Client Care

Question 1

Tell us why it is important to develop long term client relationships

Answer 1

• Create loyalty
• Return customers = regular fees
• Trust
• Can provide in depth feedback for improvements
• Brand advocate

Question 2

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

Answer 2

Internal
- Colleagues

External
- Clients
- Suppliers
- Other firms

Question 3

Tell me about how you have tailored your client care to one of these stakeholders

Answer 3

Internal - focus on clear goal alignment and project updates

External - Focus on personalisation, responsiveness and consistency

Question 4

Why is it important to you to set objectives

Answer 4

Clear direction
Motivation
Framework for measuring success
Personal and professional growth

Question 5

Tell me about your duty of care towards your clients

Answer 5

Act with integrity, provide diligent service and always work in the best interest of the client while upholding professional standards

Question 6

How do you manage client expectations when issues arise

Answer 6

Rapid approach focused on transparency,
Quick communication and collaborative problem solving

Question 7

How do you measure client satisfaction

Answer 7

• Return and continued work
• Good feedback and reviews

Question 8

How have you defined your scope of services within the limits of your competence and PI insurance

Answer 8

By establishing clear and written terms of engagement/business that outline tasks, limitations and timescales.
Aligns with PII minimum terms

Question 9

How do you set fees

Answer 9

Set on an hourly basis, estimated on the about of time expected the work to take based on previous instructions

Question 10

How have you used standard forms of appointment

Answer 10

Standard forms of appointment are usually used in relation to construction projects, which i have not been involved with

Question 11

What mechanisms are contained within an appointment document

Answer 11

• Scope of services
• Payment terms
• PII requirements
• Limitation of liability
• Confidentiality
• Dispute resolution

Question 12

What insurance requirements are you aware of both legal and RICS

Answer 12

Professional Indemnity Insurance PII
Employers liability

Question 13

How are stakeholders identified

Answer 13

The initial process of identifying all individuals affected by or with an interest in the project.

Can use tools like stakeholder logs or mapping

Question 14

How do you establish stakeholder status within a project

Answer 14

Identify anyone who may be affected by or has an interest in the project, including internal (colleagues) and external (contractors and clients)
1. identify
2. analyse
3. Register
4. Engage
5. maintain communication

Question 15

Explain formal communication systems with clients and stakeholders you are aware of

Answer 15

Emails, reports and letters
Must follow RICS communication guidance, which outlines that communication must be clear, non-technical and timely

Question 16

What KPIs mighty you agree with a client to monitor performance

Answer 16

If linked to a portfolio of rental properties, KPIs could be occupancy rate, rent arrears, rent reviews, void periods and repair costs

Question 17

How do you gather data during the inception stage of a project, including client briefings and site-based information

Answer 17

• client onboarding meeting
• Site-based information gathering, desktop and investigation
• Detailed notes

Question 18

What does ISO 9001 cover

Answer 18

the implementation of a Quality Management System (QMS) that ensures surveying firms deliver consistent, high-quality services that meet both client requirements and RICS regulatory standards

Question 19

Why is a Quality Management System important in client care

Answer 19

it provides the structured framework necessary to meet the Rules of Conduct

Question 20

What is the definition of a Key Performance Indicator

Answer 20

An essential, agreed-upon metric used to measure, manage, and improve project or business performance

Question 21

Tell me about an example of how you have provided good client care

Answer 21

Land at Ampney St Peter - aligned the sale with my client’s goals, including on boarding meeting and regular communication

Question 22

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

Answer 22

Land at Whittington - I learnt that my client preferred face-to-face meetings and therefore ensured that all information was provided through meetings and managed time to ensure documents were prepared in advance. This lead to further work with the client

Question 23

How have you dealt with an unrealistic client deadline

Answer 23

Be proactive and provide an estimated timescale for works and communicate these with the client. Negotiate scope of works

Question 24

How have you dealt with unrealistic client expectations

Answer 24

• Set clear expectations within the ToB and initial meeting
• Rely on data and evidence if needed
• Regular communication

Question 25

Tell me about the client briefing process and how you would create formulated a detailed client brief

Answer 25

Most commonly seen in project management Involves; - Statement of need - Strategic brief - Project brief The process can vary from project to project, but should include; - Review existing business case, statement of need and strategic brief - Site surveys - Desktop research - Workshops with clients - Input from stakeholders - Receive client sign off

Question 26

You have said you are aware of the RICS Complaints handling procedure, can you tell me how that is structured

Answer 26

It is a two-stage process. 1. Complaint considered by a manager who will provide a response 2. If unsatisfied with the initial response, the complaint may be referred to the independent service complaint reviewer