CLIENT CARE

Question 1

What is a tailored service?

Answer 1

Customising approach to meet the client’s needs

Question 2

What is CBRE’s complaints handling system?

Answer 2

7 days respond outlining receipt of the complaint

Senior Director/above responds formally within 28 days

Question 3

How did you produce tailored reports?

Answer 3

Gain feedback on what the client needs

Propose solutions

Question 4

How do you meet client’s needs?

Answer 4

• Establish what they are.
• Make sure our proposal can meet them in terms of resource
• Seek continuous feedback

Question 5

Where have you provided a great service?

Answer 5

• Understood the requirements
• Had feedback throughout
• Regular reporting
• Collected data for lessons learnt

Question 6

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

Answer 6

• For repeat business,
• Good relationships
• Future recommendation
• Word of mouth

Question 7

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

Answer 7

QS, M&E, Architect, Landscape, Acoustic

Question 8

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

Answer 8

Held specific meetings relating to a stakeholder (e.g acoustic workshop)

Question 9

Why is it important to you to set objectives?

Answer 9

They provide clarity when working and enable me to understand how well I am progressing through my career.

Question 10

Tell me about your duty of care towards your clients.

Answer 10

I always act in the best interest of my client and follow the five global professional and ethical standards.

Question 11

How have you defined your scope of services?

Answer 11

• Project overview
• Scope of works
• Task list
• Project programme
• Project deliverables
• Success criteria

Question 12

How do you set fees?

Answer 12

CBRE’s fees are pre-set dependant on role. Programme / number of days worked x daily fee.

Question 13

How have you used standard forms of appointment?

Answer 13

When appointing project consultants.

Question 14

What mechanisms are contained within an appointment document?

Answer 14

Payment mechanisms, dispute resolution, termination.

Question 15

What process needs to be in place for handing clients money?

Answer 15

• Rule 8 for firms
• Clients must always have access to funds
• Must be a ringfenced account
• Must not be overdrawn

Question 16

What must a Complaints Handling Procedure include?

Answer 16

• Must be clear and quick.
• Minimum of two stages
• Acknowledge claim as soon as possible
• Dealt with by a senior person
• If not resolved it goes to a redress scheme approved by RICS.
• Notify PI insurers straight away.

Question 17

What is client care?

Answer 17

• Professionalism
• Competence
• Punctuality
• Trust
• Reliability

Question 18

When would you decline an instruction?

Answer 18

• Conflict of interest
• Not resource job adequality
• Illegal

Question 19

What makes up a fee proposal?

Answer 19

• Exec summary
• Client needs
• Project issues
• Benefits or clients
• T&C’s
• Proposed fees.

Question 20

What is a client brief?

Answer 20

• Provide a foundation for the initiation of the project.
• Formal statement of objectives
• Detailed enough to enable project team to execute brief.

Question 21

How would you limit risk if you thought a client was financially unstable?

Answer 21

• Dun and Bradstreet credit check
• Company’s House
• Internal company accountant review

Question 22

If you get asked to lower fees what do you do?

Answer 22

• Reduce scope or pay initial amount.