CLIENT CARE

Question 1

What KPIs might you agree with a client to monitor performance?

Answer 1

Project Timeline Adherence

Budget Compliance

Key report or appraisal milestones

Question 2

Tell me about the different stakeholders you have come across in your role

Answer 2

Various clients - Developers / Local authorities.

Sub / co-consultants such as planning consultants.

Architects / QS

Question 3

Tell me about an example of when you have provided a high standard of service to a client.

Answer 3

Provided clear and high quality communication - updating clients on progress.

Provide insightful knowledge on financial appraisals / viability to aid clients in different scenarios.

Question 4

How have you dealt with an unrealistic client deadline?

Answer 4

I addressed an unrealistic client deadline by clearly communicating the challenges, proposing a revised timeline, and collaboratively negotiating a feasible solution.

Question 5

Explain what BS EN ISO 9004 relates to.

Answer 5

Provides guidelines for improving organisational performance and achieving sustained success through a Quality Management approach.

Question 6

How have you set up communication systems with a client and stakeholders?

Answer 6

By establishing regular meetings, using project management tools for updates, and creating clear channels for feedback and queries.

Question 7

What is a duty of care

Answer 7

A duty of care is a legal obligation to take reasonable care to avoid causing harm to others. It’s a fundamental principle in many areas of law, including negligence, product liability, and professional malpractice.

Question 8

How would you deal with a client who was dissatisfied with your service?

Answer 8

Listen carefully and acknowledge their concerns.
**Understand Issue **- Review objectively.
Immediate action to resolve issue.
Inform client issue is being dealt with
If no informal resolution - CHP
Remain calm and professional approach

Question 9

How do you ensure your advice remains objective when under pressure from a client?

Answer 9

Ground advice in Evidence, Clear Analysis and Professional Standards rather than Client Preferance

Question 10

What do you do if you can’t meet a client’s deadline?

Answer 10

Act Proactively and Promptly

Assess cause - can this be recovered.

Be Transparent, Truthful, Take **Responsibility **and be prepared with Solutions

Question 11

How do you build long-term relationships with clients?

Answer 11

Trust, Consistency, and adding value beyond individual projects.

Regular Communication

Have regard to RICS ethics and client-care principles

Question 12

Describe the most challenging client situation you’ve faced.

Answer 12

Client had personal difficulties at the time of refusal. - Heightened Frustration - Became Emotional and was directed towards me.

Empathy and Professionalism. Maintained a calm and respectful tone.

Refocused the discussion on next steps.

Importance of emotional intelligence in client care

Question 13

What measures do you use to evaluate whether you’ve delivered good client care?

Answer 13

Use both formal and informal Feedback mechanisms.

Monitor Client Satisfaction

Internally review performance against KPIs

Learn on how to Improve

Question 14

How do you handle sensitive or confidential client information when multiple parties are involved?

Answer 14

Follow professional, legal, and company standards.
Share only on a need-to-know basis
Only who are authorised to receive it.
Secure communication channels
Maintain a clear audit trail

Question 15

How would you negotiate revised instructions or fees if the scope of work expanded?

Answer 15

Sensitive - Would act mindfully.
Assess + Quantify additional requirements
Be transparent - Extra time / resources
Explain clearly with evidence if possible
Provide options - negotiate professionally
Balance clients Objectives and RICS Ethical Standards

Question 16

How would you explain a planning refusal to a client in a way that maintains trust?

Answer 16

Ensure that I am Transparent, Factual, and suggest Next Steps / Solution

Avoid spe**cualtion / blame - Objective analysis of the Issues

Question 17

How would you approach a situation where meeting one client’s deadline could harm another project’s delivery?

Answer 17

High Quality and Diligent sevrice would be my primary concern.

Would Communicate Openly and Transparently

Would then propose and work through solutions - Reallocation of resources / Adjust timelines.

Question 18

How do you ensure your advice is clear, impartial, and aligned with the client’s strategic goals?

Answer 18

By grounding it in evidence, professional standards, and thorough analysis.

Understand Clients Goals, Priorities and Constraints

Communicate in Clear Concise Manner with **Plain English **

Question 19

How would you handle a disagreement between a client and consultant over technical advice?

Answer 19

Ensure I Listen and Understand

Base understaning on Facts

Professionally, Objectively, and Diplomatically

Mediate Discussion

Question 20

If a client demanded action outside planning policy or timescale constraints, how would you respond?

Answer 20

Communicate constraints clearly (legal, planning policy, procedural)

Explain** risks and potential consequences **of non-compliance

Offer compliant alternative solutions and realistic timescales

Maintain** professional integrity**, impartiality, and **evidence-based **advice

Question 21

How would you balance honesty about risks with reassurance to maintain client confidence?

Answer 21

Honeslty and **Transparently **explain risks and possible consequences. Ensure this is understood.

Would present in a structured, calm and well-controlled manner.

Would refer to** evidence** and would provide solution led approach

Question 22

How would you advise a client if a planning delay risked affecting exchange or completion dates?

Answer 22

Ensure I fully understand issue including potential impacts.

Compile evidence

Communicate clearly and promptly.

Provide practical solutions

Listen to the client

Question 23

How do you ensure that the wider team reflects the same client-care standards you follow?

Answer 23

Ensure I Lead by Example.

Clearly communicate my procedures and standards.

Encourage team meetings to ensure awareness.

Feedback

Question 24

How has internal training (Consumer Rights Act, NHQC, Company procedures) influenced your client-care approach?

Answer 24

Reinforced importance of High Quality Product and Service.

From this I ensure Transparency, Fair Treatment and follow Complaints Handling Procedures.

Question 25

How do you follow up after project milestones to confirm client satisfaction?

Answer 25

Scheduled meetings to discuss progress. Activley seek feedback. Offer Practical **solutions **and **timelines** Reinforce Professionalism, Transparency, and Accountability

Question 26

How do you check that advice you give is within your competence and accurately reflects client needs?

Answer 26

By evaluating the scope of my expertise and referring to RICS standards. Update knowledge and understanding through CPD

Question 27

What steps do you take to ensure deadlines and outputs align with client expectations?

Answer 27

Clarify objectives, priorities, and deadlines upfront Use milestones and defined deliverables to structure work Monitor progress and address risks proactively Communicate promptly with clients about potential issues Ensure outputs meet quality and client expectations

Question 28

How have you adapted your approach to different types of client or stakeholder?

Answer 28

Understanding each **client or stakeholder’s priorities** and **Communication Style** For example, with technical stakeholders, I provide detailed **evidence, data, and policy references**, whereas for non-technical clients, I focus on** clear explanations, visual summaries, and practical implications**.

Question 29

How do you demonstrate a “customer-focused” mindset in your day-to-day planning role?

Answer 29

Prioritising the **client’s objectives** and delivering advice that is **practical**, **clear**, and **evidence-based** Actively Listen **Tailor communication style to client** Proactive solutions

Question 30

What process do you follow when a client raises a concern or complaint?

Answer 30

Follow RICS Guidance and Company's Complaints Handling Procedure. * Listen Carefully * Understand * Explain Steps while Investigate * Refer to CHP * Communicate Clearly * Provide POC while I escalate

Question 31

How do you handle conflicting priorities between internal stakeholders (e.g. technical vs. sales teams)?

Answer 31

* Understand objectives and constraints * Ecourage Open and collaborative work * Mediate * Propose practical solutions * Escalate with evidence if required * Maintain professionalism

Question 32

How do you ensure records of communications are complete and auditable?

Answer 32

Ensuring consistent documentation practices. I record key discussions, instructions, and decisions in writing. Store these within the central project file or document management system.

Question 33

How do you decide how much detail to provide when communicating complex planning matters to non-technical clients?

Answer 33

I first assess their level of understanding, experience, and objectives. focus on the key issues, risks, and implications most relevant to their decision-making, avoiding unnecessary jargon. I use clear language, visual aids, and concise summaries.

Question 34

What strategies did you use to maintain a client's confidence despite delays?

Answer 34

Clear and transparent communication early. Supported by truthful, evidence backed points. Then offer practical solutions. Remain calm, factual, and solution-oriented.

Question 35

How frequently do you update clients, and by what means?

Answer 35

Regular, structured updates - reflective of the client’s preferences and the stage of the project. Email summaries and scheduled progress meetings or calls.

Question 36

In the Charlton Avenue case, how did you keep your client informed during the validation delay?

Answer 36

Validation was delayed due to LPA backlog. Informed client promptly and transparently. Explained implications and had actionable solution which was calmly and professionaly explained.

Question 37

What steps did you take to manage expectations around the planning risk?

Answer 37

By being clear and transparent about the potential planning risks. Discussed them early. Explained implications, with evidence where possible. Solutions where possible.

Question 38

How did you ensure communication with the client and internal teams was clear and timely?

Answer 38

Plan / Structure communicatons updates from outset. Provide regular written updates and schedule calls/meetings. Key Project Milestones **Maximise In-Office** work for collaborative team-working

Question 39

What would have been the consequence for the client had the issue not been resolved quickly?

Answer 39

Consequences: project delay, financial loss, damaged relationships Planning timing is critical — affects programme and cash flow Quick resolution mitigated financial and reputational risks Demonstrates proactive client care and problem-solving

Question 40

How did your response demonstrate good client care?

Answer 40

Combinded **professionalism**, **empathy**, and proactive **communication**. Ensured the client was **fully informed**. **Practical Solutions **and **Next Steps** Keep **Documentation **

Question 41

In your Crowthorne example, what planning compliance issue arose and how did you resolve it?

Answer 41

4 Plots built not in accordance with plans. Advised Sales Director Promptly and Clearly. Communicated Issue calmly and professionally despite Urgency Advised on corrective measures Acted swfitly on corrective measures and kept Sales Director informed

Question 42

How do you ensure you understand your client’s objectives at the outset of a project?

Answer 42

Hold an initial briefing session. Discuss their **strategic goals**, **priorities**, **constraints**, and **desired outcomes**. Targeted questions - Timeframes, Budget, Deliverables. Document in **Project Brief** Set regular meetings at **Key Project Milestones **

Question 43

How can you ensure consistent service quality across multiple clients or projects?

Answer 43

Structured and Organised Internal Meetings - Collaborative Teamwork - Hold Briefings. Keep records and document for Audit Trail Use client Feedback Regular meetings at Key Project Milestones

Question 44

How does RICS guidance expect surveyors to manage client expectations?

Answer 44

**Transparent**, **honest**, and evidence-based communication **Clarify scope**, limitations, risks, and **potential outcomes** Act **professionally** and objectively in the **client’s best interest** Keep clients** informed** of progress, issues, or delays Set **realistic expectations** and avoid over-promising Advice should be **grounded in technical knowledge**, policy, and RICS standards

Question 45

What is the relationship between client care and professional indemnity insurance?

Answer 45

Good client care **reduces risk of disputes or claims** PII covers financial consequences if claims occur Client care practices: transparent, evidence-based, and well-documented advice Effective communication and expectation management are central **PII is a safety net, not a substitute for professional diligence**

Question 46

What are the main risks of poor client communication?

Answer 46

Misunderstandings about scope, deliverables, or timescales Delays, errors, or incorrect client decisions Damaged trust and professional relationships Potential regulatory breaches or claims Mitigation through clear, timely, and documented communication

Question 47

What communication systems can ensure effective client engagement?

Answer 47

Written updates (emails, progress reports) Scheduled calls or meetings at milestones Collaborative project management tools Documentation and audit trails Ensures transparency, accountability, and client confidence

Question 48

What should be included in a Complaints Handling Procedure (CHP)?

Answer 48

Definition, acknowledgement, investigation, and resolution steps Escalation routes and clear timeframes Record keeping and audit trail Review and lessons learned to improve future service Aligns with RICS professional and ethical standards

Question 49

How do you identify and manage different project stakeholders?

Answer 49

Identify stakeholders by **influence and interest** Use stakeholder mapping to **prioritise engagement** Communicate in a **tailored**, **structured **way for each group **Maintain regular contact** and documentation Builds alignment, manages risk, and supports project delivery

Question 50

What are the principles of the Consumer Rights Act 2015 that affect development practice?

Answer 50

Services must be delivered with **reasonable care and skill** Clear, accurate, and transparent information is essential **Deliverables **must be fit for purpose Clients have a **right to redress** if standards are not met Supports professional diligence, accountability, and client trust

Question 51

What are the main stages in collecting and analysing a client’s requirements?

Answer 51

Structured process: briefing, data gathering, clarification, documentation, analysis, confirmation Align requirements with technical, regulatory, and financial constraints Identify risks and potential conflicts early Confirm understanding with client to avoid misunderstandings Supports informed decision-making and professional accountability

Question 52

Time when you have provided advice?

Answer 52

Planning refusal at Charlton Avenue Analysis: review of policy, planning officer feedback, site constraints Advice options: appeal, redesign, resubmission Clear communication: report and follow-up discussion Outcome: client able to make an informed decision and maintain confidence

Question 53

What is Right to Redress?

Answer 53

Legal entitlement to seek correction, compensation, or remedy * Correction or rework of the service. * Financial compensation where losses have occurred. * Access to formal complaints procedures or professional ombudsman schemes.

Question 54

How does your service differ from Internal Instrcutions to Landowners?