Client Care Flashcards
Tell about why it is important to develop long-term client relationships.
For recurring work. The better the relationship the more chance the client comes back to you for work.
Tell me about the different stakeholders you have come across in your role.
Contractors, Facilities Managers, External Surveyors.
Tell me about how you have tailored your client care to one of these stakeholders.
Using different communication methods and forming strategies that are tailored to the client’s business needs.
Why is it important to you to set objectives?
Alignment with a client’s business need, it provides direction and can be used to monitor performance with KPIs.
Tell me about your duty of care towards your clients.
I have a duty to exercise reasonable care and skill in advising on the correct market rent and market value. I also have a duty of care to act in the public’s interest.
How do you set fees?
I review the scope of services, review the market rate and assess the responsibilities and deliverables.
What insurance requirements are you aware of (both legal and RICS)?
Professional indemnity insurance - should comply with RICS limits.
Set out any limitations on liability
Public liability insurance covers claimms made against your business by clients, contractors, or members of the public for accidental injury or damage to their property.
How are stakeholders identified?
Through stakeholder analysis.
Identifying the key stakeholders and their interests in the project.
Assessing the influence and level of impact upon each stakeholder
Identifying how best to engage stakeholders.
How do you establish their status within a project?
There are 3 types of stakeholders:
Primary - Have a direct impact on the success of the project
Secondary - Have an indirect impact on the success of the project
Tertiary - Should be considered for the success of a project.
Explain formal communication systems with clients and stakeholders you are aware of.
Email, Letter, Public forums
What KPIs might you agree with a client to monitor performance?
KPIs should be aligned with the objectives of the client, general ones are: Time and cost.
How do you gather data during the inception stage of a project, including client briefings and site based information?
I gather surveys for the site or the building, I gather market data from CoStar to work out rental values and market value. I also get planning information.
What is the definition of a Key Performance Indicator (KPI)?
Measures performance over time for a specific objective.
Tell me about an example of how you have provided good client care.
For a valuation I kept my client updated on the steps such as when I inspected the property and when they should expect to get the market value of the property.
How have you dealt with an unrealistic client deadline?
I communicate to them on the agreed services and timescales.
Tell me about the approach you have taken when dealing with a non-technical lay client.
I try to explain everything as simply as possible. In my business rates there are a few technical words and processes that a client with a non property background might not get. So I try to simplyfy as much as possible so they understand and avoid misunderstanding.
How have you established a client’s objectives?
I would refer to the terms of engagement and look at the work agreed. I would also look at any KPI’s. I would communicate with the client. Pre-start meetings.
How have you established project stakeholders and their status within a project?
I split them into three categories so primary, secondary and tertiary.
How have you dealt with a complaint?
Through a complaints handling procedure which is a system of dealing with formal complaints against a company or person.
How have you measured KPIs?
In property management I was assisting the client with footfall data. I inspected the property to get a feel of the footfall and spoke to the tenants on their trading.
What do you consider to be efficient communication?
Clarity: Messages are concise, straightforward, and easily understood
How does communication assist in updating annual service charge budgets?
It allows for the tenants to budget for any increases for the new year.
Why is efficiency and relevance important to clients in relation to service charges?
Efficient management of service charges ensures that clients are not paying for unnecessary or overpriced services
