SUBMISSION - MANDATORIES Flashcards
What is client care?
Process of identifying all clients + behaviours appropriate to establishing good relationships, along with systems + procedures for managing the client care process
How do you identify your clients’ objectives?
Refer to their instruction letter + confirm within terms of engagement
KPIs
Communicate with client
Pre-start meetings
Who are your clients?
An individual or firm to who you or your firm provide service to
Why is it important to clarify your clients’ objectives?
What behaviours are important for maximising client relationships?
How do you maximise client relationships + ensure a transparent + harmonious environment?
What are KPIs?
Key Performance Indicator
Type of measure to make it clear what is expected for good performance or success on a project
Should be reviewed regularly
Why would you use a KPI?
To measure performance or success on a project
To help manage work deadlines or clients’ expectations
What KPIs might you agree with a client to monitor performance?
Agree to provide weekly updates on a project
What KPIs do you have with your client?
Inspect residential properties every 12 months, except in first year when inspection should also be undertaken in first 6 months
Acknowledge all complaints within 3 working days + provide full written response within 20 working days
Complete yearly rent reviews for residential properties, a minimum of 2 months in advance of the yearly review date
Respond to + undertake any repairs under £2000 – 100% response to be provided within 48 hours, 90% completion due within 5 working days
How would you set fees?
I personally don’t set any fees
However, I would set these in line with other local RICS surveying firms with consideration to scope, time + resources required for a job
What is PI Insurance?
What are the RICS requirements relating to PI insurance and how does this compare to your firm?
Tell me about your firm’s CHP
What are the different methods of communication?
- Written – reports and emails
- Graphic – maps showing where property is in relation to HS2 line
- Verbal – phone calls and meetings
- Non-verbal – body language, appearance, posture, eye contact, facial expressions
What forms of communication do you use, what has worked well?
Emails - good for formal + detailed info. Provides written record
Phone calls - good for quick, direct communication + solving urgent matters
Meetings - good for discussions, decision making + building relationships
Reports - good for providing detailed reasoning + advice to clients
How do you determine the appropriate tone based on the desired outcome?
Assess situation, clarify what I want to achieve, then choose a tone that aligns with my goal
E.g. if resolving complaint - more empathetic tone
If resolving conflict - may be more assertive for persuasion
When would you choose to use written communication over verbal communication or a face to face meeting?
If I needed to provide formal + detailed information to a client or if I needed to provide a follow up to a conversation, summarising main points or agreed actions
What barriers to effective communication have you come across?
- Poor listening skills
- Differing expectations
- Physical barriers (folded arms)
- Jargon/technical language
- Prejudice/bias
What are the benefits of in-person meetings compared to online?
- Helps facilitate stronger relationships
- Enables better non-verbal communication (i.e. eye contact + hand gestures) which can reduce potential misunderstandings
- Less distractions
Give me an example when you have shown effective communication
- Regularly communicated with contractors to instruct to carry out works
- Firstly send email, letting them know they have won project. Ensure all necessary info is included in email, including costs/approved works
- Follow up with phone call to confirm receipt + address questions. During call, reinforce main points from email + speak clearly
- Throughout conversation, actively listen to response + clarify any uncertainties
Tell me about some key skills required for good negotiation
- Discussing/agreeing objectives with client beforehand, including negotiable + non-negotiable points
- Conducting detailed research beforehand
- Preparing win-win + fallback positions
- Discussing areas of common ground during negotiations
- Maintaining communication
- Understanding other party’s position
- Walk away if need to
How do you identify your clients’ objectives before commencing work?
At beginning of project, have conversation with them around objectives
Ask client about other areas they have not mentioned to get a holistic view of objectives
After meeting, follow up with written record to make sure everyone is on the same page + to have something to refer back to
Why is negotiation important?
Helps reach agreements, resolve conflicts + achieve mutually beneficial outcomes