Client Care (Level 2) - General Flashcards
What is Client care?
Looking after the client’s best interests and providing an appropriate level of service that satisfies the client’s needs.
How do you ensure client care?
Communication
Meet KPIs (used to monitor client satisfaction)
Punctuality
Reliability
Trust
How do you identify client needs?
Discuss what is required and refer to the PMA
Review performance and request formal/informal feedback
Look at areas that need improvement
Listen to client and clarify things by asking questions
Client brief ?
Formal statement of aims and objectives
When should you decline instruction?
Not competent
Conflict of interest
Client won’t sign terms of engagement
How would you review fee proposal?
Either fixed fee or hourly rate
Do not use percentage - considered disincentive
Why is client care important?
Want to retain clients to get more business from them
If we do well, they give us more properties to manage
High standard of service and trust / professionalism is key as this is an advisory service
What is feedback procedure?
Partners meet with clients every month to review feedback
Continuous informal feedback via meetings, emails etc
ADR options for bottom of complaints handling procedure?
PRS - Property Redress Scheme
CEDR - Centre for Effective Dispute Resolution
Property Ombudsman
RICS Dispute Resolution Scheme
How do you meet client needs with reporting?
Reports all specific to client
Agree what template they want to use and can add/remove pages
Run arrears reports so they can see what is outstanding and reprot back to LL
How do you achieve KPIs?
Process in place to chase Tenant daily by phone and email if not paid by quarter day
Maintain good T and LL relationships
Client empathy?
Going above and beyond
Understanding client position
EG respond on same day to any requests or at least send holding response
How do you establish trust?
Be honest, transparent, professional
High standard of service
Act in best interest of client
