1
Q
What is client care?
A
- Looking after clients’ best interests and providing an appropriate level of service that satisfies their needs
- Client care can be provided through professionalism, competence, punctuality, trust, reliability, presentation, regular communication, review of services provided, KPIs to monitor customer satisfaction, client performance feedback
2
Q
Why is client care important for surveyors?
A
- The majority of work is through repeat business from existing clients
- Important not only for the client to achieve their requirements but also for the company to encourage repeat business
- Word of mouth can be generated
- Negative feedback can be damaging
- Excellent client care reduces the potential for negligence claims to arise
3
Q
What is CPF?
A
Client Performance Feedback
- Involves gathering and acting on feedback from the client during and after project completion
- Encourages open discussions
- Feedback sets standards for the company
- Carried out at regular intervals to ensure problems can be identified and rectified (3-6 months)
4
Q
How would you identify the needs of a client?
A
- Holding Client Account Planning Sessions
- Needs assessed on their own merit
- Hold discussions regarding project deliverables and scope of services required
- Review past CPF scores and identify areas for improvement
- Review any complaints to identify mistakes and best practice methods of working
5
Q
What is a client brief?
A
- Provides a firm foundation for the initiation of the project
- Formal statement of objectives and functional and operational requirements of the finished project
- In sufficient detail to execute the specification and detailed design of the work
6
Q
Provide an example of your client care and empathy skills
A
- Always ensure I prioritise each client’s needs accordingly
- Always make the client feel like their project is the only one I’m undertaking
- Through organisation and communication, I can meet the deliverables of each client in advance of the agreed deadlines and always deliver work to a high standard
7
Q
When should you decline an instruction of new work from a client?
A
- Conflicts of interest
- If appointment would not be in the client’s best interest
- My firm may not be able to resource the job adequately
- If the project is outside of my skillset
- If the work was unlawful
8
Q
What do you need to consider when preparing a fee bid?
A
- Find out what the client’s requirements are and identify whether this is a service we can provide
- A bid or no bid form is populated to identify if this is suitable for the business by considering the risks involved
- Varying levels of sign off depending on fee value prior to submission
9
Q
What makes up a fee bid proposal?
A
- Executive summary
- Clients’ needs
- Project issues
- Key benefits for clients
- Relevant experience
- Condition of engagement
- Methodology
- Organogram
- Fees
- Supporting CVs
- QA procedures
- Sub-consultants
10
Q
How would you limit the risk of working with a client who may be financially unstable?
A
- Screening process to check client’s finances, including:
- Companies’ House search to obtain credit info
- Dunn & Bradstreet or credit safe credit check
- Internet search of their website for additional info and make a judgment on their reliability
11
Q
If your client asked you to lower your fees because of their limited funding, what would you do?
A
- Client would have to pay the required price for the level of service provided or reduce the scope of the works involved
12
Q
How would you calculate a fee proposal?
A
- Review the work involved with the commission based on the level of info available
- Calculate time and number of people involved to undertake the work and multiply it by an hourly rate adding a suitable allowance for overheads and profits
13
Q
How do you identify your client’s needs and expectations?
A
- Ask questions and listen to client on key challenges and issues they’re facing
- Use client’s brief checklists where applicable
- If you have not had adequate briefing, always be sure to ask for further clarification on their specific requirements
14
Q
How do you establish trust?
A
- Be transparent and honest about actions at all times
- Learn about my client and their long-term objectives in addition to key challenges they are facing
- Only act inside the parameter of my competence
- Always act in a professional manner
- Always provide a high level of service
15
Q
How do you encourage repeat business?
A
- Provide high levels of service and customer care during projects
- Regularly obtain feedback and act on it
- Deal with complaints honestly and effectively
- Keep in touch with clients even when we have no live projects with them
- Organise business development activities such as social events or CPD
16
Q
What are the advantages and disadvantages of working from a client’s office?
A
Advantages = quicker and clearer lines of communication, better understanding of client’s culture, needs and expectations
Disadvantages = loss of technical support from colleagues, risk of data breach, possible isolation from own organisation’s culture
17
Q
Who are the VOA’s clients?
A
- DCLG
- HMRC
-NHSE - HE
- NHS PS
18
Q
What are the RICS rules regarding complaints handling procedures?
A
- Rule 7 of the RICS Rules of Conduct for firms states that a firm shall operate a CHP and maintain a complaints log
- Must include ADR mechanism approved by the Regulatory Board
19
Q
What is your organisation’s CHP?
A
- VOA operates a two tier system:
1) Tier 1 = complaint goes to the complaint’s manager to reply within 20 working days
2) Tier 2 = If unsatisfied with Tier 1 response, different complaints manager will review and reply within 20 working days
If complex, may extend timeframe but it is explained to the client
- If still unsatisfied, go to adjudicator’s office or your MP.
20
Q
Is there an alternative CHP?
A
- Complaint can be made to RICS as they regulate the professional conduct of professionals and regulated firms
21
Q
Ae you aware of any RICS guidance regarding CHP?
A
- RICS ‘Complaints Handling’ Guidance Note 1st edn 2016 amended to a Professional Standard in 2023.
- TOE can reduce complaints
- Complaints dealt with in accordance with PII policy
- Establish root of complaint
- Record and allocate all complaints
- Establish and adhere to review process
- Don’t get defensive
- Be empathetic
- Provide clear timeframes
22
Q
What are your organisation’s aims for a CHP?
A
- Acknowledge complaint within 3 working days
- Provide specific point of contact
- Deal with complaints within 20 working days
- Keep details confidential
- Act professionally and impartially
- Do not discriminate
23
Q
Would you treat a potential client different to an existing one?
A
- No
- All customers should be given the same standard of service and the same level of client care
- Follows RICS ethical standards to always provide a high level of service
24
Q
How can you avoid negligence?
A
- Precise instructions in writing
- Know your limits
- Work in accordance with RICS Standards and Guidance
25
Tell me how you look after your clients
Find out what client's requirements are
- Tell them how I will provide that service, in the timescale and at what cost
- Be open and honest at all times
- Constantly ensure the client is happy with what I'm doing
26
Are the VT panel property professionals?
- No
- They are volunteers who receive training on appeals but not necessarily with a property background
27
How do you overcome difficulties with the fact that the VT panel are not property professionals?
- When presenting at VT I make sure I explain things clearly and concisely
- Any issues requiring property knowledge should be explained clearly and backed up as far as possible with case law
28
Do you deal with unreps and agents differently?
- Generally no
- Provide same level of service and client care
- Unreps may need things explaining in more detail and need more guidance with the rules and regulations
- When I had a VT case with an unrep, I made sure they were clear on procedures such as SOC and ensured they remembered to serve it to the VT as well as to us.
- Decision would be the same regardless of whether they are unrep or agents
29
What are your organisation's customer service standards?
- Answer phones within 10 seconds
- Acknowledge all correspondence within 3 days
- Provide a fully reply within an average of 6 working days
- See all callers at our offices within 5 minutes
30
How soon after a complaint do you notify the insurance company?
As soon as possible
31
What is a complaint?
An expression of dissatisfaction
32
What is a project stakeholder?
A person or organisation with an interest in the project
33
What's the difference between a client and a customer?
- Client = under the protection of another where an ongoing business relationship is formed
- Customer = purchases commodity or service
34
What is the STAR technique?
- Stop talking and listen
- Test your understanding by reformulating what was said
- Ask questions and identify a solution
- Reassure them by being clear about follow-up actions
35
You’re working in private practice, and you’ve got a week left before your Christmas leave. Jolly the Elf has come to you as she believes Santa’s workshop is smaller than the area on its rating assessment, and she’s hoping to secure a reduction before Christmas. She wants to instruct you to submit a check to revise the areas. How do you respond?
- Consider the timeline and manage their expectations
- Could decline the instruction if someone else could complete it in time
- Identify the client - do they have authority to act?
36
Is it okay to only provide verbal advice?
No - need an audit trail
37
What types of conflict of interest are there?
- Own conflict
- Party conflict
- Confidential information conflict
38
Why might you treat one client differently to another?
- Level of understanding
- Unrepped/agent
- Equal quality of service but tailor communication and language depending on the level of expertise
39
What is the legislation regarding money laundering?
Money Laundering and Terrorist Financing Regulations 2022
40
Tell me a time when you had a disagreement with a client?
- Solihull IHT case
- Unrepped, didn't understand the process of IHT so I had to explain it to him without any jargon to ensure he understood
- He thought the process had been finished, didn't want me to inspect and just wanted me to close down the case agreeing to his VR
- I remained calm whilst he was frustrated, I listened to his concerns and remained professional throughout
41
Tell me a time when you gave good client care
- Financial hardship example
- Prioritised these appeals and promptly handled them
42
Buzz McAllister, who moved to England years ago to get away from his family after he realised how jealous he was of Kevin for being home alone, tried to get his council tax band reduced. He went through the VO’s complaints handling procedure, getting his final disappointing result two years ago. He now wants to submit a complaint to the ombudsman. Is he within the time limit?
No - must submit within 1 year to the Ombudsman
43
Who was your client?
MHCLG
44
What was the scope of the work in your ToE?
Valuation and inspection
45
What was the basis of value in your ToE?
Market rent
46
How did you determine the fee basis in your ToE?
Diary charge basis determined with a fee calculator
47
What systems and procedures do you have in place to manage client care?
- Briefing meetings to ensure all those involved understand the clients needs and goals.
- Complaints handling procedure – on ToE
- Good record keeping
- Good communication
- Willing to adapt to clients needs and wants
48
What are terms of engagement and why are they useful?
ToE are a written agreement between member/client and identifies the scope of work.
Help to avoid misunderstandings with client and with complaints.
49
What did your terms of engagement include?
As these were Red Book reports I followed VPS1 some examples include:
- Identification of the valuer
- Identification of the client
- Identification of the asset being valued
- Purpose of the valuation
- Basis of value,
- Nature and extent of valuer's work
- Valuation currency
- Valuation date
- Fee basis
50
What is the RICS guidance regarding complaints handling?
RICS Complaints Handling Professional Standard 2023
51
What does the RICS Complaints Handling Professional Standard advise?
- That a CHP be in place
- Publish the procedure
- Record complaints in a log
- Inform PII provider if complaint received
52
You’re working in private practice. Harry and Marv have started a new business venture and want to instruct you to do some work for them. What would you consider before accepting their instruction?
- Dunn and Bradstreet
- Check Companies House
- Check if it is legal
53
What is the RICS guidance regarding client money?
RICS Professional Standard Client Money Handling 2022
54
Does RICS have related client money schemes?
Client Money Protection Scheme
This scheme provides protection, as a last resort, in instances where an RICS Regulated firm is unable to repay a client's money, up to the limits and exceptions set out in the scheme rules.
55
What is Enhanced Due Diligence (EDD)?
This is required where the transaction is a higher risk e.g. due to the customer not being physically present when carrying out ID checks, where there is a higher risk of money laundering or the client is a politically exposed person (PEP). Further credit checks required or check the source of the funds.
56
If you received a complaint via telephone, what should the firm do?
Repeat back to ensure you've listened correctly and record the details promptly
57
After evaluating a complaint, how long does a RICS regulated firm have to respond?
The time specified in the complaints handling procedure
VOA aims to respond in 20 working days
58
What happens if a complaint cannot be resolved?
Alternative redress mechanism stated in the complaints handling procedure
59
What information can you collect to measure and analyse needs of a client?
- Scope of works
- Timescale
- Location
60
What is an example of a key performance indicator to measure client satisfaction?
- Timeliness
- Scope
- Budget
61
Do you send out the ToE?
No a Registered Valuer does
62
What is the fee basis?
£78 for a for a HEO/grad
£104 for an SEO V/SEO
£140 for a Grade 7
£160 for a Grade 6
63
How did you accurately record time spent on a case?
Time Recording and Charging System (TRACS)
64
Where does the fee basis come from?
Market diary charge
65
What RICS guidance relates to Client Care?
No specific guidance but:
- RICS Practice Information on Risk, Liability, and Insurance (1st edition), 2021
- RICS Professional Standard on Complaints Handling (1st edition), 2016
- RICS Professional Standard Client Money Handling (1st edition), 2019
- RICS Professional Standard on Conflicts of Interest (1st edition), 2017
APC Revision
flashcards
Decks in class (18)
# Cards
-
Sustainability81
-
Client Care65
-
Local Taxation200
-
Data Management130
-
Valuation236
-
Diversity, Inclusion and Teamworking58
-
Communication and Negotiation21
-
Capital Taxation135
-
Ethics, Rules of Conduct & Professionalism156
-
Accounting Principles55
-
Business Planning45
-
Conflict Avoidance47
-
Health and Safety83
-
Landlord and Tenant35
-
Inspection160
-
Measurement74
-
Legal and Regulatory Compliance32
-
Case Study165
