Example of providing good client care?
I managed a tight deadline for a valuation by providing a preliminary “heads-up” on key findings 24 hours before the formal report was due, allowing the client to prepare their internal board.
How have you dealt with an unrealistic client deadline?
I explained the resource constraints and the risk to quality/compliance if rushed. I proposed a phased delivery: an initial summary of findings by their deadline, followed by the full RICS-compliant report three days later.
How have you dealt with unrealistic client expectations?
When a client expected a valuation figure far above market evidence, I managed this by providing a detailed comparable evidence pack and a “Red Book” compliant report to manage their expectations with factual market data.
Approach for a non-technical lay client vs. property professional?
For a lay client, I avoid technical jargon and explain the “why” behind RICS requirements. For a property professional, I provide high-level data, assume technical knowledge, and focus on strategic advice.
How have you established a scope of services?
I met with the client to understand their specific needs (e.g., is the valuation for secured lending or accounts?), then drafted a clear Terms of Engagement letter detailing exactly what I would and would not provide.
How have you calculated fees for professional services?
I calculated fees based on a combination of time-based costs (estimated hours x hourly rate), the complexity of the task, and the level of professional risk/PII exposure.
How have you dealt with a complaint?
I followed my firm’s Complaints Handling Procedure (CHP). I acknowledged the complaint in writing within the required timeframe (usually 2-3 days), investigated the matter, and provided a formal response.
How have you measured KPIs?
I tracked performance against agreed metrics, such as “report delivery within 5 days of inspection” and “accuracy of data,” reporting these results back to the client in our monthly review meeting.
