Client Care

Question 1

What is Client Care?

Answer 1

Looking after a Clients best interest while providing a appropriate level of service ensuring you satisfy their objectives while achieving a value for money

Question 2

How do you ensure you meet the Clients aim’s and objectives?

Answer 2

• Regular discussions on requirements
• Review performance and identify areas for improvement
• Listen closely to the client and ask questions

Question 3

What is a Client Brief?

Answer 3

A formal statement of a clients objectives and requirements.

Question 4

How do you establish and maintain a good client relationship?

Answer 4

• Professionalism
• Competency
• Trust
• Reliability
• Presentation
• Communication
• Punctuality
• KPI’S

Question 5

What information would you find in a Client brief?

Answer 5

• Services required
• project/ property details
• long term aims
• duration

Question 6

What situation would you turn down a instruction?

Answer 6

• Conflict of interest
• Lack of information
• Not competent
• Client will not sign off the TOE
• Client on the UK gov sanction list

Question 7

How would you calculate a fee proposal?

Answer 7

Review the work involved and the time/ resources required to undertake the task- using an hourly rate.

Question 8

How would you respond if a client requested you to lower your fee to match another consultant?

Answer 8

I would advise that the fee is calculated on the resource required for the requested scope of works, this fee could be reduced if the scope is revisited.

Question 9

When could you request additional fees from a client?

Answer 9

If the scope of works increases.

Question 10

Why is client care important for Workman?

Answer 10

• Retaining Clients
• Reduce the likelihood of conflicts/complaints
• Advisory services require trust, transparency and high service
• Maintain reputation and attract new clients.

Question 11

What is Workman’s procedure for client feed back?

Answer 11

-Partner/ senior staff review directly on monthly/bi-monthly basis.
- Continuous informal feedback.

Question 12

How would you handle a complaint?

Answer 12

• Aim to resolve through negotiation as a first port of call.
• Refer the complaint to the Partner in charge, following Workman’s complaints handling procedure.
• Act professionally and take responsibility for my actions.

Question 13

What’s Workman’s complaints handling procedure?

Answer 13

-When receiving a complaint, review it and inform the Partner and company secretary.
-Acknowledge receipt of the complaint within 7 days.
-Respond to the complaint in writing in 28 days.
- If the response is not accepted, report to the ADR.
- log the complaint on the CH log.

Question 14

What do RICS require for CHP?

Answer 14

-Clear, transparent and free of charge.
- Nominated person person must be stated.
-PI insurer notified
- 3rd party redress scheme
- dealt with in 28 days

Question 15

What is an example of a KPI?

Answer 15

Rent collection (90% at day 7, 95% at day 10 and 98% at day 14).

Question 15

How do i ensure KPI’s are met?

Answer 15

• Plan
• Analyse
• Action
• Review
• Repeat

Question 16

Take me through a client report and how this meets their needs.

Answer 16

Monthly Management Report

• Circulate the word and excel reports on arrears and general management items to the team to provide updates, 2 weeks before the meeting.
• Collate the responses and send to my Senior Associate and Partner to review
  -Circulate to the client on the Monday before the meeting.
• Ensure minutes are taken and circulated immediately after the meeting.

Question 17

Why is regular contact with clients important?

Answer 17

Establish trust and provide a high level of service ensuring good client care.

Question 18

What is client empathy?

Answer 18

Understanding the needs of the client and deliver value for money above and beyond expectations.

Question 19

What is an example of using client empathy?

Answer 19

• Same day responses
• Phone calls and teams chats
• Proactive management

Question 20

How are Clients identified?

Answer 20

Market research and networking.
- When a property sells I usually contact the purchaser and aim to continue the management of the building.

Question 21

How do you identify a clients needs and objectives?

Answer 21

• Ask questions and listen
• Understand the client brief
• Speak to client and establish their needs.

Question 22

How to establish trust?

Answer 22

• Transparency
• Honesty
• Professionalism
• High standard of service
• Act in the clients best interest

Question 23

When have you been transparent when things go wrong?

Answer 23

Notified the client when a SC apportionment on a new property was wrong.

Question 24

How do you maintain a good client relationship?

Answer 24

Tailor work to their needs Ensure objectives are achieved Taking time to get to know clients

Question 25

What do you include/ exclude in a fee proposal?

Answer 25

Include: - Scope of services - Terms of appointment - Basis of pricing - Timescales Excludes - VAT - Dealing with Clients

Question 26

How do you manage a clients expectations?

Answer 26

- Agree strategy/ timescales - Be honest, open and transparent - Communicate regularly and direct - Offer & advise in scope of service