Client Care - Summary of Experience Flashcards
Why is it important to always be in contact with the client?
To provide a high standard of service and establish trust, which is important for client care
What is a complaints handling procedure?
Procedure that sets out how a complaint is handled and the associated time frames for handling it. This includes ADR methods
What is the RICS guidance on complaints handling?
RICS guidance note: Complaints Handling, 1st Edition July 2016
How would you handle a complaint given to you?
Would seek to resolve myself in the first instance through negotiation. If this was not possible I would refer them to a partner or the complaints handling procedure
What is your firms policy regarding complaints handling?
Includes the property redress scheme if necessary (after client and usual methods)
- Details of investigating officer (usually company secretary)
- Confirmation that complaint will be handled/resolved within 28 days
- ADR are available in complaint can’t be resolved
What is client care?
Looking after the clients best interests and providing an appropriate service that satisfies the clients needs and achieves value for money
How do you ensure client care (needs and expectations are met)?
- Professionalism
- Competency
- Punctuality
- Trust
- Reliability
- Presentation
- Regular communication
How do the management meetings at Croxley Park ensure client care?
- Lease events reports, recommend strategies for improving assets value, which is one of their goals
- Update them on the marketing schedule of events throughout the year
- How to make cost savings on the service charge but also ensuring high standard of service and keeping strong L and T relationship
How did you ensure client care with the CCTV implementation at Merton Road?
How did the prepared report at Croxley Park meet your clients needs?
- Presented well, which was also provided in a professional format
- It is a reliable report, based on updated information from management platforms such as TRAMPS
Can you identify a client?
- Landlord
- Asset manager
- Third parties
- Colleagues
How do you understand the business objectives of your client?
- Ask questions and listen to the client
- Understand the client brief
- Speak to client and establish their needs direct
Please can you give a negligence case law example?
Donoghue v Stevenson 1932
- Ice cream and snail incident
RULE: You must take reasonable care to avoid acts or omissions which you can reasonably foresee would be likely to injure your neighbour
When should you decline a new instruction of work from a client?
- Conflict of interest
- Competency
- If it is illegal
Why is client care important in your firm?
To ensure strong relationships that end up growing the business as we take on more instructions
