Client Care, Communication & Negotiation, & Business Planning

Question 1

Identify Clients

Answer 1

• landlords
• asset managers
• colleagues
• third parties

Question 2

How to implement good client care?

Answer 2

• understand objectives and requirements, and long term goals
• listen to client and seek formal/informal feedback
• respond quickly to queries

Question 3

Good negotiation skills

Answer 3

• agree client objectives and negotiating strategies
• research and preparation EG SWOT
• decide what points are flexible and what are non-negotiable
• understand other parties position
• create constructive environment for negotiations
• consider method of communication
• maintain communication

Question 4

Key factors in business plan

Answer 4

• identify what the business will do
• analyze opportunities and risks
• analyze resources required
• financial plan and budgets
• marketing methods
• growth strategies

Question 5

How have you established good client/tenant relationships?

Answer 5

• regular communication
• prompt responses to queries
• monthly meetings with clients and tenants

Question 6

What would you do if a client complained about you?

Answer 6

• aim to resolve it with client
• if not, ask client to discuss with manager/partner in charge
• if required, direct them to Workman complaints handling procedure where they can complain in writing

Question 7

How do you strive to understand the business objectives of your client?

Answer 7

• monthly client meetings
• regular communication
• keep up to date on the industry
• keep in contact on LinkedIn
• monitor press coverage on that client

Question 8

How can you help client increase their Net Operating Income?

Answer 8

• increase rents
• mitigate rates
• reduce service charge costs

Question 9

Example of recent negotiation you had with client/tenant?

Answer 9

1. Pali Kitchen payment plan - negotiated that tenant pays £10k per quarter extra
2. Interchange negotiated installation of IBOS to go through service charge on behalf of client as although it’s an improvement it vastly benefits T’s

Question 10

How can you influence creation of new business within your firm?

Answer 10

• cross sell EG IBOS, Building Surveyors, Marketing Team
• performance related work EG if you manage one asset well, client may ask you to manage more of their assets

Question 11

Negligence Case Law

Answer 11

• Smith v Bush 1990
• Smith was purchaser, Bush surveyor
• Bush valuation stated no repairs needed
• Smith purchased, then bricks from chimney collapsed through roof
• Bush held liable for negligently failing to discover unsupported chimneys