Client Care - Level 1 Flashcards
Tell me about why it is important to develop long-term client relationships
- Repeat business
- Client referrals
- Increased revenue
- Competitive advantage (clients unlikely to switch to a competitor)
- Creating a closed feedback loop - to request feedback and therefore improve quality of service
Tell me about the different stakeholders you have come across in your role
Clients - both landlord and tenant disposals
Prop man - tenants in occupation and landlords
Valuation - lenders (banks)
Other service providers (design firms etc)
Tell me about how you have tailored your client care to one of these stakeholders
Property management - Covid-19 lockdown rent and service charge arrears.
Responsible for rent collection on behalf of pension funds.
Setup weekly calls to discuss progress and issues in order to keep my client informed.
Why is it important you set objectives?
Setting objectives is important to provide a clear sense of direction and purpose. They help to clarify what you want to achieve and provide a roadmap for how to get there, allowing you to focus your time and resource on what matters most.
Tell me about your duty of care towards your clients
In the City leasing team I have a duty of care to my clients which involves the responsibility of taking reasonable care to avoid causing loss to my clients. My duty of care includes, competence, communication, confidentiality, conflict of interest and a duty to warn of potential risks.
How have you defined your scope of services within the limits of your competence and PI insurance?
- Assess skill and experience to determine area of expertise
- Define the services you offer in a clear and concise manner
- Review PII to determine limits of coverage
- Be clear about limitations in their services
- Consider ongoing training and education to broaden scope of services
How do you set fees?
- Evaluate the scope of services required
- Research market rates
- Consider level of experience and expertise
- Estimate expenses
- Communicate clearly with client
- Be prepared to negotiate
How have you used standard forms of appointment?
By selecting the appropriate form that is relevant to the particular service being provided. This is reviewed to ensure that it covers all aspects of services and that the terms are appropriate for the specific client requirement.
Review the fee basis and check PII cover is adequate.
What mechanisms are contained within an appointment document?
- Scope of services
- Fees and payment terms
- Duration of the agreement
- PII
- Intellectual property rights
- Confidentiality
- Dispute resolution mechanisms
- Governing law and jurisdiction
What insurance requirements are you aware of (both legal and RICS)?
Employers’ liability insurance is required by law for any business that employs staff
PII and public liability insurance - RICS
How are stakeholders identified?
By identifying individuals, groups or organisation that can be affected by, or can affect, the activities and decisions of an individual or organisation. These include, clients, customers, employees, shareholders, community members and others who have an interest in or are impacted by the actions of the individual or organisation.
How do you establish stakeholder status within a project?
- Reviewing project documentation
- Conducting stakeholder analysis
- Gathering input from project team members
- Engaging in stakeholder engagement activities
Explain formal communication systems with clients and stakeholders you are aware of
- Project briefings - held at the beginning of a project to discuss the scope, timeline and deliverables
- Progress reports - regular client and stakeholder updates highlighting key milestones and any issues
- Change control systems - formal procedures for managing changes in scope, timeline or budget
- Risk management systems - identifying, assessing and managing project risk and ensuring stakeholders/clients are aware of any potential risks and the steps to mitigate them
What KPIs might you agree with a client to monitor performance?
- Timeframe
- Budget
- Quality of work
- Risk management
- Stakeholder engagement
- Sustainability
How do you gather data during the inception stage of a project, including client briefings and site based information?
During the inception stage of the project, information is gathered to establish the project scope, objectives, constraints and risks.
- Client briefings - discuss client requirements, expectations, budget and timelines
- Site visits - assess suitability, take measurements, photos and notes
- Desk research
- Stakeholder engagement
