Client Care

Question 1

• Why is it important to maintain public confidence in the profession?

Answer 1

To improve and maintain the reputation of the RICS. Promoting public confidence is related to by the RICS Rules of Conduct by acting in the public interest. We owe an ultimate duty to the public. Correct the issues raised within the Bichard Review. Goal to increase public interest and elevate the profession.

Question 2

• What is the purpose of Terms of Engagement?

Answer 2

Terms of Engagement are used to outline the requirements of the report or instruction. They provide details on what the report will include, any assumptions or caveats, and provides terms and conditions of the job (liability, data protection etc)

Question 3

• What is SW’s PII threshold and other information?

Answer 3

£20M, relates to the maximum value of a property that can be consulted on.

Question 4

• What are the operational and interpersonal needs of your clients and how do they differ?

Answer 4

Operational needs include work requirements (meet the requirements of the instruction - timescale, advice, provide comparables and measurements etc)
Interpersonal needs include building a rapport with the client, being professional.

Question 5

• How would you provide a transparent service?

Answer 5

Providing detailed information where possible regarding assumptions, how a value or opinion has been reached. Within the parameters of confidentiality.

Question 6

• What are examples of stakeholders?

Answer 6

Anybody with an interest in the property.
Your clients (e.g. vendor, the bank, landlord)
Your client’s customer (the landlord, owner)
Third parties – solicitors, other surveyors, RICS
The Public

Question 7

• How do you maintain customer relationships?

Answer 7

Maintaining a positive conversation with the client is important. It helps to achieve the best outcome for all parties and promotes yourself and the industry.

Doing a professional job to a high quality and diligent standard in line with the instruction.

Building a rapport with the client wherever possible and necessary. Always available for further assistance if required.

Question 8

• What did you learn from client care CPD?

Answer 8

The CPD taught me the STAR Method:
o Stop
o Test Understanding of Problem
o Ask Questions
o Reassure Client

Question 9

• What do client’s guidance documents usually include?

Answer 9

Instruction letters and Terms of Engagement outlining the requirements of the customer.

Question 10

• Tell me about your client care experience at Level 2?

Answer 10

The example within my submission was arranging access to 10 residential and commercial properties, whilst valuing a total of 80 properties on a desktop basis.

Difficulties arranging inspections due to residential nature and being over the Christmas period.

Question 11

• Why was arranging access for the desktop valuation in Bradford difficult? How did you negotiate changing the properties with the bank?

Answer 11

Arranging access proved difficult because the properties were residential properties, tenanted on ASTs. It also was over the Christmas period when places close for a period.

Residential is more difficult to gain access to because of arranging access with the landlord and tenant, who may be unavailable during working hours. Less responsive to messages and less interested in having the instruction carried out.

Maintained conversation with the bank manager to change the properties. They were all in a similar location and of a similar value and quality. They were a representation of the portfolio as a whole, which had been fully inspected circa 4 years previous.

80 properties – 10 full inspection