Client Care

Question 1

What is ADR?

Answer 1

• A way of resolving disputes between clients and RICS-regulated firms that usually avoids having to go to Court.
• Was introduced as part of the Civil Procedure Rules 1998.
• RICS Dispute Resolution Service (DRS) is the world’s oldest and largest provider of ADR services in the land, property and construction industries.
• Other types of ADR include, Negotiation, Mediation, RICS Dispute Resolution Service, Conciliation and Litigation.

Question 2

Why is Client Care important?

Answer 2

• In order to build good professional relationships to attract new and retain existing clients.

Question 3

How do you manage conflicts of interest?

Answer 3

• Information barriers or/and informed consent.

Question 4

What do TOE define?

Answer 4

• Scope of work to be undertaken.
• Fees.
• Fee settlement.
• Scope of service provided.

Question 5

How do you manage clients expectations?

Answer 5

• With regards to planning; I ensure the advice I provide is honest and open regarding the likelihood of approval.

Question 6

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

Answer 6

Upon receiving an instruction for a complex boundary dispute, I explained to the client that the instruction was outside my scope of experience or knowledge. They accepted that, and I recommended a more experienced colleague. With their approval, I forwarded my colleague the instruction to undertake the work thus providing a high standard of service.

Question 7

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

Answer 7

Throughout the letting of Cefn Gwyn, I provided reasoned and tailored advice with well-founded and clear recommendations based upon my clients’ objectives. I acted within the limits of the RICS Rules of Conduct at all times.

Question 8

Why is it important to you to set objectives?

Answer 8

• Helps a business to achieve its aims.
• Objectives are often set using the smart rule; Specific, Measurable, Achievable, Relevant & Time-bound.

Question 9

How have you measured KPIs? (Key performance indicators)

Answer 9

• Response time
• Viewings generated
• Website Performance