First, the cultivation of service consciousness.
To do a good job in service, we must improve our service awareness. In other words, we should clearly know that property management is a service industry, and the property management enterprise is not a government management institution, but a service unit with an equal relationship with the owner. The agreement signed between the property management company and the owner is an entrusted service agreement. Service level is the only criterion for owners to evaluate property companies. If the service is good, the contract can be renewed. If the service is not good, it will affect our renewal.
Take our usual management of illegally parked vehicles as an example. If the security guard says, hey, your car can't park on the fire escape, move it quickly. ? Will the owner of illegal parking do as you say? What if you say so? Sorry, parking is not allowed in the fire escape. Would you please park your car in the parking space? . I believe that the owners of illegal parking will be very cooperative. It also tells us that the change of service consciousness will make our property management service work better.
Second, improve the quality of employees through learning and training.
Learning and training is a process of adapting to new jobs, and it is also a process of mobilizing enthusiasm. Learn from books, from role models and from advanced experience. Through study and practice; Study again and practice again. Proactive in the work, good at finding problems, carefully analyzing and judging the reasons and properly handling them, applying the professional knowledge and skills learned to practical services, gradually improving the service quality through practice, and constantly improving the comprehensive ability of employees to solve problems.
To provide standardized, standardized and scientific quality services for the owners and satisfy the owners, a group of employees with working ability and high comprehensive quality are needed. Property management services, seemingly simple and trivial, actually cover all aspects of knowledge and skills, as well as the comprehensive ability to judge, analyze and solve problems. Daily safety, fire protection, cleaning, greening and maintenance work should have relevant knowledge and practical ability, and each work should be put in place in a down-to-earth manner. If some details in the daily work of security guards reflect the quality of our employees, when we need to see each other's certificates, we should say: Sir (Miss), please show me your certificates. ?
After verification, you should say: Thank you? . When old people or others lift heavy objects, they say, Sir (Miss), can I help you? When others thank you, they should say:? You're welcome. This is what I should do, okay? . Our property management company has many services and jobs. Therefore, when dealing with the owners, the norms of their own behavior, including uniform clothing, civilized manners, friendly attitude and friendly language, are the embodiment of the quality of our employees and an important standard for the owners to measure the service level of property management companies. Having a management team with high professional level and strong self-quality requires us to study, train and practice continuously.
Third, establish a clear and reasonable responsibility system and enhance the ability of management cooperation.
The realization of the goal requires the enthusiasm of every department and every employee. Goals should be implemented in the goals of various departments and individuals. Therefore, only by giving each employee clear tasks and responsibilities, formulating specific, clear and strict assessment methods, and organically unifying responsibilities, rights and interests can we ensure the implementation and completion of the target tasks. And effectively guide the behavior direction of employees. The responsibility system must be systematic and thorough. Every level, every department and everyone should be included in every corresponding responsibility system, and the objectives should be decomposed and implemented step by step, reflecting a reasonable division of labor and cooperation. With the concerted efforts of Qi Xin and the implementation of the work, the quality of service is naturally guaranteed.
Fourth, strengthen communication with the owners.
Another key for our property management company to do a good job in service is to strengthen contact with owners and listen to their opinions while improving service quality. Understand their needs and have any comments and suggestions for our property management company. Solve the owner's problems, give a timely reply, and let the owner know that our property management company has always cared about them. In this way, we can not only understand the needs of the owners, but also draw closer the relationship between the two sides, thus supporting and understanding each other.
Sincerity is bound to impress lovers. At present, most residential areas adopt closed management, or people and vehicles are separated, or foreign vehicles are forbidden to enter, which brings great inconvenience to the owners' lives and invisibly causes contradictions between property managers and owners. In order to solve the contradiction between property management thldl.org.cn and the owner's immediate interests, in the management work, we should not only explain to the owner that property management is closely related to the owner's interests, so as to gain the owner's understanding and support, but also actively seek solutions: buying a flatbed to solve the cargo transportation, configuring wheelchairs to solve the needs of the elderly with inconvenient legs and feet, and nip the contradiction in the bud.
See the truth in the nuances, and the quality service gathers popularity. In the process of implementing property management, if you want to satisfy the owners, you must put your true feelings into it and truly treat the owners as family members. Property management personnel should take the initiative to provide an appointment reminder service for some owners who are usually busy and mainly stay at home, and ask about the situation at home regularly to avoid accidents and let the owners work with peace of mind; For elderly family households and office workers, the company management office can also offer a number of convenience services such as collecting clothes for dry cleaning, collecting gas fees on behalf of the owners, and settling accounts on behalf of the owners, so as to provide more convenient, thoughtful and satisfactory services for the owners; In view of the fact that there are many children in the holiday community, which brings many security risks to the community, we organize children to study and play together, which not only reduces the management pressure, but also wins the favor of the owners and narrows the distance between them.
Learning to empathize is a magic weapon to turn hostilities into friendship and solve problems properly. The most prominent contradiction in property management comes from the quality of property itself and the quality of property service. Except for the property quality problems that are difficult for property management companies to solve, most of the problems encountered in property management are trivial matters. These trivial matters may be trivial to the property management company, but they are urgent matters that need to be solved urgently for the owners. At this time, property management personnel, in view of the urgent needs of owners, do special things, and must not be slow and perfunctory.
Property management involves all aspects, and we must find ways to change passivity into initiative. In view of the phenomenon that the owners are indifferent to the flowers and sundries placed in corridors and aisles, combined with the decoration tools dropped from other places and the peeling of children, the property management personnel should carry out publicity and education in time to let them know the serious harm of blocking fire exits and throwing objects at high altitude and the treatment principles, so as to achieve twice the result with half the effort.
For example, in order to publicize the fire protection knowledge of high-rise buildings, we can also take scene simulation, actual combat drills and other ways to actively mobilize owners to participate and experience fire prevention and disaster relief personally. Through the drill, the owner has a new understanding of the stack effect, evacuation signs, fire isolation facilities, fire exits, self-help survival knowledge and evacuation methods of high-rise buildings and elevator shafts.
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