Client Care

Question 1

• Which parts of the business have you learnt about? Tell me about them?

Answer 1

Healthcare market (retirement living) whilst in debt – understand the headwinds in this sector – Ageing population, rising expectations, chronic illness, and funding – Growth potential, and currently high demand.

Question 2

• Give an example of offering CBRE’s full capabilities?

Answer 2

Financial model assistants for the development team – created the master developer plan – ran scenarios for them to understand phasing and peak funding requirements

Question 3

• Why is agreeing scope of work so important?

Answer 3

Usually leads to smoother working arrangements and less disputes – these can still arise when misinterpretation occurs.

Question 4

• What is the Dynamo CRM system you use and how does it help?

Answer 4

Client updates, internal performance, dispute resolution and business critical

Question 5

• Investor reporting: What type of data collection did this require? What was your role?

Answer 5

Senior colleagues inputting their on-going conversations and progress with investors. Probability of investment and likely sum. Data processor under the GDPR regulations

Question 6

• How did you ensure that the team members gave you the information?

Answer 6

I ensured that I was organized – It was a weekly exercise and so I had diary reminders for myself, the team and ensure I gave enough notice.

Question 7

• How did you show investor progress?

Answer 7

At the beginning of a mandate, it would be the number of investors contacted and materials supplied. Then, weekly progression was shown in the progression stages e.g. due diligence, Execution etc.

Question 8

What were some of the key metrics in the investor reporting?

Answer 8

key metrics: number of investors, location of investors, Projected fund raised, interest, declines etc.

Question 9

What would you do if the client asked for work outside of the original scope?

Answer 9

In most of our terms of engagement there is an hourly rate suggested for any activities falling outside the original scope - before this work is undertaken the client has to be notified and accept this via written communication.

Question 10

What type of variances were there between the personalized investor presentations?

Answer 10

Focus changes:
ESG
Track Record - Historical performance
Pipeline - Deployment
Internal systems and reporting
Team and contingencies