Client care

Question 1

Tell about why it is important to develop long-term client relationships.

Answer 1

Majority of work is developed through repeat businesses with clients.
high level of trust and loyalty improved client satisfaction
Positive feedback

Question 2

Tell me about the different stakeholders you have come across in your role

Answer 2

Client side - project managers, investment managers, accountants, business owners, investors.
Internally I have professional relationships with my firm’s CEO, heads of departments, my colleagues

Question 3

Tell me about how you have tailored your client care to one of these stakeholders.

Answer 3

-identified requirements of the client
-conflict of interest check
-tailored terms of engagement
-clear communication, updates on the progress
-preferred communication channels
-detailed report with market commentaries that meets the scope of the client
-ask for feedback

Question 4

Why is it important to you to set objectives?

Answer 4

Purpose and clarity, sets a direction to take actions, prioritize tasks and measure progress.

Question 5

Tell me about your duty of care towards your clients.

Answer 5

Act in client’s best interest
Be transparent, honest at all times, professional
Learn about client and their objectives
Act within the limit of competency,
Meet the agreed scope of work

Question 6

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

Answer 6

Find out client’s requirements and ensure I am able to provide such services or suggest how I can help the client. Check the purpose and liability. Undertake COIC

Question 7

How do you set fees?

Answer 7

• identify client’s requirements and if I can provide such service
• time and resourcing
  -purpose and liability
• multiply by hourly rate

Question 8

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

Answer 8

Professional Indemnity Insurance

Question 9

How are stakeholders identified?

Answer 9

Market research, networking events, project level

Question 10

How do you establish their status within a project?

Answer 10

Learn bout company’s organisation, history of relationships with CBRE

Question 11

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

Answer 11

Oral (meetings, calls), electronic (messages, web conferences), written (emails, letters, reports), graphic (charts, graphs)

Question 12

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

Answer 12

Customer Satisfaction, Customer Churn rate, Customer Retention Rate, Complaints Handling Procedure

Question 13

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

Answer 13

Meeting minutes, notes, follow up questions, queries

Question 14

Explain what BS EN ISO 9004 relates to.

Answer 14

A standard that provides guidelines for organizations to improve the sustainability and success of their quality management systems. It is based on the principles of ISO 9001, the international standard for quality management, but provides a broader perspective on quality management and offers guidance on how to achieve sustained success.

Question 15

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

Answer 15

a measurable value that helps evaluate the success in achieving specific objectives. KPIs are used to track progress, identify areas for improvement, and optimize performance.

Question 16

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

Answer 16

As per client’s request, I attended a kick off meeting where we discussed about the client’s portfolio of assets and client’s expectations in regard to valuation timeline (which was also agreed in TOE). I accommodated client’s needs without delay by communicating regularly, providing report on time and answering client’s follow up questions. Client has requested to provide valuation models in a version that’s supported in their system which I was also able to accommodate.

Question 17

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

Answer 17

Professionalism at the launch of project, clear defined ToE, report with detailed rationale and market commentaries, regular communication with client, quick responses, met the scope and deadline, received good feedback

Question 18

How have you dealt with an unrealistic client deadline?

Answer 18

Agreed to the sufficient timeline in the ToE considering the scope, resources

Question 19

How have you dealt with unrealistic client expectations?

Answer 19

By setting clearly defined ToE, I haven’t faced situations with unrealistic client expectations. If expectations related to the value, I prepare evidence and rationale behind my inputs.

Question 20

Tell me about the approach you have taken when dealing with a nontechnical client

Answer 20

I explained what comparable method of valuation is and the process of comparing and adjusting to arrive at the value reported.

Question 21

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

Answer 21

I have downloaded the valuation printout from the model and explain to the client the inputs and outputs and how the value has been derived using YP’s

Question 22

How have you established a client’s objectives?

Answer 22

Communication, clarifications, follow-up questions

Question 23

How have you confirmed a client’s brief?

Answer 23

Arrange a meeting, questions, notes, sum up, client’s confirmation

Question 24

How have you established a scope of services?

Answer 24

By communicating with clients and identifying their requirements

Question 25

How have you calculated fees for professional services?

Answer 25

• identify client’s requirements and if I can provide such service
• time and resourcing
  -purpose and liability
• multiply by hourly rate

Question 26

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

Answer 26

By learning about company’s organisation using their website, any articles, their history with my firm

Question 27

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

Answer 27

Oral (meetings, calls), electronic (messages, web conferences), written (emails, letters, reports), graphic (charts, graphs)

Question 28

How have you issued reports to a client?

Answer 28

Prepare draft report that meets client’s objectives and the agreed scope
send via email

Question 29

How have you dealt with a complaint?

Answer 29

Personally - haven’t dealt with a complaint; if received , i will follow my company’s complaints handling procedure

Question 30

How have you measured KPIs?

Answer 30

Leading self, Leading others, Leading CBRE, Leading Clients- set objectives for each - review by end of the year

Question 31

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

Answer 31

organize data, identify key info such as objectives, project scope, timeline, budget) analyze the data, prepare draft client brief

Question 32

For the kick-off meeting – explain how you defined the client’s brief?

Answer 32

Notes, follow up questions, request for information

Question 33

How did you meet the client’s objectives during the project?

Answer 33

clearly identified client’s requirements and needs, prepared tailored terms of engagement that outlined the scope, prepared detailed report thoroughly explaining the rationale, met the deadline

Question 34

How did you value the portfolio and manage timings around doing so?

Answer 34

Agree on timeline in advance, if urgent reflect in fee, state in TOE, ask for assistance from my manager if needed

Question 35

How did you keep your client updated?

Answer 35

Send progress updates via email, have recurring calls, prepare presentations on the progress if needed

Question 36

How did you report to your client?

Answer 36

Via preferred communication channels (emails, presentations, phone calls, face to face)

Question 37

How did you close down the instruction?

Answer 37

Draft valuation report - feedback/queries - final valuation report (soft and hard copies) - ask for feedback