, gain your services on projects and importantly recommend your services to others.

Question 2

Who is your companies complaints handling officer?

Answer 2

Charlotte Fairman

Question 3

What is your employers complaints handling procedure?

Answer 3

Would try to deal with it myself first if that doesn’t work I would ask them to give the complaint in writing and report it to my line manager for 1st stage investigation and then to CHO as the 2nd stage.
-5 working days to acknowledge receipt
- 15 working days for 1st investigation - director not involved in case
- 15 working days for 2nd investigation - another director not involved in case
- referred to ADR (Centre for Effective Dispute resolution

Question 4

• What would you do if you felt that an instruction was outside the scope of experience or knowledge?

Answer 4

Refer to colleague who is expert, for example residential colleauge

Question 5

2. What role does your Property Management Agreement play in improving client care?

Answer 5

conduit between client and tenants - a good propoerty managernot only ensures smooth operational running but also good relationships which in turn gives a good impression to the tenant

Question 6

What role do TOE play in improving client care?

Answer 6

Clear instruction, wherein terms are stated so as to avoid misunderstandings going forward

Question 7

How did you ensure your rates were competitive and why is this important when establishing fees?

Answer 7

1. benchmarked against outside compettitors
2. benchmarked against
3. considered the time and resources required for the undertaking

Question 8

4. What was your basis of fees on this matter?

Answer 8

• set according to industry and departmental standards
• signed off by client

Question 9

5. At what point should fees be discussed with a potential client?

Answer 9

Early stages so as to avoid any misunderstanding. After understanding the undertaking

Question 10

6. Explain a situation where you delivered good client care?

Answer 10

Proactively provided analysis on unit rentals on industrial estate to the client – by mapping graphically the market rents applied and passing rents on a psqft on a estate map, the client was able to see quickly where the psf differed

Question 11

7. What did you do to maintain good client relationships?

Answer 11

Regular meetings, Teams calls, presentations, also helped to arrange training sessions where our expert valuers would explain how our company goes about the valuation

Question 12

8. How did you handle feedback from your arrear’s meetings?

Answer 12

• client feedback for example that the

Question 13

• How do you build good client relationships?

Answer 13

• understanding client objectives and requirements
• listening to client and seeking formal and informal feedback from clients
• understanding client position and longer-term goals adoptiing holistic approach
• responding quickly to queries and regular reporting systems
• robust complaint handling procedure

Question 14

• What is important in establishing fees?

Answer 14

• not excessive
• in line with what is to be expected

Question 15

• How did you set up communication systems with clients?

Answer 15

• I set up regular meetings to discuss arrears, first by suggesting to client during quarterly meeting that they should be more regular then organising a time for all clients to join