Client Care & Level 1 & 2 Flashcards
What is your company’s complaints handling procedure?
What clients across different market sectors have you worked with?
Retail
- Tenants
- Landlord representatives
Student Vals
- Lenders
- Borrowers
- Developers
Why is it important to understand client motivations and ambitions?
- Provide a good quality of service (RoC 3)
- Respect client and finish work on time (Roc 4)
- Establish good relationships
- Understanding the client’s position and longer-term goals
What is client care important?
- To define and analyse the needs of clients.
- Ensure repeat business.
- Build trust.
- Build long-term relationships.
- To not damage reputation of RICS, firm, individuals.
- Prevent claims being made.
- It is part of RICS Rules of Conduct.
Why are presentation skills and time management important for client?
To provide a good quality of service
To respect client
What did you learn in your presentation skills?
How best to present data to clients
Body language
Different presentations for different information types
What did you learn in your time management?
- Ensure scope of works are discussed before to ensure realistic timeframes
- Ensure capacity is not compromised
- Constant communication with client on progress
- Communication if timescales slip
What are some examples of client care?
- Asking for client performance feedback.
- Listening to the client - know your client objectives, goals and long-term strategy.
- Ensure reporting, meetings are in place for regular updates.
- Have efficient information/filing systems.
- Ensuring complaints handling procedures (CHP).
What would you do if a client wishes to do something that is impractical?
surveyor owes the client a duty of care to inform them of that.
What should be in a companies CHP as a minimum?
- person at the firm appointed to deal with complaints (Geraldine Mash)
- a request that complaints are made in writing
- the stages of the CHP and
- the timescale for considering the complaint within the firm.
Valuation of PBSA Nottingham
Why did you need to set up an initial call?
To agree scope of works
To understand we had the resources and competence
To understand and agree timescales
Why did you send a follow up email?
- To provide a good quality of service
- So that everyone understood scope of works before signing ToE
PBSA Valuation Bristol
What was included in your extensive market commentary?
- Detailed supply and demand analysis at a more granular level
- In house data
How was providing more detail good?
- Provide a quality of service
- Allowed my client to make information decisions on their acquisition
What do we mean by a ‘duty of care’?
Duty owed to clients to act:
* professionally
* diligently
* competently
* also necessary to prevent potential negligence claims
Why are Terms of Engagement so important for managing expectations?
- Ensure that the scope of work to be provided is clear from the offset
- Provides a document to be able to refer to throughout the instruction outlining the works
How could you manage expectations?
- Ensure you understand their viewpoint and expectations
- Ensure you are clear early on in the process about your viewpoint, don’t be misleading
How would you identify new clients?
In house via introductions and referrals
Externally via formal introductions to new parties, setting up calls and coffees, as well as meeting them in the market – on viewings etc.
What would you consider a good level of care?
- Client’s best interests are held at the forefront of every decision
- Regular updates to client
- Going above and beyond
How are stakeholders identified?
Stakeholders are identified as those who are impacted by a project or job.
How have you measured KPIs?
- meeting of deadlines within a specified length of time.
- Asking for client feedback.
How have you dealt with a complaint?
I personally have not dealt with a complaint, however, I am aware of my company’s complaints handling procedure.
