cards

Question 1

What is client care?

Answer 1

Looking after a clients best interest whilst providing an appropriate level of service ensuring they satisfy their objectives while achieving value for money

Question 2

How do you establish a good client relationship?

Answer 2

Professionalism
Competency
Trust
Reliability
Presentation
Communication
Punctuality
KPIs

Question 3

How do you ensure you meet client aims and objectives?

Answer 3

Regular discussions on requirements
Review performance and identify areas to improve
Listen closely to clients and ask questions

Question 4

What is a client brief?

Answer 4

Formal statement of a client objectives and requirements

Question 5

What information would you find in a client brief?

Answer 5

Services required
- Project/property details
- Long term objectives.
- Duration

Question 6

How would you calculate a fee proposal?

Answer 6

Review work involved and time/resources required to undertake task
- Use hourly rate

Question 6

When could/would you turn down an instruction?

Answer 6

Conflict of interest
Lack of information
Not competence
Client wont agree/sign T Of E
Client on UK gov sanction list

Question 7

How would you respond if client asks to lower fee to match another consultant?

Answer 7

Advise that fee calculated based on resource required for certain scope of works
- Fee could be reduced if scope revisited

Question 8

Why is client care important for Workman?

Answer 8

Rely on retaining clients
Reduce likelihood of conflict/complaints
Advisory service requires trust, transparency and high service
Maintain reputation to attract clients

Question 9

When could you request additional fees from a client?

Answer 9

If scope of works increases

Question 10

What is Workman’s procedure for client feed back?

Answer 10

Partners/senior staff review directly on monthly/bi-monthly basis
Also informal continuous feedback

Question 11

How would you handle a complaint?

Answer 11

Aim to resolve through negotiation first
Failing that refer to Partner in charge or CHP
Act professionally and take responsibility for my actions

Question 12

What do RICS require for CHP?

Answer 12

Clear, transparent, free of charge
Nominating person must be stated
PI insurer notified
3rd party redress scheme
Dealt with in 28 days

Question 12

What is Workman’s CHP?

Answer 12

On receipt of complaint, take full review and inform Company Secretary
Acknowledge complaint in writing in 7 days
Respond within 28 days in writing
If response not accepted, report to ADR - CECH
Log on CH log

Question 13

How would I ensure successful KPIs?

Answer 13

Plan
Analyse
Action
Review
Repeat

Question 14

What is an example of one of your KPIS?

Answer 14

Rent collection (90% at day 7, 95% 10 days, 98% 14 days)
- Service charges

Question 15

Talk me through a report you prepare for your clients and how it meets their needs?

Answer 15

Monthly RPI Report
- Circulate excel report to internal team for PMs to provide updated on properties - 2 weeks before due date
- Collate responses and send to partner in charge for review
- Circulate to the client at month end and review at monthly meeting
- Ensure the client is updated on their ESG strategy

Question 16

Why is regular contact with clients important?

Answer 16

Provide high standard service and establish trust - important for client care

Question 17

What is client empathy?

Answer 17

Understanding needs of client and deliver value for money above and beyond expectations

Question 18

What is an example of my client empathy/care?

Answer 18

Ensuring I respond to clients same day, unless on site. Shows high standard of service and prioritising their needs

Question 19

How are clients identified?

Answer 19

Market research or networking
- When a property sells, I always investigate the purchaser is and how they aim to manage the building

Question 20

How do you identify a clients needs and objectives?

Answer 20

Ask questions and listen
Understand client brief
Speak to client and establish needs

Question 21

How do I maintain a good client relationship?

Answer 21

Tailor work to their needs
Ensure objectives are achieved
Taking time to get to know clients

Question 21

How do I establish trust?

Answer 21

Transparency
Honesty
Professionalism
High standard of service
Act in clients best interest

Question 22

When have you been transparent when things go worng?

Answer 22

After taking on management of an estate, I noticed that the service charge apportionment was incorrect on a certain unit.
I informed the client immediately rather than hiding from the issue, to ensure matter was dealt with and discrepancy rectified

Question 23

What do you include/exclude in a fee proposal?

Answer 23

Include:
- Scope of services
- Terms of appointment
- Basis of pricing
- Timescales

Excludes
- VAT
- Dealing with clients

Question 24

How do you manage a clients expectations?

Answer 24

Agree strategy/timescales
Be honest, open and transparent
Communicate regularly and directly
Offer advise in scope of service

Question 25

What are some of the unique objectives that your clients have?

Answer 25

One was trying to improve the ESG performance of the funds.
Another was trying to sell down, another was trying to buy more assets.