Client Care

Question 1

Why is it important to develop long-term client relationships?

Answer 1

Builds trust, reputation, and repeat business.
Reduces client acquisition costs.
Enhances understanding of client needs and expectations.

Question 2

Who are the different stakeholders you have come across in your role?

Answer 2

Clients (landlords, tenants, investors, developers).
Internal teams (surveyors, project managers, legal advisors).
External professionals (planners, architects, contractors, local authorities).

Question 3

How have you tailored your client care to one of these stakeholders?

Answer 3

When working with a non-technical investor, I provided simplified reports and avoided technical jargon.
Ensured updates were clear, concise, and frequent.

Question 4

Why is it important to set objectives?

Answer 4

Defines clear project success criteria.
Helps manage client expectations.
Provides a basis for measuring performance (KPIs).

Question 5

What is your duty of care towards your clients?

Answer 5

To act with professionalism, competence, and integrity.
Provide accurate, independent, and RICS-compliant advice.
Maintain confidentiality and avoid conflicts of interest.

Question 6

How have you defined your scope of services within the limits of your competence and PI insurance?

Answer 6

Ensuring the Terms of Engagement (ToE) explicitly define the scope.
Referring clients to specialists where necessary.
Confirming that the services provided are covered under my PII policy.

Question 7

How do you set fees?

Answer 7

Based on time, complexity, and market rates.
Using RICS fee guidance where applicable.
Ensuring transparency in fee structures (fixed, hourly, or percentage-based).

Question 8

How have you used standard forms of appointment?

Answer 8

Utilised RICS Model Terms of Engagement for valuations.
Ensured compliance with RICS Professional Statements and client-specific requirements.

Question 9

What mechanisms are contained within an appointment document?

Answer 9

Scope of work.
Fee structure.
Liability and insurance requirements.
Termination clauses.
Conflicts of interest declarations.

Question 10

What insurance requirements are you aware of (both legal and RICS)?

Answer 10

Professional Indemnity Insurance (PII) – RICS requires run-off cover (6 years minimum).
Employers’ Liability Insurance – Legal requirement for firms with employees.
Public Liability Insurance – Covers third-party claims.

Question 11

How are stakeholders identified?

Answer 11

Through client briefing sessions.
By conducting a stakeholder mapping exercise.

Question 12

How do you establish their status within a project?

Answer 12

Determining level of influence, decision-making power, and financial interest.
Engaging them through formal communication channels.

Question 13

Explain formal communication systems with clients and stakeholders you are aware of.

Answer 13

Project progress reports.
Meetings (in-person and virtual).
Email.

Question 14

What KPIs might you agree with a client to monitor performance?

Answer 14

Project timeline adherence.
Budget compliance.
Satisfaction surveys.
Quality of service delivery.

Question 15

How do you gather data during the inception stage of a project, including client briefings and site based information?

Answer 15

Client brief meetings.
Market research and site inspections.
Due diligence on legal, financial, and planning constraints.

Question 16

Explain what BS EN ISO 9004 relates to.

Answer 16

A quality management standard focusing on long-term business success and customer satisfaction.

Question 17

What is the definition of a Key Performance Indicator (KPI)?

Answer 17

A measurable value that demonstrates performance against objectives.

Question 18

What is client care?

Answer 18

The principle of client care is looking after the client’s best interests and providing an appropriate level of service that satisfies the client’s needs and achieves VFM.

Question 19

How do you provide client care?

Answer 19

Professionalism.
Competence.

Question 20

Why is client care important for surveying firms?

Answer 20

The majority of work is developed through repeat business from clients.
Providing excellent client care can also reduce the potential for negligence claims to arise.

Question 21

What is CPF?

Answer 21

Client performance feedback is the process of gathering and acting on feedback from the client. This compromises of:
Gathering feedback during and after project completion.
This is usually carried out by an independent person.

Question 22

How would you identify the needs of a client?

Answer 22

Firstly, with a client account planning session.
Making sure I assess every client individually.
Keeping regular communication in case needs change.

Question 23

What is a client brief?

Answer 23

It is a formal statement of the objectives and functional and operational requirements of the finished project.

Question 24

Please provide an example of your client care & empathy skills.

Answer 24

I always prioritise client needs accordingly and focus on having thorough organisation and communication to meet my client needs.

Question 25

When should you decline an instruction of new work from a client?

Answer 25

If there is a conflict of interest. If the work is unlawful.

Question 26

What do you need to consider when preparing a fee bid?

Answer 26

Client requirements. Identify what services I can provide and if that is appropriate.

Question 27

What key things make up a fee bid proposal?

Answer 27

Exec summary. Methodology. Proposed fees.

Question 28

How would you limit the risk of working with a client who may be financially unstable?

Answer 28

I would operate a screening process for all clients I work with including checking company accounts on Companies House.

Question 29

If your client asked you to lower your fees because of their limited funding, what would you do?

Answer 29

The client would have to pay the required price for the level of service required or reduce the scope of the works involved.

Question 30

How would you calculate a fee proposal?

Answer 30

I would review the work involved with the commission based on the level of information available. I would calculate the time and number of individuals required to undertake the work and multiply it by an hourly rate adding a suitable allowance for overheads and profits.

Question 31

What is your company’s procedure for client feedback?

Answer 31

In my day-to-day involvement with the client, I look to obtain regular informal feedback through verbal and email communication.

Question 32

What is your company’s procedure for complaint handling?

Answer 32

Formal Acknowledgment – Complaints are acknowledged in writing within a set timeframe. Internal Review – A senior colleague or designated complaints officer investigates the issue. Written Response – A formal response is provided, outlining findings and any resolution. Escalation Process – If unresolved, the complaint is referred to an independent redress scheme, such as The Property Ombudsman (TPO) or RICS Dispute Resolution Service (DRS).

Question 33

How do you identify your client’s needs and expectations?

Answer 33

I am always sure to ask questions and listen to the client on key challenges and issues they are facing. I also seek guidance from the client when I am unsure.

Question 34

How do you establish trust?

Answer 34

Through transparency and honesty in my actions at all times. Always acting in a professional manner. Always providing a high level of service.

Question 35

How do you encourage repeat business?

Answer 35

By providing high levels of service and customer care during projects. By dealing with complaints honestly and effectively.

Question 36

What are the advantages and disadvantages of working from a client office?

Answer 36

Advantage – clear line of communication. Disadvantage – lack of support from colleagues.

Question 37

Tell me about an example of how you have provided good client care.

Answer 37

A client needed a rent review analysis with tight deadlines. I ensured clear communication, regular updates, and delivered ahead of schedule.

Question 38

Tell me about an example of when you have provided a high standard of service to a client.

Answer 38

Advised a landlord on a lease renewal, securing a better rental yield through market analysis and negotiation.

Question 39

How have you dealt with an unrealistic client deadline?

Answer 39

Managed expectations transparently by explaining practical limitations. Suggested a phased delivery approach to prioritise key elements.

Question 40

How have you dealt with unrealistic client expectations?

Answer 40

Provided comparative data to justify realistic outcomes. Explained risks and constraints clearly.

Question 41

Tell me about the approach you have taken when dealing with a non-technical lay client.

Answer 41

Used plain English and avoided jargon. Provided visual aids (charts, diagrams).

Question 42

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Answer 42

Focused on technical details and market trends. Ensured in-depth analysis was provided.

Question 43

How have you established a client’s objectives?

Answer 43

Conducted initial brief meetings and confirmed business priorities.

Question 44

How have you confirmed a client’s brief?

Answer 44

Documented the agreed scope in writing. Requested client sign-off before proceeding.

Question 45

How have you established a scope of services?

Answer 45

Defined service boundaries within the ToE.

Question 46

How have you calculated fees for professional services?

Answer 46

Time-based, percentage-based, or fixed fee structures depending on the project scope.

Question 47

How have you compiled an appointment document?

Answer 47

Ensured it included scope, fees, liability, insurance, and dispute resolution terms.

Question 48

How have you established project stakeholders and their status within a project?

Answer 48

Conducted a stakeholder mapping exercise. Defined their roles and influence on decision-making.

Question 49

How have you set up communication systems with a client and stakeholders?

Answer 49

Arranged regular meetings and agreed on preferred reporting formats.

Question 50

How have you issued reports to a client?

Answer 50

Followed RICS best practice by ensuring clarity, objectivity, and supporting evidence.

Question 51

How have you dealt with a complaint?

Answer 51

Acknowledged it within 14 days and followed the firm’s Complaints Handling Procedure (CHP).

Question 52

How have you measured KPIs?

Answer 52

Tracked progress, cost control, and client feedback.

Question 53

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Answer 53

Synthesised client requirements into a structured brief, ensuring alignment with project goals.

Question 54

Unit 29, Victoria Centre - how did you provide updates?

Answer 54

Issued weekly progress reports and held bi-weekly meetings.

Question 55

Unit 29, Victoria Centre - what was included in your report of progress?

Answer 55

Project milestones, risks, budget updates, and stakeholder feedback.

Question 56

Unit 24, Victoria Centre - what information was included in their TOE?

Answer 56

Scope, fees, timeline, insurance, and liability terms.

Question 57

Unit 24, Victoria Centre - why did you need a local agent?

Answer 57

To provide local market insights and on-site presence.