L1 And L2 Client care

Question 1

Tell me why it is important to develop long-term client relationships.

Answer 1

Long-term relationships are important for the reputation of the firm.

For possible new work.

Focus on the client relationship.

Often easier to do work for long-term clients as you might already be familiar with the property/client etc.

Question 2

Tell me about the different stakeholders you have come across in your role.

Answer 2

Contractual parties.
Everyone that the I have to engage with.
Local authorities and community.
Suppliers / tradesmen.

Question 3

Tell me how you have tailored your client care to one of these stakeholders.

Answer 3

On behalf of my client, the estate owner, I assisted with a planning application for refurbishment of a local pub and addition of three self-catered units. We were required to tweek our building design in favour of the planning Committee.

Question 4

Why is it important to set objectives?

Answer 4

Ensures the service and advice provided is relevant, and meet’s client expectations.

Question 5

Tell me about your duty if care towards your clients.

Answer 5

I have a duty of care to my clients in providing professional services.

Question 6

How have you defined your scope of services within the limits of your competence and PI insurance?

Answer 6

I understand my scope of services are restricted to that I have the knowledge, skills and equipment, without intervention with an external party.

As per rule 2.

If carrying out new work that is within your competence, check work is covered by PII.

Question 7

How do you set fees?

Answer 7

Hourly rate,
Agreed in advance,
Set scale fee,
Percentage of letting income.

Question 8

How have you used standard forms of appointment?

Answer 8

I haven’t.
I understand they are an agreement between a client and a consultant on construction projects.

Question 9

What insurance requirements are you aware of?

Answer 9

Professional indemnity insurance.

Public.
Staff.
Fire.

All surveyors in the office have business car insurance.

Question 10

How are stakeholders identified?

Answer 10

Asking the question.

Question 11

How do you establish their status within a project?

Answer 11

Asking questions.

Question 12

Explain formal communication systems with clients and stakeholders you are aware of.

Answer 12

Generally recorded.

Question 13

What KPIs might you agree with a client to monitor performance.

Answer 13

Timescale.
Fee.

Question 14

How do you gather data during the inception stage of a project, including client briefings and site based information?

Answer 14

Ask questions.
Site notes.
Terms of engagement.

Question 15

Explain what BS EN ISO 9004 relates to.

Answer 15

Quality management.

Question 16

What is the definition of KPI?

Answer 16

Key performance indicator.

Evaluate success of a project.

Question 17

Tell me about an example of how you have provided good client care.

Answer 17

I always try my best.
Burst sewer pipe - i was able to visit that afternoon.

Question 18

Tell me an example of when you have provided a high standard of service to a client.

Answer 18

My case study is an example.

Question 19

How have you dealt with an unrealistic client deadline.

Answer 19

Explain to the client as soon as you are aware that the deadline is not practical.

Communication is key.

Question 20

How have you dealt with unrealistic client expectations.

Answer 20

Inform client as soon as you are aware that the client’s expectations are unrealistic.

Communication is key.

Question 21

Tell me about the approach you have taken when dealing with a non-technical lay client.

Answer 21

I ask my colleagues, who may not have a background to the matter to read communication.

I put myself in their shoes.

Question 22

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Answer 22

Respect their knowledge - I might be able to learn something from them. They have instructed for a purpose. Ensure you have objectives to guide.

Question 23

How have you established a client’s objectives.

Answer 23

At initial engagement, I set out their objectives.

Make notes at site meeting or phone conversation.

Summaries in terms of engagement or letter.

Question 24

How have you confirmed a client’s brief?

Answer 24

Set out in terms of engagement or set out in letter.

Question 25

How have you issues reports to a client?

Answer 25

Electronically.
Large files - We Transfer.
However, if requested by the client, we can send in post.

Question 26

How have you dealt with a complaint?

Answer 26

Complaints Handling Procedure.

Question 27

How did you establish the client’s objectives for the letting instruction?

Answer 27

Established what they wanted to achieve.

Question 28

What type of agreement did you recommend using, and why?

Answer 28

Grazing licence.
For the landowner to have more control.

Question 29

How did you meet the client’s requirements?

Answer 29

Managed to create an agreement which both land owner and occupier was happy with.

Question 30

How did you build your client’s trust for the letting?

Answer 30

I put myself in his shoes.
I took my time to explain things with him.
He was a welsh speaker so I was able to communicate in welsh, which he found easier.

Question 31

How did you deal with a vulnerable client ethically and professionally?

Answer 31

Extra precaution when dealing with third parties.

Question 32

How did you ensure the client was treated with respect?

Answer 32

Difficult to put into words.
But simply not being rude, ensuring he understood everything, took my time and reassured the client he was able to contact me whenever required.