Client Care (Level 2)

Question 1

Tell me about an example of how you have provided good client care - Disposal of Portfolio of PBSA Assets

Answer 1

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

Question 2

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

Answer 2

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

Question 3

How have you dealt with an unrealistic client deadline?

Answer 3

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

Question 4

How have you dealt with unrealistic client expectations?

Answer 4

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

Question 5

Tell me about the approach you have taken when dealing with a non-technical lay client.

Answer 5

• Avoided the use of technical terms
• Provided further explanation
• Create trust – especially important if they don’t know property that they trust you

Question 6

How have you established a client’s objectives?

Answer 6

• Asked them
• Reviewed their market position and track record

Question 7

How have you established a scope of services?

Answer 7

Assess the client’s objectives – what exactly it is they are trying to achieve and by when
Ask for specific deliverables and responsibilities

Question 8

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

Answer 8

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.

Question 9

Student Accommodation Development, Essex - What were your client’s business objectives?

Answer 9

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

Question 10

Student Accommodation Development, Essex - How did you secure best value for your client?

Answer 10

• 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

Question 11

Student Accommodation Development, Essex - How did you define the client’s brief?

Answer 11

Timing
Cost
Responsibilities and scope of services

Question 12

Student Accommodation Development, Essex - How did you meet your client’s expectations?

Answer 12

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

Question 13

Minor Works – how did you keep all parties updated?

Answer 13

Project reporting (weekly via email)
Weekly progress call

Question 14

Minor Works - Why was it important to keep all parties updated?

Answer 14

• Transparency for all parties involved
• Knock on effects for other members of the project team in terms of timing and actions
• Accountability

Question 15

How did you tailor your client reporting to your client’s needs?

Answer 15

Preference of email as communication method