In this edition of our Meet the Experts series, we speak with Chloe McNulty, Administration Manager at Knightsbridge. Since joining the company in 2020, Chloe has worked across multiple departments, rising to a managerial role where she oversees a team dedicated to supporting clients through the business sale process. Here, Chloe shares insights into her team’s role and how they ensure a seamless experience for clients.
Can you explain your team’s role in assisting clients with the sale of their business?
Our team is involved in every stage of the process until a successful offer is secured. We take a holistic approach, ensuring clear communication throughout the journey.
The process begins once a client has met with one of our Regional Commercial Directors, who provide us with all the necessary information. From there, our team works to develop a comprehensive understanding of the business, gathering key documents such as Anti Money Laundering (AML) compliance records and contracts, which are then shared across departments.
We play a central role in coordinating between teams and clients, ensuring that sellers aren’t repeatedly asked for the same information. Once the business goes to market, our team steps in to manage inquiries, gather feedback, and build relationships with potential buyers — all while keeping our clients fully informed.
How do you ensure a smooth process for clients during the sale of their business?
Clear communication is at the heart of what we do. From the very first call, we aim to establish trust and confidence by demonstrating our knowledge and experience.
To refine our approach, we introduced a catch-up call after the welcome pack is sent. This was in direct response to previous feedback from sellers who felt they hadn’t received enough initial guidance. These small but significant improvements help us identify and resolve potential issues early, making the entire process smoother.
Our team is highly adaptable, and we hold regular meetings to enhance our service. We’ve also implemented a structured workflow, including a morning and afternoon Power Hour, to ensure daily goals are met efficiently.
What are your primary responsibilities when managing the administration aspects of business sales?
As a department, our role is to be proactive, organised, and responsive. One of our key priorities is ensuring that all inquiries are actioned within 48 business hours. This can be challenging during particularly busy periods — when we might receive over 800 inquiries in just a few days — but our structured approach ensures we stay on top of every request.
We are also responsible for maintaining our CRM system and external marketing portals, ensuring that all information is accurate and up to date. Beyond administration, we act as a mediator between clients, buyers, and internal teams, managing expectations and addressing any misunderstandings to keep the sales process moving smoothly.
What steps do you take to keep clients informed and supported throughout the sale process?
The level of interaction varies depending on the confidentiality tier chosen by the client. We operate on a three-tier system:
- Open Sale – Any interested party can request information.
- NDA – Buyers must sign a Non-Disclosure Agreement before receiving details.
- Pass to Vendor – The client personally approves each buyer request.
For Open Sale clients, we provide monthly reports to keep them updated on interest levels and buyer activity. Clients who opt for Pass to Vendor may not require frequent updates, as they are directly involved in vetting buyers.
To manage expectations, we work closely with other departments to create clear timelines, ensuring clients understand what to expect at each stage. Additionally, we recommend solicitors with whom we have strong relationships, so that both buyers and sellers receive consistent, transparent communication throughout the legal process.
How do you handle sensitive or confidential information?
Handling sensitive data is a key part of our role, and we take this responsibility very seriously.
We undergo quarterly Data Protection and PCR training with our sister company, Quantuma, to stay up to date with best practices. Additionally, we follow strict security protocols, including:
- Password-protecting sensitive files
- Using unique business identification numbers on all documents
- Maintaining clear, detailed file notes for consistency across the team
Beyond technical measures, we foster a culture of professionalism and confidentiality, ensuring that every team member understands the importance of data protection in our daily work.
How do you match business owners with the right buyers?
Our CRM system plays a crucial role in matching sellers with the right buyers. We track buyer preferences — including sector, location, and tenure requirements — allowing us to crossmatch businesses with potential acquirers efficiently.
We also use Origin IQ, which enables us to search across the entire group to find suitable buyers, giving our sellers access to a wider pool of opportunities. In many cases, we reconnect with buyers from previous transactions when a new opportunity aligns with their interests.
Beyond technology, our team’s close relationships with Deal Executives allow us to facilitate direct connections between buyers and sellers, ensuring that every opportunity is explored to its fullest potential.
Ready To Discuss Your Options?
If you’re looking for expert guidance in selling your business, Knightsbridge is here to help. Our dedicated team ensures a smooth, transparent, and efficient sales process, supporting you every step of the way.
Get in touch today to learn more about how we can help you achieve the best outcome for your business sale.