Client Care Flashcards
Why is it important to develop long-term client relationships?
Builds trust, reputation, and repeat business.
Reduces client acquisition costs.
Enhances understanding of client needs and expectations.
Who are the different stakeholders you have come across in your role?
Clients (landlords, tenants, investors, developers).
Internal teams (surveyors, project managers, legal advisors).
External professionals (planners, architects, contractors, local authorities).
How have you tailored your client care to one of these stakeholders?
When working with a non-technical investor, I provided simplified reports and avoided technical jargon.
Ensured updates were clear, concise, and frequent.
Why is it important to set objectives?
Defines clear project success criteria.
Helps manage client expectations.
Provides a basis for measuring performance (KPIs).
What is your duty of care towards your clients?
To act with professionalism, competence, and integrity.
Provide accurate, independent, and RICS-compliant advice.
Maintain confidentiality and avoid conflicts of interest.
How have you defined your scope of services within the limits of your competence and PI insurance?
Ensuring the Terms of Engagement (ToE) explicitly define the scope.
Referring clients to specialists where necessary.
Confirming that the services provided are covered under my PII policy.
How do you set fees?
Based on time, complexity, and market rates.
Using RICS fee guidance where applicable.
Ensuring transparency in fee structures (fixed, hourly, or percentage-based).
How have you used standard forms of appointment?
Utilised RICS Model Terms of Engagement for valuations.
Ensured compliance with RICS Professional Statements and client-specific requirements.
What mechanisms are contained within an appointment document?
Scope of work.
Fee structure.
Liability and insurance requirements.
Termination clauses.
Conflicts of interest declarations.
What insurance requirements are you aware of (both legal and RICS)?
Professional Indemnity Insurance (PII) – RICS requires run-off cover (6 years minimum).
Employers’ Liability Insurance – Legal requirement for firms with employees.
Public Liability Insurance – Covers third-party claims.
How are stakeholders identified?
Through client briefing sessions.
By conducting a stakeholder mapping exercise.
How do you establish their status within a project?
Determining level of influence, decision-making power, and financial interest.
Engaging them through formal communication channels.
Explain formal communication systems with clients and stakeholders you are aware of.
Project progress reports.
Meetings (in-person and virtual).
Email.
What KPIs might you agree with a client to monitor performance?
Project timeline adherence.
Budget compliance.
Satisfaction surveys.
Quality of service delivery.
How do you gather data during the inception stage of a project, including client briefings and site based information?
Client brief meetings.
Market research and site inspections.
Due diligence on legal, financial, and planning constraints.
Explain what BS EN ISO 9004 relates to.
A quality management standard focusing on long-term business success and customer satisfaction.
What is the definition of a Key Performance Indicator (KPI)?
A measurable value that demonstrates performance against objectives.
What is client care?
The principle of client care is looking after the client’s best interests and providing an appropriate level of service that satisfies the client’s needs and achieves VFM.
How do you provide client care?
Professionalism.
Competence.
Why is client care important for surveying firms?
The majority of work is developed through repeat business from clients.
Providing excellent client care can also reduce the potential for negligence claims to arise.
What is CPF?
Client performance feedback is the process of gathering and acting on feedback from the client. This compromises of:
Gathering feedback during and after project completion.
This is usually carried out by an independent person.
How would you identify the needs of a client?
Firstly, with a client account planning session.
Making sure I assess every client individually.
Keeping regular communication in case needs change.
What is a client brief?
It is a formal statement of the objectives and functional and operational requirements of the finished project.
Please provide an example of your client care & empathy skills.
I always prioritise client needs accordingly and focus on having thorough organisation and communication to meet my client needs.
When should you decline an instruction of new work from a client?
If there is a conflict of interest.
If the work is unlawful.
What do you need to consider when preparing a fee bid?
Client requirements.
Identify what services I can provide and if that is appropriate.
What key things make up a fee bid proposal?
Exec summary.
Methodology.
Proposed fees.
How would you limit the risk of working with a client who may be financially unstable?
I would operate a screening process for all clients I work with including checking company accounts on Companies House.
If your client asked you to lower your fees because of their limited funding, what would you do?
The client would have to pay the required price for the level of service required or reduce the scope of the works involved.
How would you calculate a fee proposal?
I would review the work involved with the commission based on the level of information available.
I would calculate the time and number of individuals required to undertake the work and multiply it by an hourly rate adding a suitable allowance for overheads and profits.
What is your company’s procedure for client feedback?
In my day-to-day involvement with the client, I look to obtain regular informal feedback through verbal and email communication.
What is your company’s procedure for complaint handling?
Formal Acknowledgment – Complaints are acknowledged in writing within a set timeframe.
Internal Review – A senior colleague or designated complaints officer investigates the issue.
Written Response – A formal response is provided, outlining findings and any resolution.
Escalation Process – If unresolved, the complaint is referred to an independent redress scheme, such as The Property Ombudsman (TPO) or RICS Dispute Resolution Service (DRS).
How do you identify your client’s needs and expectations?
I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
I also seek guidance from the client when I am unsure.
How do you establish trust?
Through transparency and honesty in my actions at all times.
Always acting in a professional manner.
Always providing a high level of service.
How do you encourage repeat business?
By providing high levels of service and customer care during projects.
By dealing with complaints honestly and effectively.
What are the advantages and disadvantages of working from a client office?
Advantage – clear line of communication.
Disadvantage – lack of support from colleagues.
Tell me about an example of how you have provided good client care.
A client needed a rent review analysis with tight deadlines. I ensured clear communication, regular updates, and delivered ahead of schedule.
Tell me about an example of when you have provided a high standard of service to a client.
Advised a landlord on a lease renewal, securing a better rental yield through market analysis and negotiation.
How have you dealt with an unrealistic client deadline?
Managed expectations transparently by explaining practical limitations. Suggested a phased delivery approach to prioritise key elements.
How have you dealt with unrealistic client expectations?
Provided comparative data to justify realistic outcomes. Explained risks and constraints clearly.
Tell me about the approach you have taken when dealing with a non-technical lay client.
Used plain English and avoided jargon. Provided visual aids (charts, diagrams).
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
Focused on technical details and market trends. Ensured in-depth analysis was provided.
How have you established a client’s objectives?
Conducted initial brief meetings and confirmed business priorities.
How have you confirmed a client’s brief?
Documented the agreed scope in writing. Requested client sign-off before proceeding.
How have you established a scope of services?
Defined service boundaries within the ToE.
How have you calculated fees for professional services?
Time-based, percentage-based, or fixed fee structures depending on the project scope.
How have you compiled an appointment document?
Ensured it included scope, fees, liability, insurance, and dispute resolution terms.
How have you established project stakeholders and their status within a project?
Conducted a stakeholder mapping exercise. Defined their roles and influence on decision-making.
How have you set up communication systems with a client and stakeholders?
Arranged regular meetings and agreed on preferred reporting formats.
How have you issued reports to a client?
Followed RICS best practice by ensuring clarity, objectivity, and supporting evidence.
How have you dealt with a complaint?
Acknowledged it within 14 days and followed the firm’s Complaints Handling Procedure (CHP).
How have you measured KPIs?
Tracked progress, cost control, and client feedback.
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
Synthesised client requirements into a structured brief, ensuring alignment with project goals.
Unit 29, Victoria Centre - how did you provide updates?
Issued weekly progress reports and held bi-weekly meetings.
Unit 29, Victoria Centre - what was included in your report of progress?
Project milestones, risks, budget updates, and stakeholder feedback.
Unit 24, Victoria Centre - what information was included in their TOE?
Scope, fees, timeline, insurance, and liability terms.
Unit 24, Victoria Centre - why did you need a local agent?
To provide local market insights and on-site presence.
