CLIENT CARE

Question 1

What CPD have you completed to ensure good client care?

Answer 1

I have undertaken mandatory refresher training at Christie & Co which helps me to effectively use our CRM data system. This helps me to identify conflicts of interest as I am able to understand all contact and instructions relating to a Property, individual or Business.

Question 2

Pharmacy In Bradford

L2 - What was the original price and what did you reduce it to?

Answer 2

• Original 1,000,000
  Revised 950,000

Question 3

Pharmacy In Bradford

L2 - Why did attempt to reduce it?

Answer 3

• The price level the Property was being marketed could not be achieved after a sustained marketing period
• At 950,000 the Property would be more attractive to First time Pharamcy purchasers who would be able to secure funding easier.
  *

Question 4

Pharmacy In Bradford

L2 - Why was the Property marketed at 1,000,000 when it could not be achieved?

Answer 4

• This was the wishes of the client to market the Property at 1,000,000.
• We had an C&CO realistic opinion of price of 950,000 when originally marketing the Property

Question 5

Bradford

L2 - How did you manage the Clients Expectation?

Answer 5

• I made sure to conduct the meeting in person.
• I recognised the importance of it being THEIR business and livelehood and wanted to ensure the best outcome for them.

Question 6

Please explain your understanding of the term client care?

Answer 6

The principle of client care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieves value for money. Client care can be provided through professionalism, competence, punctuality, trust, reliability, presentation, regular communication and providing services to a high standard.

Question 7

Why is Client Care so important for surveying firms?

Answer 7

The majority of clients for a lot of surveying firms are generated through repeat business from existing clients. Therefore, it is important not only for the client to achieve their requirements but also for the company to encourage repeat businesses where possible.

Question 8

How would you identify the needs of a client?

Answer 8

Each client and project is different and their needs would be assessed on their own merit. This could be achieved by holding discussions regarding project key deliverables and the scope of services required.

Question 9

When should you decline an instruction of new work from a client?

Answer 9

I would need to decline an instruction in the event that there is a conflict of interest, if the appointment would not be in the clients’ best interests, if my firm is not be able to resource the job adequately, if the project is outside of my skillset or if the work in question is unlawful.

Question 10

What do you need to consider when preparing a fee bid?

Answer 10

My firm has its own procedure for preparing fee bids, this comprises finding out what the client’s requirement are and identifying whether this is a service that we provide. A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved. There are varying levels of sign off by approved personnel depending on the fee value prior to submission.

Question 11

What does good client care require?

Answer 11

• A clear understanding of the client’s objectives and aims.
• A professional approach.
• Clear, concise communication.
• A quality assurance policy.
• Complaints handling procedure.
• Professional Indemnity Insurance.

Question 12

How would you calculate a fee proposal?

Answer 12

Calculating a fee proposal involves a structured approach to ensure that pricing is fair, competitive and reflective of the required outputs. The process includes understanding the project scope by reviewing the client’s requirements, deliverables and expectations.

Question 13

How do you establish trust?

Answer 13

I am transparent and honest about my actions at all times. A personal objective of mine is to learn about my client and their long term objectives in addition to key challenges they are facing.

Question 14

What do you clarify with regards to a clients objectives?

Answer 14

• Time
• Cost
• Quality
• Desired final outcome.
• Clients aspirations and goals for the project.
• Key Performance Indicators.