Client Care

Question 1

What is client care?

Answer 1

• Is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs

Question 2

Why is Client Care important for surveying firms?

Answer 2

• The majority of work is developed 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 3

What is CPF?

Answer 3

Client performance feedback is the process of gathering and acting on feedback from the client. This comprises:

• Gathering feedback during and after project completion.
• This is usually carried out by an independent person.
• The feedback sets the standards for the company and identifies areas for improvement.

Question 4

How would you identify the needs of a client?

Answer 4

• Holding discussions regarding project key deliverables & the scope of services required.

Question 5

What is a Client Brief?

Answer 5

• The purpose of the client brief is to provide a firm foundation for the initiation of the project.
• It is a formal statement of the objectives and operational requirements of the finished project.

Question 6

Please provide an example of your client care & empathy skills?

Answer 6

• My approach is to always make the client feel like their project is the only commission I am working on.
• Through organisation and communication I can meet the deliverables of each client in advance of the agreed deadlines and am always sure to deliver work to a high standard.

Question 7

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

Answer 7

• If there is a Conflict of Interest.
• My firm may not be able to resource the job adequately.
• If the project is outside of my skillset.

Question 8

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

Answer 8

My firm has its own procedure for preparing fee submissions, this comprises:

• Understanding the Client’s objectives
• Establishing your scope of services and the fee for doing so
• Deliver work to a high standard
• Adhere to the RICS ethical and professional standards
• Clean lines of communication

Question 9

What makes up a fee bid proposal?

Answer 9

• Identification of the Client’s needs & key deliverables.
• The proposed fees.
• Scope of services.
• Supporting CVs.
• The Conditions of engagement.

Question 10

How would you limit the risk of working with a client
who may be financially unstable?

Answer 10

I would use a screening process to check the client’s finances, this could include:

• A company search using the Companies House website to obtain their account information.
• A Dun & Bradstreet or credit safe credit check.

Question 11

If your client asked you to lower your fees because of
their limited funding, what would you do?

Answer 11

The client would have to pay the required price for the level of service required or reduce the scope of works involved.

Question 12

How would you calculate a fee proposal?

Answer 12

• I would review the work involved with the commission based on the level of information available.
• I would calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate adding a suitable allowance for over heads and profits.

Question 13

What is your company’s procedure for client’s feedback?

Answer 13

• We undertake formal project reviews with the client.
• In my day-to-day involvement with the client I look to obtain regular informal feed-back through verbal and email communication.

Question 14

What is your company’s procedure for complaint handling?

Answer 14

The RICS specifies 2 stages as a minimum:

Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.

Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism.

Question 15

How do you identify your client’s needs and
expectations?

Answer 15

• I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
• I also use client’s briefing checklists where applicable.

Question 16

How do you establish trust?

Answer 16

• I am transparent and honest about my actions at all times.
• I only act inside the parameters of my level of expertise and competence.
• I always act in a professional manner.
• I always provide a high level of service.

Question 17

How do you encourage repeat business?

Answer 17

• I provide high levels of service and customer care during projects.
• I regularly obtain feedback and act on it.
• By dealing with complaints honestly and effectively.

Question 18

give me an example where you have tailored decision making to meet client objectives?

Answer 18

• For example, on St John’s Wood House project when the project estimate exceeded the budget, I took a lead role in deciding the avenues to explore to resolve the issue.
• I tailored decision making the ensure VE opportunities were explored, then scope reduction to ensure the clients objectives were met in the required timeframe.

Question 19

Give me an example of where you have demonstrated trust, reliability, competence, and professionalism?

Answer 19

• On Pelham Crescent, I was the primary point of contact for all commercial queries.
• Additionally, I ensured that all deadlines set by the client were met with regards to submission of the monthly cost reports.

Question 20

What process did you put in place to ensure you met deadlines on one of your projects?

Answer 20

• I ensured that a weekly review was placed with the client to run over any changes to the cost report before issuing.

Question 21

What is included within an appointment documentation?

Answer 21

• Scope of services
• Agreed fee
• Terms and Conditions