Client care

Question 1

Prior to working with a new client, what pre-appointment checks would you undertake?

Answer 1

• Ensure sufficiently knowledgeable, skilled and competent.
• Conflicts of interest check.
• AML checks.
• Ensure the firm has sufficient PII insurance to cover the value of the instruction.
• Formalise ToE.

Question 2

When setting up a new practice, what procedures would you put in place to ensure good client care was being provided?

Answer 2

• Processes for formalising ToE and clear communication lines with the client.
• Set up procedures for obtaining regular client feedback for example monthly client performance reviews.
• Develop strategies for taking part in business development activities in order to retain clients and generate new business.
• Procedures to keep client information confidential and using non-disclosure agreements to protect client confidentiality if required.
• Reporting to clients using agreed and consistently formatted documentation that has been tailored to meet the client’s requirements.

Question 3

Why is client care important?

Answer 3

1. Retaining existing clients and developing new business leads by receiving positive testimonials.
2. Failure to provide good client care is likely to lead to client dissatisfaction, complaints or PII claims for professional negligence.
3. Formal complaints and insurance claims can be costly and result in a stressful working environment, reduced staff performance and time consuming.
4. Complaints and claims can and should be avoided with diligence, manageable workloads and resource planning and developed procedures for obtaining and acting on customer feedback.

Question 4

What information do you need to undertake a conflict check?

Answer 4

Name of business
Name of person dealing with from business
Property address

Question 5

What do you look for when undertaking a conflict check?

Answer 5

1. Any previous involvement with the property or borrower - either within my team or within other business units.
2. Investigate previous instructions if come up and see if any conflict.

Question 6

Why are terms of engagement important?

Answer 6

• Confirm scope of works.
• Client is satisfied all requirements will be met.
• Confirm details to client concerning complaints / PII cover in place.

Question 7

What is included in terms of enagagement?

Answer 7

• Purpose of val
• Basis of value
• Assumptions
• Valuation date
• Basis of measurement
• Format of report
• Complaints procedure
• RICS monitoring regulations
• Fee basis
• Limitation of liability (PI cover)
• Confirmation of skill and competence
• Conflict of interest
• Reporting timescale

Question 8

On receipt of formal complaint from a client in writing what would you do?

Answer 8

1. Arrange a call with the client ASAP to notify them that you have received the complaint and are working to rectify the issues they are experiencing.
2. Issue the client a copy of my firms complaints handling procedure for reference.
3. Report the complaint with all relevant details to a senior person within the firm or designated complaints handler.
4. Notify my firms PII insurers in line with our policy requirements.
5. Arrange a meeting with the client to take on board their feedback and address any areas of concern by introducing appropriate procedures if required.

Question 9

What is a complaint?

Answer 9

Statement that a situation is unsatisfactory or unacceptable to the client.

This can be formal either in writing or verbally.

Question 10

What is the STAR method?

Answer 10

S - Stop talking: listen to the customer attentively. Do not interrupt, except to ask quick questions.
T- Test your understanding of the problem by reformulating it.
A- Ask questions to identify what is a priority - then identify a solution that works for both of you.
R - Reassure the client, by being clear about follow-up actions, their timing and expected result.

Question 11

What is discussed when providing updates to client when marketing a property?

Answer 11

1. Level of interest
2. Any issues raised during viewings
3. Any queries on the property

Question 12

What is included in an enquiries schedule?

Answer 12

1. Interested party e.g. company name
2. Agent/ Contact e.g. Name and surname or agent representing
3. Inspection
4. Legal pack
5. Comments e.g. offer level and conditions
6. Email or contact number