Client Care Flashcards
(8 cards)
What does “client care” mean in the context of the RICS Rules of Conduct?
Client care refers to consistently acting in the best interests of the client, delivering work to a high standard, and ensuring clear, honest, and transparent communication.
Under the RICS Rules of Conduct, this includes maintaining integrity, being competent, treating clients with respect, and acting diligently. It’s not just about meeting contractual obligations, but building trust and acting ethically at all times.
What are your key responsibilities when working under a Promotion Agreement with a landowner?
My primary responsibilities include ensuring the landowner’s objectives are clearly understood, drafting and agreeing robust Heads of Terms, managing the delivery of planning strategies in line with agreed timelines, and maintaining regular communication. I must also keep them informed of progress, risks, and opportunities, while safeguarding their commercial and personal interests.
How do you define and manage client expectations?
I define expectations early through detailed Heads of Terms and initial meetings. These clarify the scope of work, timelines, and deliverables. I manage expectations by providing realistic updates and highlighting potential risks. If delays or changes occur, I inform the client promptly and propose revised strategies where appropriate.
What is your duty of care to your client, and how do you uphold it in practice?
My duty of care includes acting in the best interest of the landowner, meeting contractual obligations, delivering accurate advice, and keeping them informed. I uphold this by thoroughly understanding each site’s Promotion Agreement, planning strategy, and constraints, and by making sure communication is proactive and transparent.
Can you give an example of how you took over a project and ensured continuity of client care?
I was assigned an out-of-patch site in Cambridgeshire (March) that had previously been managed by a colleague.
The Promotion Agreement required a planning application within 6 months of signing.
I reviewed all agreed terms, introduced myself to the landowner, and reaffirmed our planning strategy to deliver within the agreed timeframe. I provided early reassurance that continuity would not be compromised.
This instilled confidence in the client, and the planning application was submitted on schedule, maintaining our obligations and relationship.
How do you ensure communication meets client needs and expectations?
I tailor communication based on the client’s preferences. For example, in Tytherington, the landowners specifically requested transparency and frequent updates. I set up quarterly meetings and direct lines of contact. I kept them informed on planning progress and consulted them before engaging with local stakeholders to maintain a positive community-facing presence.
What steps do you take to build client confidence in a planning strategy?
I clearly set out the rationale for our approach, backed by planning policy and market insight. I provide a realistic timeline, identify critical risks, and update clients regularly. For instance, in March, I outlined the fastest viable planning route while demonstrating awareness of key milestones—ensuring that the landowner felt reassured and engaged in the process.
How do you handle sensitive issues like local opposition when a client has a personal stake in the site?
At Tytherington, one of the landowners lived locally and was concerned about potential backlash.
I prioritised respectful stakeholder engagement and ensured transparency about the benefits of the proposal. I also reassured the client that we would act sensitively and not draw undue attention during early stages.
We minimised resistance and maintained the landowner’s trust throughout the promotion process.
