Client Care L2 Flashcards
Tell me about an example of how you have provided good client care.
80 High Street. I provided reasoned advice prior to letting, I gave a realistic appraisal for the prospects for letting, communicated throughout with clients who often had divergent views, secured a rent in excess of the guide price.
How have you dealt with an unrealistic client deadline?
???????????
How have you dealt with unrealistic client expectations?
Clients (Landlords) often seek mutual breaks rather than tenant only without realising the trade offs that would result. I take time to explain what the drawbacks are, as well as other ways of offsetting the concerns that give rise to desire for mutual break.
Tell me about the approach you have taken when dealing with a non- technical lay client.
Regularly deal with lay clients. Always careful to provide a far more thorough breakdown of the matters at hand, as well as take great care to set realistic expectations.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
I try to restrict my advice only to where I feel it will really add value and refrain from the nuts and bolts. Typically this would be provising an assessment of the local market rather than on more text book matters.
How have you established a client’s objectives?
Gaginwell.
Wide ranging discussion
Understand clients relationship with property.
Their strategy or ambitions
Open ended questions, listen.
How have you confirmed a client’s brief?
Following a meeting or call I always try to follow up with an email sumerise our conversation and what has been agreed.
How have you established a scope of services?
Detailed conversation with clients objectives and then translate this into a transparent scope that reflects requirement and is clear on deliverables.
How have you calculated fees for professional services?
For valuations I estimate the hours required and then apply an hourly rate. I am clear to indicate an upper limit as well as any exclusions such as additional costs.
How have you compiled an appointment document?
I use a template provided by the firm to compile an appointment letter making sure to check that it accurately reflects the clients details and scope.
How have you established project stakeholders and their status within a project?
2 Market Place Cirencester - Used linked in to support my understanding of client side employees and consulting when letting to Cornish Bakery.
How have you set up communication systems with a client and stakeholders?
Typically I ask a client to elect a main point of contact with whom I should direct all communication and seek instructions from. I confirm the preferred method of communication and who should be copied in on written correspondence.
How have you issued reports to a client?
In almost all occasions my reports are provided by email, although periodically, for secured lending Valuations I provide them in hard copy and post them.
Oakfield Campus – how did you provide good client care?
I met them onsite for a detailed discussion and inspection of the site.
I followed up in writing with a fee quote a letter of appointment and terms of engagement.
I communicated throughout by email, keeping the key stakeholders informed.
I provided interim advice on values.
I finalised the report and sent it in full to the relevant stakeholders.
How did you ensure your ToE reflected the instruction?
I made sure the ToE accuratly reflected the key client requirement including purpose, property, date, method, reliance, etc
