Client Care

Question 1

What are the principles of client care?

Answer 1

Ensuring communication is regular, open, and transparent.

Question 2

How do you manage clients’ expectations?

Answer 2

• Try not to get their hopes up
• Be realistic with any opinions of value and conservative
• State opinions of value are not Red Book valuations
• Ensure they are aware of the risks
• Maintain regular contact

Question 3

Why is it important to develop long term client relationships?

Answer 3

Understand the client better, tailor service to their requirements, build trust and results in returning business and further business

Question 4

What is your firms’ complaints handling procedure?

Answer 4

• Acknowledge receipt within 3 working days and provide a written response within a further 15 working days
• Complaint should confirm within 15 working days whether they wish to take the matter further

Question 5

Provide evidence of practical application of the principles and practice of client care in your area of work

Answer 5

1. Undertaking COI to ensure we can act for the client
2. Provide regular feedback. E.g. For Agency instruction reporting enquiries / providing feedback on viewings
3. Complaints handling procedure - having that on hand incase there is a complaint
4. Documentation / record keeping - ensure clear records and instructions is essential.

Question 6

What things do you make sure you understand / consider when taking on a new client?

Answer 6

1. Understand their objectives and requirements
2. Listen and seek formal and informal feedback
3. Understand their position and longer term goals
4. Respond speedily to queries and update them regularly