Client Care (Level 2) Flashcards
Tell me about an example of how you have provided good client care - Disposal of Portfolio of PBSA Assets
Disposal of Portfolio of PBSA Assets
- met our jv partner’s objectives
- sold assets in line with the required timeline despite difficult economic conditions
- achieved above asking price and anticipated financial returns
- indication of good service was the repeat business received following the transaction
Tell me about an example of when you have provided a high standard of service to a client.
Disposal of Portfolio of PBSA Assets
- met our jv partner’s objectives
- sold assets in line with the required timeline despite difficult economic conditions
- achieved above asking price and anticipated financial returns
- indication of good service was the repeat business received following the transaction
How have you dealt with an unrealistic client deadline?
Honesty – assuming that I have assessed the likelihood of meeting the deadline be honest and say you can’t meet it
Compromise – get as close to the deadline as possible
High Standard – make absolutely certain the work delivered is to the client’s standard
Don’t Overpromise and Under Deliver
How have you dealt with unrealistic client expectations?
Honesty – assuming that I have assessed the likelihood of meeting the expectations be honest and say you can’t meet the
Compromise – get as close to the expectations as possible
High Standard – make absolutely certain the work delivered is to the highest possible standard
Don’t Overpromise and Under Deliver
Tell me about the approach you have taken when dealing with a non-technical lay client.
- Avoided the use of technical terms
- Provided further explanation
- Create trust – especially important if they don’t know property that they trust you
How have you established a client’s objectives?
- Asked them
- Reviewed their market position and track record
How have you established a scope of services?
Assess the client’s objectives – what exactly it is they are trying to achieve and by when
Ask for specific deliverables and responsibilities
How have you established project stakeholders and their status within a project?
Stakeholder Analysis
- Identifying the key stakeholders and their interests (positive or negative) in the project;
- Assessing the influence of, importance of, and level of impact upon each stakeholder;
- Identifying how best to engage stakeholders.
Student Accommodation Development, Essex - What were your client’s business objectives?
My client’s business objectives were to:
- Deliver high quality student accommodation
- Use an off-balance sheet funding structure
- Deliver accommodation that is safe and on-time for the academic year
Student Accommodation Development, Essex - How did you secure best value for your client?
- Achieved what I believed to be a competitive market price in line with the client’s budget
- Secured the services of an experienced EA with a successful track record on student accommodation projects
Student Accommodation Development, Essex - How did you define the client’s brief?
Timing
Cost
Responsibilities and scope of services
Student Accommodation Development, Essex - How did you meet your client’s expectations?
Cost – appointed a consultant in line with the client’s budget requirements
High quality consultant who would be able to meet the client’s overall objective of delivering a high quality student accommodation
Minor Works – how did you keep all parties updated?
Project reporting (weekly via email)
Weekly progress call
Minor Works - Why was it important to keep all parties updated?
- Transparency for all parties involved
- Knock on effects for other members of the project team in terms of timing and actions
- Accountability
How did you tailor your client reporting to your client’s needs?
Preference of email as communication method
