Client Care

Question 1

How would you deal with an unrealistic client deadline?

Answer 1

Honesty - from the start I would make it clear that an unrealistic timeline could compromise the quality of service received and therefore I can’t meet it
I would ensure I don’t overpromise and underdeliver

Question 2

How would you deal with a client complaint?

Answer 2

I would confirm receipt of the complaint to the complainant within 7 days and ensure it is actioned within 28 days, as per RICS guidance.
I would inform my firm’s Complaints Handling Officer and the legal team too if necessary