Client Care & Level 1 & 2

Question 1

What is your company’s complaints handling procedure?

Question 2

What clients across different market sectors have you worked with?

Answer 2

Retail
- Tenants
- Landlord representatives

Student Vals
- Lenders
- Borrowers
- Developers

Question 3

Why is it important to understand client motivations and ambitions?

Answer 3

• Provide a good quality of service (RoC 3)
• Respect client and finish work on time (Roc 4)
• Establish good relationships
• Understanding the client’s position and longer-term goals

Question 4

What is client care important?

Answer 4

• To define and analyse the needs of clients.
• Ensure repeat business.
• Build trust.
• Build long-term relationships.
• To not damage reputation of RICS, firm, individuals.
• Prevent claims being made.
• It is part of RICS Rules of Conduct.

Question 5

Why are presentation skills and time management important for client?

Answer 5

To provide a good quality of service
To respect client

Question 6

What did you learn in your presentation skills?

Answer 6

How best to present data to clients
Body language
Different presentations for different information types

Question 7

What did you learn in your time management?

Answer 7

• Ensure scope of works are discussed before to ensure realistic timeframes
• Ensure capacity is not compromised
• Constant communication with client on progress
• Communication if timescales slip

Question 8

What are some examples of client care?

Answer 8

• Asking for client performance feedback.
• Listening to the client - know your client objectives, goals and long-term strategy.
• Ensure reporting, meetings are in place for regular updates.
• Have efficient information/filing systems.
• Ensuring complaints handling procedures (CHP).

Question 9

What would you do if a client wishes to do something that is impractical?

Answer 9

surveyor owes the client a duty of care to inform them of that.

Question 10

What should be in a companies CHP as a minimum?

Answer 10

• person at the firm appointed to deal with complaints (Geraldine Mash)
• a request that complaints are made in writing
• the stages of the CHP and
• the timescale for considering the complaint within the firm.

Question 11

Valuation of PBSA Nottingham

Question 12

Why did you need to set up an initial call?

Answer 12

To agree scope of works
To understand we had the resources and competence
To understand and agree timescales

Question 13

Why did you send a follow up email?

Answer 13

• To provide a good quality of service
• So that everyone understood scope of works before signing ToE

Question 14

PBSA Valuation Bristol

Question 15

What was included in your extensive market commentary?

Answer 15

• Detailed supply and demand analysis at a more granular level
• In house data

Question 16

How was providing more detail good?

Answer 16

• Provide a quality of service
• Allowed my client to make information decisions on their acquisition

Question 17

What do we mean by a ‘duty of care’?

Answer 17

Duty owed to clients to act:
* professionally
* diligently
* competently
* also necessary to prevent potential negligence claims

Question 18

Why are Terms of Engagement so important for managing expectations?

Answer 18

• Ensure that the scope of work to be provided is clear from the offset
• Provides a document to be able to refer to throughout the instruction outlining the works

Question 19

How could you manage expectations?

Answer 19

• Ensure you understand their viewpoint and expectations
• Ensure you are clear early on in the process about your viewpoint, don’t be misleading

Question 20

How would you identify new clients?

Answer 20

In house via introductions and referrals
Externally via formal introductions to new parties, setting up calls and coffees, as well as meeting them in the market – on viewings etc.

Question 21

What would you consider a good level of care?

Answer 21

• Client’s best interests are held at the forefront of every decision
• Regular updates to client
• Going above and beyond

Question 22

How are stakeholders identified?

Answer 22

Stakeholders are identified as those who are impacted by a project or job.

Question 23

How have you measured KPIs?

Answer 23

• meeting of deadlines within a specified length of time.
• Asking for client feedback.

Question 24

How have you dealt with a complaint?

Answer 24

I personally have not dealt with a complaint, however, I am aware of my company’s complaints handling procedure.