Client Care Flashcards
Why is it important to maintain good relationships with
clients and other stakeholders?
Business reputation
Repeat business
Representing the RICS
Can you tell me what rule two and rule three of the RICS
rules of conduct are?
Rule 2 – Members and firms must maintain professional competency and ensure that services are provided by competent individuals who have the necessary expertise
Rule 3 – members and firms must provide a good quality intelligent service
Can you give me an example of when you have provided
good client care?
When marketing a former special needs school in the South Downs with existing C2 use we advised that there may be limited interest in the property’s given this use.
The client’s main objective was to achieve the highest capital receipt
We therefore ensured that we have completed a full marketing exercise in line with LPA policy and kept detailed records so that in the event that a purchaser could not be found we could apply for a change of use.
What is the maximum level of uninsured excess?
If less than £10m revenue the greater of 2.5% of the sum ensured or £10,000
No set limit for firms with revenue over £10m
What would you have in mind when meeting a new client?
How to portray my organisation in best light
How they like to communicate
I would try to understand their objectives and how I could add value
What’s your firms policy for handling complaints?
Three step process
1. Try and solve the problem
2. If you can’t notify the complaints officer
3. Acknowledge within 5 days resolve within 10 days
CEDR
Agency disposal, Fleet
How did you demonstrate client care?
When marketing a development site in fleet the client was eager to market the site of market as soon as possible.
I confirmed I could meet these timescales and his objectives.
I drafted an ITT document and approached a select shortlist.
Once offers were received the client selected a purchaser.
