Mandatory - Client Care (L2) done

Question 1

What is Client Care?

Answer 1

Looking after the client’s best interests and providing a level of service that meets their needs.

Understanding that there are different client types of different behaviours necessary to building and maintaining good relationships with clients.

Question 2

Mentioned in summary of experience

Give me an example of excellent client care?

Answer 2

Milton Keynes acquisition, I arranged a client call to fully understand objectives, promptly followed up with everything I had promised, provided a clear terms of engagement and kept up regular and timely communication throughout the instruction.

Question 3

How do you deal with Customer Complaints?

Answer 3

Through the Complaints Handling Procedure

Question 4

If a Client was prepared to pay in advance for services your company were providing how would you deal with it?

Answer 4

A regulated firm needs to follow the PS on Client money handling in 2019.

• Hold all client money in a client money account.
• Not contain any other sums
• Ensure that all client money accounts include the word ‘client’ (written in full) and the name of the firm in the title of the account.
• Ensure that money held in a client account is immediately available even at the sacrifice of interest. etc.

Question 5

If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place?

Answer 5

Professional indemnity insurance
Employer’s Liability
Public Liability
Building Insurance

Question 6

How do you choose a PI Provider?

Answer 6

RICS publishes a list of approved providers

Question 7

What does an employer’s liability insurance cover?

Answer 7

Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.

Question 8

What does public liability insurance cover?

Answer 8

Covers you against actions of a third party

Question 9

How do you refer a Client to your Complaints Handling Procedure?

Answer 9

It should be included within the Terms and Conditions of the contract to the Client

Question 10

What is an Ombudsman?

Answer 10

An official who is appointed to investigate individuals complaints against a company or organisation

Question 11

When will RICS investigate?

Answer 11

RICS will consider whether there is sufficient information to suggest that a Regulated Member may have breached the Bye-Laws, the Rules of Conduct (the Rules), and/or professional standards

Question 12

Reasons for RICS to investigate?

Answer 12

• Failure to utilise a Complaints Handling Procedure.
• Failure to disclose a conflict of interest
• Misuse of client’s money

Question 13

What RICS documentation would you consider wehn dealing with complaints?

Answer 13

RICS UK Professional Standard Complaints Handling (1st edition) 2016

Question 14

What are the steps provided for by the RICS for dealing with a complaint?

Answer 14

1. Notify your PII Insurer when a complaint comes in
2. In-House: nominated person must acknowledge the complain within 7 days and investigate within 28 days
3. ADR: If complainant not happy with outcome, refer to Alternative Dispute Resolution where an independent 3rd party will investigate

Must record in complaints log

Question 15

What is included in your Terms of Engagement?

Answer 15

• Client contact
• Property address/Project name
• Scope of Work
• Fee agreement
• Complaints Handling
• Liability cap and insurance

Question 16

Why is client care important?

Answer 16

• In line with the RICS Rules of Conduct providing a good quality and diligent service (Rule 3)
• Helps with client satisfaction, achieves goals and can lead to repeat instructions/recommendations/referals
• Leads to overall business success

Question 17

How did you demonstrate client care in your Milton Keynes acquisition?

Answer 17

• I ensured I fully understood who the key stakeholders were and the clients objectives
• I was reliable, acting as I would advise when following up with summary of discussions
• I was accountable, responded promptly
• Referred back to my clients objectives throughout the transaction

Question 18

How did you demonstrate client care in your Holborn disposal?

Answer 18

• I arranged monthly marketing meetings to ensure a regular reporting system with the client
• Also updated the client more regularly and kept good line of communication ensuring they felt supported
• Presented offers in line with the Estate Agents Act 1979
• Responded quickly to enquiries

Question 19

Who were the key stakeholders in your Milton Keynes acquisition?

Answer 19

• The Board - key decision maker including CFO and CEO
• The local team on-site
• Client contact - Head of Property
• Then once terms agreed - solicitors, landlord, landlord agent

Question 20

Who were the key stakeholders in your Holborn Disposal?

Answer 20

• Landlord client
• Joint agents
• Colleagues

Question 21

In your Milton Keynes acquisition, what were your clients objectives?

Answer 21

• Secure new premises for local team
• Location: Milton Keynes
• Needed parking
• On-site security

Question 22

How would you set a fee?

Answer 22

1. Assess resources required
2. Assess time needed to complete instruction
3. Level of PII required
4. (optional) assess value of property/value of instruction

Question 23

Can you alter your fee?

Answer 23

Yes but need to behave professionally - should have been assessed correctly before, but still need to provide a high standard of service

Question 24

Tell me about the CPD sessions on client relationship management?

Answer 24

• Building Better Business Relationships
• being patient
• tailoring verbal style to audience
• being a good listener and communicator
• being accountable and transparent
• building trust

Question 25

How have you provided a good level of client care?

Answer 25

* Ensuring I fully understand client objectives * Managing expectations * Being transparent * Establishing good communication * Identifying opportunities and risks

Question 26

What is the importance of setting up an initial call with a client before the instruction?

Answer 26

* Ensuring you are competent * To fully understand requirements of the project * To understand clients objectives * To manage expectations, clarify timescales

Question 27

What must you do before starting work on an instruction?

Answer 27

1. Confirm competence 2. Check no COI 3. Prepare ToE and recieve signed copy 4. Carry out AML checks