Client Care LV 1 + 2 Flashcards
Tell about why it is important to develop long-term client relationships.
“1. Reputation for individual and the firm
2. Ensure Quality and diligent service delivered
3. Retains clients and repeat fees”
Tell me about the different stakeholders you have come across in your role.
“1) Insurance companies
2) Landlord
3) Contractors
4) Tenant “
Tell me about your duty of care towards your clients
“1) Understanding your client’s objectives and requirements and communicating effectively
2) Acting in their best interest
3) Understanding the client’s position and longer term goals adopting a holistic approach”
How do you set fees?
”
Agency fee can be a percentage of the per annum rent agreed. Usually, 10% of the rent or 1.5% sale
Hourly rates are set out in company policy and vary depending on job title. “
What mechanisms are contained within an appointment document?
An appoinytment document which outlines the key terms and conditions which should be in an appointment document ?
What insurance requirements are you aware of (both legal and RICS)?
“1. Public liability insurance
2. Employee Liability insurance
3. PI Insurance
4. Building insurance “
How are stakeholders identified?
“1, May initially be indetified in the form of appointment
2. Other project stakeholders may be identifed in the client brief
3. Other stakeholders would be identifed during meetings and inspections”
How do you establish their status within a project?
“1, May initially be indetified in the form of appointment
2. Other project stakeholders may be identifed in the client brief
3. Other stakeholders would be identifed during meetings and inspections”
Explain formal communication systems with clients and stakeholders you are aware of.
“1. Agreed meetings - all stakeholders
2. Via Formal notices - Formal
3. Informal - emails and conversations “
Explain what BS EN ISO 9004 relates to
Guidance to organizations to support the achievement of sustained success by a quality management approach.
Tell me how you provide different levels of client care according to your client’s needs.
“1. I would firstly receive my clients brief, which outline my clients needs and expectations
2. I then agree a scope of services on how to deliver these
3. Then my fee calculation would be based accordingly “
How have you confirmed a client’s brief?
“1. Outline of instruction
2. Services required
3. Any key terms of the appointment
4. Duration of appointment
5. Any insurance requirements “
How have you dealt with a complaint?
“My companies complaint handling procedure is in line with RICS Guidance:
- I would notify my Complaints Handling Offiicer who would request details of complaint in writing.
- They would then acknowledge the complaint within 7 days.
- Within 28 days inform the complaintant of the outcome
- If dissatisfied a secondary partner will conduct a review and respond within 15 days
- If still dissatisfied then independant RICS redress mechanism is DRS (Mediation)
- If still dissatisfied then Surveyors Arbitration scheme”
Croydon – how did you keep the client updated?
“Office disposal Monthly marketing update- Corinthian House,
Croydon
I have scheduled regular monthly meeting updates where I update
clients on the interest to date, viewings, and market updates. I
produce a stacking plan for the building showing space occupied by
tenants and vacant floors.”
Haslemere – how did you advise on the schedule of offers?
“Open Storage land, Haslemere
I managed my client’s needs as there was sufficient interest in the
open storage land. I drafted a schedule of offers to send to the client
as we received many offers. I then updated my client by ranking the
offers from best to worst accounting for the client’s instructions and
preferences. After going through the offers I advised my client to go with a specific offer because the use of the site was preferable
therefore, it was not necessary to go to best bids.”
