Client Care L1 Flashcards
Tell about why it is important to develop long-term client relationships.
To sustain business
To better serve clients
Short term relationships imply a poor service.
Tell me about the different stakeholders you have come across in your role.
Local Authority
Public
Colleagues
Investors (Landlords)
Occupiers (tenants)
Solicitors
Accountants
Tell me about how you have tailored your client care to one of these stakeholders.
The main difference is dealing with lay landlords.
The main consideration on this front is making sure I take the time to fully explain anything anything might be more apparent to more experienced or professional landlords. I take particular care on matters that are particularly consequential.
Why is it important to you to set objectives?
It’s important to define objectives to be able to benchmark progress in a project or instruction.
Tell me about your duty of care towards your clients.
My primary duty of care to my clients is to act in their best interests.
This is typically how I frame all decisions I make in regard to any instruction ie “is this in the clients best interests”.
How have you defined your scope of services within the limits of your competence and PI insurance?
I ensure that the work I complete falls within my scope of experience and carefully consult colleagues if I have concerns about this.
From there I am keen to ensure that where there is a particular liability that it is limited and this is clear within terms of engagement.
How do you set fees?
Agency 15% of the letting or 1.5% of the compelted sale price.
Valuation £150 per hour. Both plus VAT.
How have you used standard forms of appointment?
I use make sure to use the latest files from our database and amend them to suit the clients requirement where necessary. I check with a senior colleague where there is a material change proposed.
What mechanisms are contained within an appointment document?
The companies standard terms of business including mechanisms for contractual relationship, payment and late payment, legal recourse, firms liability, and mechanism for terminating the relationship.
What insurance requirements are you aware of (both legal and RICS)?
PII
Public Liability Insurance
Employers Liability Insurance
Buildings and contents
Cyber insurance
How are stakeholders identified?
A person or group of people with a unique interest in the outcome of a project or enterprise.
How do you establish their status within a project?
Their level of engagement in the project or how consequential the outcome is to them.
Explain formal communication systems with clients and stakeholders you are aware of.
Phone
Email
Letter
Video Call
What KPIs might you agree with a client to monitor performance?
Less relevant in my current role. In other roles though I have recorded and monitored client KPI’s to maintain client care. Typically they should focus on recording the things that are likely to drive value for the client. There should be few of them and they should be simple.
How do you gather data during the inception stage of a project, including client briefings and site based information?
Less relevant as much of my work is less about projects more about individual instructions.
But take detailed notes on paper, supported with lots of photos. Write up as soon as I am back in the office and confirm back key understanding with client. File all info.
