Client Care Pack Questions

Question 1

What is client care

Answer 1

The act of identifying, winning and retaining clients.

Which involves

1. Understanding clients needs
2. Effective communication
3. Professionalism and integrity
4. Transparency in terms of fees
5. Managing expectations
6. Complaints handling procedure

Question 2

Why is it essential to maintain

Answer 2

1. Builds trust and loyalty
2. Reduces misunderstanding and disputes
3. Enhances reputation / referrals
4. Aligns with RICS ethical and professional standards

Question 3

How do I tailor my approach?

Answer 3

• Understand my scope of services
• the clients KPI’s
• provide a diligent service
• understand what they want
• regular reporting

Question 4

What systems and procedures are essential

Answer 4

1. Proper client onboarding system
2. Clear communication protocols
3. Structured document and file management
4. Issue CHP
5. Establish client feedback and review systems
6. Compliance and ethical monitoring
   - conflict of interests
   - confidentiality agreements

Question 5

M3 I thrive

Answer 5

Integrity
Trust
Honesty
Responsibility
Innovation
Vision
Excellence

Question 6

Any RICS documentation on client care

Answer 6

RICS rules of conduct
Complaints handling procure