Client Care

Question 1

Explain your firms complaints handling procedure

Answer 1

Upon request, a complaints handling procedure is provided. Acknowledgement of of the complaint is provided within 7 days. A formal complaint is required to have a formal response within 28 days.

Question 2

What data collection requirements are there?

Answer 2

• Data Protection Act 2018
• GDPR 2016

Question 3

How do you set your fees

Answer 3

• Fixed fees
• Daily Rate
• Percentage 1-2% sale or 10% rent letting

Question 4

Why is it important to develop long term client relationships?

Answer 4

• To earn the trust of clients and gain opportunities to be shortlisted for future work.
• As an RICS member to help build and promote trust in the institution

Question 5

What KPI’s might you agree with a client to monitor performance?

CTS

Answer 5

• Communication
• Transparency
• Service levels throughout the instruction

Question 6

(Churchill Towers)

Can you give an example of when you delivered good client care?

Answer 6

• Churchill Towers
• Understood clients timescales, costs and objectives
• Made client aware application process and typical timescales
• regular contact throughout

Question 7

How do you identify a clients objectives on receipt of a new instruction?

Answer 7

• Timescales
• Best form of communication
• Updates throughout
• Review of work

Question 8

What would you do if you received a complaint from a client?

Answer 8

• Take responsibility
• Ask client how they wish to proceed with complaint
• Learn from experience and identify training needs

Question 9

How would you prepare for a client meeting with a new client?

Answer 9

• Undertake research into the company and its operational/strategic objectives
• Research any recent significant activity they were involved in
• Consider my relevant experience to discuss
• Follow up meeting with an email

Question 10

What information do you include in a Fee proposal to a client?

Answer 10

1. Background of Proposal
2. Planning Policy
3. Scope of Work
4. Name of who is caring out work
5. Fee and any council fee’s