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?

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?

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?

Question 13

• How do you build good client relationships?

Question 14

• What is important in establishing fees?

Question 15

• How did you set up communication systems with clients?