C.

WORKING WITH A NEW CLIENT

ONBOARDING NEW CLIENTS
■ This refers to the practice of welcoming new clients into a business, addressing
questions and concerns, and ensuring to understand the services available to
them. 

■ This onboarding process includes everything that happens or needs to

happen after leading generation process is over and before starting working with
a new client.   

5 things to know about working with new clients:

1. Establish trust
To establish trust with clients, you have to put aside the business and allow your
client to feel comfortable with you and your team. The reward for this relationship can
outlast a new sale. A relationship with trust leads to long-term business, which
increases the opportunity that this client would recommend your services to potential
clients.

2. Communicate
Communication is one of the easiest ways that you can establish trust with your
client. Good communication means not only responding to emails promptly, but also
keeping the client updated on the status of all projects that are in progress.

3. Anticipate their need

Anticipating customer needs is about being proactive with customer service: you
sense a customer might need your help, and reach out to them proactively, instead of
waiting around for them to contact support.

4. Be a problem solver
It is to help customers with their needs and/or any problems that come up in doing
business. It's the most important part of maintaining a good reputation as a business.

5. Collaborate
It is the practice (and art) of listening to your customers and acting on their input to
everyone's benefit. You get to improve your customer experience, and your
customers get to enjoy products or services that's higher quality and more relevant to
their needs.

DEVELOPING A CLIENT MANAGEMENT

What is Client Management?
Client management is the process of overseeing and coordinating an organization’s
interactions with its clients and potential clients. 
 In client management, the ultimate goal is to build and maintain good client
relationships, so a company can retain more of its customers and ensure ongoing
success. 
BUSINESS PROPOSAL
WHAT IS BUSINESS PROPOSAL?

 A proposal is a formal sales document that is created by a company and

provided to a prospect with the purpose of securing a business agreement.
 The proposal's aim is to sell your product or service, rather than your
business itself. Instead of assisting your search for investors to fund your
business, a proposal helps you seek new customers.

2 TYPES OF PROPOSAL
So, there are two types of business proposals: unsolicited and solicited.

 Solicited Business Proposals - Solicited business proposals are requested by

a prospective client.

 Unsolicited Business Proposals - With unsolicited business proposals, you

approach a potential customer with a proposal, even if they don't request one, to gain
their business.

REAL ESTATE PROPOSAL

 A real estate proposal is a sales document where the sales agent presents a complete
plan on what they intend to do for their client.

Steps in making real estate proposal:

Step 1: Start with an Executive Summary
Step 2: Introduce your real estate company
Step 3: State the purpose of the proposal
Step 4: Lay out your real estate options
Step 5: Distinguish each option’s cost of investment 
Step 6: Close the proposal to recommendation.

MANAGEMENT AGREEMENT
Management agreements are used by providers of management services. These
agreements state the specific administrative, management and development services
provided, and the compensation for such services
. 6 Key Parts of a Property Management Agreement
1. Services and Fees
2. Responsibilities of the Property Owner
3. Equal Opportunity Housing
4. Liability
 5. Contract Duration
6. Termination Clause

HANDOVER PROCEDURES
What is Property Handover?

Handover is the process where landlords legally hand their investment property over to
the tenant and a tenancy comes into being.

On the move-in day the landlord needs to:

o Meet the tenant at the property
o Agree the inventory of contents and their condition
o Sign the lease agreement
o Complete the PRTB Registration form
o Collect the deposit and first month’s rent
o Take the meter readings
o Final Guidelines
o Handover the keys

CLIENT RECORDS
Client record means the centralized location for documenting information about
the client and the care and services provided to the client by the organization.

• A client record is a continuous and accurate account of care or services,

whether hard copy or electronic, provided to a client, including information that
has been dated and signed by the individuals who prescribed or delivered the
care or service.
• The client record must contain any documents created or received in the delivery
of services to program clients. It must also show records and evidence of all
services provided to program clients sufficient to justify any claims for payment
for those services.

What Kind of Records Do Property Managers Need to Hold On To?

As a business owner, you will want to hang on to records that pertain to:
 Financial transactions (both payments received and payments made)
- Whether you manage your own rental properties or provide property
management services for your owners, maintaining proper financial records is
important for completing your tax appropriately every year, ensuring proper trust
accounting compliance, and surviving an audit.  You should be familiar with your
state’s requirements for how long you must keep financial records for your rental
business which can include:
 Bank statements
  Proof of Deposits/Bank Deposit Slips
 Copies of checks
 Owner Ledgers
 Tenant Ledgers
 Personal Funds Ledger
 Invoices and receipts (both incoming and outgoing)
 Purchase orders
 Security deposit refund and deduction records

 Tenant Files

Landlords and property owners are responsible for maintaining records

related to current and past tenants.  Important tenant files may include:

 Tenant rental application and screening reports

 Correspondence regarding approval or denial of rental application
 The signed lease or rental agreement, plus any changes or updates added
during tenancy
 Security deposits, security deposit refunds, and an itemized list for any
deductions
 Move-in inspection paperwork completed by you and your tenant
 Move-out inspection paperwork, especially as it relates to a tenant’s security
deposit
 Rent payment records
 Rental fee records (late fees, cleaning fees, pet fees etc.)
 Pet policy agreement and pet deposit records
 Written requests for entry
 Rent increase notices
 Property maintenance notices
 Workorder or maintenance requests, and details of how and when they were
handled
 Lease violations and corresponding action records
 Eviction paperwork and records
 Legal notices and corresponding actions
 All emails and correspondence with tenant

You should also retain application records, tenant screening and all
correspondence regarding approval or denial of rental applications from all rental
applicants even if they never lived at one of your rental properties – retaining
rental applicant data will help protect you if an applicant files a discrimination
claim.
  Mortgage Insurance Documents

What is Mortgage Insurance?

 Mortgage insurance is an insurance policy that protects a mortgage lender

or titleholder if the borrower defaults on payments, passes away, or is
otherwise unable to meet the contractual obligations of the mortgage.

- Another important file will contain financial information about the purchase of
the property. So it is important for you to keep all the mortgage documents,
deed, and insurance policies on the property in a locked, fireproof safe.

 Other Business Documents

 Business licenses and permits
 Property Management or Real Estate Broker’s licenses as required by your state
 Insurance documents
 Tax Returns and supporting tax documents
 Audit Records
 Employee records
 Legal documents and records

Electronic Records

Many property owners use software designed to facilitate proper record keeping. You
can also scan documents and maintain electronic files. Make sure you back up your
digital records regularly by using a secure cloud or an external hard drive kept in a
locked safe or cabinet.

How long must I keep client records?

Client records must to be retained for a minimum of seven years from the date of the
provider’s most recent interaction with the client. The date of the most recent interaction
would be date of the last service provided to the client, the date of the last contact with
the client or the date you are notified that the client is deceased. This is the ‘minimum
retention period’.
REFERENCES

https://contentsnare.com/client-onboarding/
https://tallyfy.com/definition-client-onboarding/
https://www.herzing.edu/blog/5-things-you-need-know-about-working-client
https://www.madebyspeak.com/blog/posts/5-tips-for-establishing-trust-with-
clients
https://www.google.com/search?
q=anticipate+the+need+of+clients&oq=anticipate+the+need+of+clients&aqs=chr
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UTF-8
https://blog.hubspot.com/sales/how-to-write-business-proposal
https://www.mashvisor.com/blog/parts-property-management-agreement/
https://www.indianrealestateforum.com/forum/city-forums/bangalore-real-
estate/93685-what-is-the-process-for-property-handover
https://www.azleg.gov/ars/32/02175.htm
https://www.reiq.com/articles/property-management-records/
https://www.excaliburhomes.com/the-importance-of-record-keeping-for-landlords/
https://atassist.com/blog/7-reasons-you-need-to-keep-accurate-records-for-your-
business