SUPER CITY GROUP - 0 -
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CONTENT - 2 -
TABLE OF CONTENT Chief Announcement:.1 1. Super City Introduction...5 1.1 Super City Branches across China......5 1.2 Company Structure...6 1.3 Our Team...7 1.4 Super City s Business Strategy......8 1.5 Mission Statement...9 1.6 Corperate Client Profile......10 1.7 Our References...13 2. Well Prepared Staff...17 2.1 Customer Service Training... 17 2.2 Hiring Customer Friendly, Motivated Employees...17 2.3 Super City a Customer-Oriented Company...18 3. Residential Service Procedure...20 3.1 Expatriate services in Beijing...20 3.2 Pre-arrival...21 3.3 Arrival...22 3.4 property search...23 3.5 Lease Negotiation...24 3.6 Moving in...25 3.7 Tenancy Management...26 3.8 Moving Out...27 3.9 Deposit Refund Flow Chat...28 4. Commercial Service Procedure...28 4.1 Commercial Exclusive Brokerage Benefits...28 4.2 Relocation Time Table...33-3 -
SUPER CITY INTRODUCTION - 4 -
Company Structure Super City Group Purchasing Leasing, Project Marketing, Asset Management, Investment Consultation Media Shanghai Super City Property Consultant Co., Shanghai Super City Ltd. Business Consultant Co., Ltd. Shanghai Super City Advertising Co., Ltd. Shanghai Houselinks Co., Ltd. Beijing Super City Property Consultant Co., Beijing Beyond Property Consultant Co., Ltd. Ltd. Chongqing Super City Property Consultant Co., Jiangsu Wall Street Investment Consultant Co., Ltd. Beijing Tiansheng East Advertising Co., Ltd Ltd. Chengdu Super City Wuhan Super City Advertising Co., Ltd Property Consultant Co., Ltd. Chengdu Super City Suzhou Super City Property Consultant Co., Property Consultant Co., Ltd. Ltd. - 5 -
Our Team Account Manager Department Assistant 25 Associates providing professional services Well-trained staff working Super City Realty as after service Marketing department Residential Department Associates assists our associates closely International Market Commercial Department Associates After Sales Service Management Board Marketing Department Project Department Associates Residential Department Associates Japanese Market After Sales Service Commercial Department Associates Account Manager Department Assistant - 6 -
BUSINESS STRATEGY Residential Leasing Commercial Leasing Industrial Introduction (warehouse, factory building leasing) Property Selling & Purchasing Advertising (Magazine) Investment Consulting (market survey, set up of corporate) Visa & Certificate Application (health certificate, work permit and residence permit) Project Marketing and Sole Agent (Commercial & Residential) Assess Management - 7 -
MISSION STATEMENT S Satisfaction U Utmost P Professionalism E Excellence R Reputation C Consistence I Influence T Trust Y Yes, we can do it! - 8 -
CORPRATE CLIENT PROFILE - 9 -
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SELECTED CLIENT TETIMONIES - 12 -
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WELL PREPARED STAFF Customer Service Training As a service oriented organization, Super City continuously pursues the improvement of service quality. One of the foremost ways we adapted to see improvements in customer service is through systemized customer service training programs. A training program enhances not only customer service but Also teamwork, communications, and management understanding of its role in customer service. Training is not a panacea but rather a key component in the service improvement plan. Super City s training programs include different types of workshops on a variety of topics, Including: Awareness building Customer service skills Internal customer service Service management Hiring Friendly, Motivated Employees Super City believes that having friendly and motivated employees is the key to achieve better customer satisfaction and to leave enough room for future improvements. The following are questions we would ask when hiring employees: Does he/she really want this job? How does he/she feel about meeting the customers? What kind of a communicator does he/she believe they are? How does he/she feel about themselves? Is he/she easily upset, moody or prone to loosing their temper? - 17 -
Does he/she like helping people? Does he/she feel service is important? How does he/she define service and good customer service? What type of attitude or outlook does he/she have? What kind of person does he/she like to serve you? What types of service does he/she like to receive? Furthermore, our human resource department has a strictly conducted screening process. Our potential employees have to meet the following basic criteria in order to join the company: Working experience in the real estate industry Minimum education level: Bachelor degree A fluent language speaking and writing ability Chinese, English, German, French, Japanese Finally, we would determine if he/she shares the Company Share Value in his/her personality. Super City a Customer-Oriented Company Super City knows that success is directly affected by good customer service. The following chart is our understanding of a good customer-oriented organization. - 18 -
Recognition is earned by employees who provide quality customer service. Managers support their staff in doing their job so they can in turn fulfill the customer service function. Internal promotion is based on job performance AND customer relations. Training staff in customer service techniques and etiquette is a priority. Employees know customer service is a priority and see themselves as an important link in the customer service chain. Participatory management style is common throughout the company. - 19 -
RESIDENTIAL SERVICE PROCEDURE - 20 -
Pre-arrival: Acquire expatriate contact information from SCL. Daily Shopping at Grocery store, Department Store, and Specialty Shops Lunch at Popular Local Eatery Tour of International Medical Interest Car Tour of Points of Cultural Interest Post-Occupation Satisfaction Call made to Expatriate Acquire responses from Expatriate personnel. Assessing the information and prepare for arrival. Arrange temporary accommodation if required. Arrange transportation from airport to the temporary accommodation. - 21 -
Arrival: Schedule and plan orientation program according to the information acquired from the EIR forms Airport-pick up and transportation to temporary accommodation if required Distribution of the orientation handbook to expatriates and City Map (see attachment) City Tours can be arranged according to individual s interests: Tour of cultural interests and recreation locations School Tours Tour of international medical services and hospital Daily Shopping at grocery stores, department Stores, and Specialty Shops Restaurants, famous local eateries, coffee shops, and pubs. Assistance to open personal bank accounts if required The above tours can be arranged by individual choice. - 22 -
Property search: Receive information about the client from the company. Conduct a short briefing with the client about Beijing with the Preview Trip Questionnaire. A group of sales will be assigned to the client to review and analyze their preview trip Questionnaire and special requirements for their residence. The assigned team will propose a schedule of the relocation proposal in Beijing. The assigned team will list a proposal of the selected residence to the company in the form of a Property List (see attachment A-3) 1. Review the company s contract policies & term with the developer / Individual landlord before inspection. 2. Confirm the lowest rental price acceptable with the landlord in accordance with the budget of the company before inspection. Approval from Company s Administration Department of the properties selected before inspection. Pick up the Clients and their family members from the informed location. Orientation and Inspection with the clients, properties, schools, medical facilities, etc. - 23 -
Lease Negotiation: Negotiate the leasing condition and the price of the rental property selected by the client, both the company s existing leases and new leases. For Individual Clients 1. Discuss furniture and appliance requirements. 2. Discuss interior decoration requirements. For Corporate Clients 1. Negotiate the bottom rental price for different staff levels. 2. Negotiate the term of contract and payment method. 3. Negotiate with key developers to accept Corporate /Bank Guarantee Letter, make sure payments are made in RMB and the Official tax invoice can be promptly obtained. 4. Negotiate the payment of all the bills in advance for Shell (CHINA) Limited, once the bill arrives, then issue a payment notice together with the next month rental payment notice. 5. Submit offer to HR for approval. Report the result of the negotiation process with Company s Administration Department. Approval from Company s Administration Department. - 24 -
Move-in Super City conducts preoccupation Inspection according to SCL s HSE standards (See attachment A-5) Carry out a thorough property inspection and ensure that all the reparations and renovations have been well completed. Any additional furniture from the landlord will be installed, and the conditions of the property before moving will meet the company s HSE standards. Prepare the address card for the tenant Contact the tenant and coordinate with the designated moving company for Check-In Pick up the client from the hotel/service apartment and coordinate with the moving company for the check-in procedure. Provide a service directory for the Client and fill out the Client Feedback Form. Register with the Police Bureau and other documentation if required Report to the Administration Department of the Company Check-In Report (see attachment A-6) Registration of Temporary Residence - 25 -
Tenancy Management: Coordinate with property management regarding tenant s special requests from check in Check that everything has been completed according to request Call tenant 7 days after check-in to make sure everything regarding property and adjustment to Beijing life is suffice. Working permit, visa processing Chinese and other classes Nanny Search Furniture Purchasing Drivers license processing Accompany tenant to requested destination Bank account assistance City orientation (school, hospital, shopping, etc.) Schools and hospitals Any additional tenant requests Call tenant to ensure that everything has been done to their satisfaction. Call tenant every three months to check if they have any requests during their stay - 26 -
Move-Out Check monthly internal report to remind client of check-out and contract renewals Communicate with client regarding details such as check-out time and renewal changes Call tenant one month prior to check-out to discuss moving out procedures and necessities (moving companies, airline tickets, etc.) Arrange moving company, book airline tickets, as per request Document preparation: review tenant file, bring relevant documents Arrange transportation from unit to Airport or new home, as per request Meet tenant at unit with landlord Check furniture inventory with property staff and confirm damaged and missing items Fill out key return record Utility record (water, gas, electricity) with confirmation by property management Supervise moving crew Give tenant forwarding address, and telephone number, and the Super City quality satisfaction survey Move tenant database entry to the Tenant History Section Call tenant and check that furniture/household goods have arrived safely Give SCL HR director Super City quality satisfaction survey - 27 -
Deposit Refund Flow Chat: Lease Termination Notice Arrange Check-Out (see Check-out Report ) Settle any disputes and deliver the Quotation and Check-Out Report to the Administration Dept. Contact the landlord for the last month utility bill Inform the Company s Finance Dept. to arrange payment for the last month utility fees For developer 1) Arrange for the Landlord to return the security deposit to the Company and the Company to return the deposit receipt back to the Landlord For developer 2) Negotiate with the landlord to Refund the majority of the deposit, Leave the rest part as the deposit for The last month utility and other fees For individual landlord Arrange the complete return of the deposit/ Bank Guarantee from Landlord to SCL. - 28 -
Commercial Exclusive Brokerage Benefits: Super City will act as your sole representative You have one contact with the market and one facilitator dealing with your existing landlord, not a number of various agencies competing to sell one product over another. Super City compiles and analyzes all the market information presenting a comprehensive and clear assessment of your leasing options. Super City will save you time and energy. Super City will evaluate your existing lease and plan for the future. In consultation with you we will undertake a thorough audit of your current lease, location, and building services and identify your future premises requirements. Total Market Coverage All options are assessed thoroughly. All property owners, developers and other real estate agents are urged to present their various alternatives. Evaluation and Selection of the premises short List All potential properties are evaluated to comply with your brief. The evaluation for each property is presented under a common format, therefore avoiding any confusion that may arise from the comparison of property alternatives. Decision Matrix All proposals are evaluated under a decision matrix developed by Super City. This system will assist in the reduction of the short list to a final selection of one or two properties and will involve your input ad to the weighting of key criteria. Financial Modeling Super City research has developed a Net Present Value cash flow program. This model calculates the net present value of the cash flow over the term of the lease inclusive of incentives, rental rates and discounting factor assumptions. This enables us to provide an Apples for Apples financial comparison of your current premises versus proposed alternatives. Senior Personnel Exclusive Brokerage clients receive special attention from Super City; you will have access to all Super City Departments and Senior Executives. This reflects the special relationship of the Exclusive Brokerage scheme and the importance of your business to Super City. - 29 -
Cost free Consultancy By using our Exclusive Brokerage, there is no risk. Should you relocate using our tenancy relocation Services, our fees are paid by the new landlord. There is no charge for the Leasing Division. Confidentiality Super City solely will understand your agenda. You will have complete control of the flow and quality of information given to the market place at any key point in time. This will be crucial for effective negotiations with potential or current landlords. Scope of Services: At the inception stage of the assignment, Super City selected team will provide a customized strategic real estate approach that identifies all relevant matters concerning the location, workplace operation, and promotion of your overall business objectives. Step One: Project Assessment We perform a thorough Situation Analysis that identifies Client's requirements. This step reviews your short and long-term business plan, location preferences, occupational considerations, and any other issues pertinent in selection of the new office space. The intended end product is a criteria questionnaire, which summarizes all identified requirements. The search criteria would include, but is not limited to the following: Nature of Business Budget Location Preferences Space & Efficiency Building Specifications Lease Term & Expansion Requirements Occupation Time Schedule Quality of Building IT & Other Building Services Car Parking Proximity to Public Transportation After Hours A/C Super City conducts a search for a list of suitable properties by utilizing our updated database. Search - 30 -
results are then presented for Client's review & comments From the results of the property search Super City can then integrate Client's real estate strategy and objectives with its long-term business planning. Step Two: Building Recommendation & Inspection After all requirements are identified, Super City will select our most experienced senior staff to make a team for client service based on client project objectives. We will make a project timetable and select & make a list of recommendation as overall best-fit options to Client. Those properties which are deemed suitable by Client are then inspected and shown with Super City. Step Three: Evaluation of Alternatives Super City conducts an in depth and detailed analysis of each alternative on all the technical specification items as the Building Comparison after the property inspection. Of the options upon narrowing the choices Client deems suitable to your requirements, a detailed Financial Report will be proposed and analyzed from which we will evaluate each option as it relates to you. Gross & Net contract rental costs Gross & Net effective rental costs Cash flow implications Budget discounting perspective on some related items After-hours air-conditioning and heating charges, telephone equipments and other special technical requirements charges, etc. Construction cost studies. Our technical support team will work with a selected group of contractors to prepare the space planning & draft designing which provide Client a real estate space layout on both efficiency & future expansion possibilities as needed. From the information provided, Client can select and focus on the best possible scenario. Step Four: Negotiation On the basis of Client's selection of alternatives, Super City will lead the entire negotiation process. We utilize our market knowledge and experience to negotiate the best possible terms. We assist CLIENT obtain the best possible terms of your final candidates and coordinate with the landlord of the property to challenge your occupation finally. We work with your team on the principal commercial terms and points Contract Rental Payment Rent Free Period Fit Out Period Effective Rate Subleasing and Assignment Option to Expand and Contract Option to Extend and Terminate Construction Acceptance Reinstatement Clause Security Deposits - 31 -
Parking Signage The primary goal during this phrase is to achieve the most pro-tenant lease possible. After the negotiations are completed to your satisfaction, the lease document will be prepared by us. We execute a thorough review of the proposed lease agreement to ensure that the business terms are set forth clearly and concisely. Issues to be addressed included: Due diligence ensure that the lease is in compliance with local real estate regulations Protection with local and national real estate regulations Appropriate legal papers and proof of ownership document Determination of the landlords right to lease the space Step Five: Project Management, Tenant fit out and Furniture Coordination Super City will compile the Client's requirements & follow throw with selected qualified bidders for Client's approval. A corporative bidding between bidders will be supervised by us. An official contract with Client & appropriate team will be draft & proposed for the final approved contract to be sighed between Client & contractor. Weekly job site meeting will be held & reported to Client for updated & any possible change due to job conditions. Step Six: Unit Handover & Construction After the signature of the contract, Super City assists Client to ensure that the landlord will handover the premises in time and meets all contractual obligations. Our team, technical support, appointed contractor will work together with Client to make your interior construction Step Seven: Move In - 32 -
RELOCATION TIMETABLE Example of a Typical 8 month Relocation Weeks 4 8 12 16 20 24 28 32 Assign Premises evaluation responsibility Define Objectives (and set timetable) Evaluate current responsibilities Source market alternatives Evaluate alternatives Request for proposals Analysis proposals (decision matrix) Negotiate alternatives Lease documentation finalized Begin space planning Commence construction Co-ordinate actual move - 34 -
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