Client Care

Question 1

What are the principles involved in client care?

Answer 1

Good communication (clear & concise), ensuring you understand your clients’ requirements, disclosing conflicts, ensuring competency to undertake the work, complaints handling procedure.

Question 2

Can you give me an example of how you have given good client care?

Answer 2

1. During my time in property management, my client reported a major leak into their premises at the end of the day on a Friday. To ensure the issue was suitably investigated so the source of the leak can be addressed, I stayed at work until I could confirm that the landlords managing agent were made aware of the issue and that a contractor could attend so that my client was not disrupted on Monday.
2. Understanding my clients internal reporting requirements, when providing a shortlist of sites for transactional projects, I ensured they were properly documented in their company format so that they can be benchmarked appropriately, and the internal sign off can be given.

Question 3

What systems do you have in place to manage client care?

Answer 3

I used Portfolio Expert to accurately track the progress of ongoing projects / issues, which I could update with notes and rag status them, to ensure my client was made aware of the latest updates.

Question 4

How would you deal with an unrealistic client deadline?

Answer 4

I would review my workload to understand whether I was able to meet the deadline and if not, manage my client’s expectations through clear communication explaining when I would be able to complete the task.

Question 5

If you felt like a client was rushing you for a valuation report, what would you do?

Answer 5

I would think about why they are rushing me, and if there is a valid business reason.
I would determine if there were any red flags which required further scrutiny with CDD or EDD being carried out.

Question 6

How do you establish new client relationships?

Answer 6

I am aware that building strong client relationships is crucial for long term success. Effective strategies to establish and nurture client connections include:

• Gathering quantitative and qualitative information about the client to understand their needs, preferences, and goals.
• Go above and beyond when presenting proposals or solutions, exceed expectations. Provide additional value and demonstrate your commitment to their success.
• Treat clients as partners - foster a collaborative relationship and involve them in decision-making and seek their input. Proactivity is key.
• Empathy and communication - be empathetic rather than defensive to understand their perspective and show genuine concern.

Question 7

Can you name a time when you haven’t managed your clients expectations or name a time when you client hasn’t been satisfied? How would you react if they weren’t?

Answer 7

During monthly client meetings where I discussed ongoing property management issues, my client has expected on occasions that particular issues were further progressed or resolved. In these situations, I recognised that I did not effectively manage my clients expectations, as the particular issues were more complex than originally thought, or the circumstances changed which created additional challenges.

In these situations, I acknowledge that I must be honest and transparent to set and manage expectations. I must create opportunities to listen and understand my clients needs and expectations. I must take a proactive approach to issues rather than reacting to issues. I must use a 360-approach to build trust, communicate effectively, and continuously learn about my clients needs.

Question 8

What are the key aspects of a good quality service?

Answer 8

Key aspects that contribute to a good quality service:

1. Empathy - understand and relate to your clients feelings and needs.
2. Problem-solving - be adept at identifying issues and finding effective solutions Address customer concerns promptly and efficiently.
3. Communication skills - clearly convey info, actively listen, and adapt your communication style to match the clients preferences.
4. Patience - stay calm and patient, especially when dealing with frustrated or confused clients.
5. Active Listening Skills - pay attention to what clients say, ask clarifying questions, and demonstrate that you value their input.
6. Positive attitude - maintain friendly and positive demeanour.
7. Quick response time - timely assistance is crucial to promptly respond to inquiries.

Question 9

When setting up a new practice, what procedures would you put in place to ensure good client care was being provided?

Answer 9

Processes for formalising terms of engagement and clear communication lines with the client, including confirming timescales, resourcing adjustments, and obtaining any info required from the client.

Set up procedures for obtaining regular client feedback and ensuring this is acted upon for example by holding monthly client performance reviews.

Develop strategies for taking part in business development activities to retain existing clients and generate new business.

Procedures to keep client info confidential and using NDAs to protect client confidentiality, if required.

Report to client using agreed and consistently formatted docs that have been tailored to meet the clients’ requirements.

Question 10

Why is client care important?

Answer 10

Surveying practices that provide excellent client care are likely to retain existing clients and develop new business leads by receiving positive testimonials.

Failure to provide good client care is likely to lead to client dissatisfaction, complaints, and potentially PII claims for professional negligence.

Formal complaints and insurance claims can be costly and result in stressful working environment, reduced staff performance and be time consuming.

Complaints and claims can and should be avoided with diligence, manageable workloads and resource planning and well-developed procedures for obtaining and acting on customer feedback.

Question 11

What is a complaint and why is this a serious topic area for surveyors?

Answer 11

A complaint is a statement that a situation is unsatisfactory or unacceptable to the client which can either be made formally in writing or verbally.

Its important to take complaints seriously as the RICS require these to be handled inline with their CHP.

Practices also have an obligation to notify PII insurers.

Complaints can result in loss of clients, reputational damage and PII claims against firms.

Question 12

What is meant by the term Duty of Care?

Answer 12

A Duty of Care is to ensure that another party does not suffer harm or loss that can arise because of a breach of contractual obligations or Tort of Negligence.

General forms of appoint include contractual duties to perform services with reasonable skill and care that is to a standard expected of a reasonably competent professional.

However, if appointment is made based on specialist capabilities, then the duty of care expected would be to the standard of a competent specialist rather than a general practitioner operating in that field.

In the absence of contractual obligations, Tort of Negligence can be applied which relies on the courts applying relevant aspects of common law to determine the duty of care that is owed.

Question 13

What’s the difference between a client and a customer?

Answer 13

Customers are individuals purchasing goods and services form a company. They are typically one-time transactions where a client refers to a person who looks for professional service from the business.

Customers engaging in a transaction with a company will not have the same relationship as a client who engages in a fiduciary relationship with the company. Both sides work on long-term goals and lasting relationship – the business focusses on creating a strong bond with the client to retain them as a client.

Question 14

What is meant by the term soft landing?

Answer 14

It refers to a strategy designed to make an easy transition from the construction stage to the occupation stage of a project.

Overriding aim of soft landings is to realise optimal operational performance and ensure that the end users of the project can operate effectively in the built asset that has been delivered.

Question 15

Please provide an overview of your quality management procedures.

Answer 15

• Peer review process
• Standardised format of documentation
• Authorised / signature process prior to release of docs.
• Accessible file storage systems
• Procedures for absence of staff and staff leavers to ensure handover of info.
• Internal and external auditors
• Lessons learned workshops.
• Client performance feedback.

Question 16

What is meant by the term client money?

Answer 16

Money of any currency whether in the form of cash, cheques, draft, or electronic transfers.

An RICS regulated firm hold or receives on behalf of another person or company that is not immediately due or payable on demand to the RICS regulated firm for its own account.

Client money excludes fees paid in advance for professional work.