Hello! This is my idea of improving the quality of property services, and I will strictly follow this idea in my daily management and operation. I hope this idea can meet the requirements of you and the company leaders. The festival is coming, I wish you a smooth work and all the best!

Assumption of improving the service quality of property management

Xiaoming Chen

Property management belongs to the service industry, and the goods provided are intangible "services". In the final analysis, its management is to provide satisfactory service for the owners. How to satisfy customers? It is a problem that every property management practitioner is constantly thinking and summarizing. Property management companies must constantly improve their service quality to meet the growing needs of owners. "Don't do it with kindness and smallness", every possibility of improving service should be implemented as a major event: "Don't do it with evil and smallness", and every detail that damages the image can't be ignored as a trivial matter. To improve the service quality, we should start from bit by bit, so that every upgrade can bring greater convenience and satisfaction to the owners. This is the source of life for property management services. Any high-efficiency and high-quality enterprise lies in its excellent team strength, which is based on the "service consciousness" of everyone and every department. Many enterprises have renamed the "management department" in the original organization as "service department". In doing so, the nature of work may not have changed much, but the mentality of members of various departments has changed from the original mentality of intervention and demand to the mentality of support and service, that is, it is very natural to ask others what to do to ask themselves what to do, and their attitude towards customers has also changed, paying more attention to how to make customers more satisfied.

It is the future development direction of property management enterprises to take the owner's demand as the guide, constantly improve the service level and seek benefits from the service. In version IS0900 1∶2000, the first of the eight quality management principles is "focusing on customers". In the service process of an enterprise, no matter how satisfied the owners are before, the needs of the owners are constantly changing. Therefore, in order to always achieve a higher level of customer satisfaction, it is necessary to constantly adjust the service content and improve the service level, so as to ensure the owners' recognition of property management enterprises. When the standards of enterprise managers are higher than those of operators, and the standards of operators are higher than those of owners, the service quality can be continuously improved.

Catering to the master as God can please him for a while, but sometimes catering can't please him. Although the host feels good, he won't be surprised. Only by changing the way of thinking and changing passive service into active service can we grasp the owner's psychology for a long time, which is a change of concept. Property management companies know more than the owners, think farther than the owners, answer all the questions raised by the owners, and assume the responsibilities that the owners themselves did not expect. Only in this way can we grasp the hearts of the owners. After understanding the psychology of the owners, we should further guide them to develop in a positive direction. Some owners are stubborn, and some owners have great psychological fluctuations. They have many potential needs. It is not easy to grasp them well, but it is very effective to reflect the authority of company specialization, that is, to improve the degree and level of service specialization. We should persevere, visit regularly and keep abreast of the psychology and needs of the owners. With good professionalism to influence the owners, so that the owners have a feeling of not cooperating with the property management company a little guilty.

Serve the owners with a high sense of responsibility, and the owners will recognize the brand of the enterprise; Only by serving the owners with exquisite professional skills can the owners feel our value. While "recognizing" and "feeling", the owners have gradually strengthened their loyalty to the brand of the property management company.

So how can property management companies improve their service quality? We should mainly start from the following aspects:

First, strengthen employee training and constantly improve the overall quality of employees.

Property management is different from other industries, and sometimes the moral quality of employees is higher than the professional quality. Therefore, while training employees' professional skills, we should pay more attention to the cultivation of personal qualities. Conduct "professional ethics, etiquette and courtesy" training for every employee to cultivate the ability of employees to communicate and cooperate with others. Good affinity is a great advantage of doing a good job in property management. Let every administrator pay attention to establishing a good relationship with the owners and actively and enthusiastically serve each owner in their daily work. For some owners who don't understand, complain or even complain about property management, they should take the initiative to come to the door and communicate with them. Don't be afraid of being pointed out by the boss, learn to thank the boss for his advice, give him the opportunity to correct and improve, and let him gradually understand and trust the company.

Second, do a good job in receiving and handling complaints from owners and regard them as valuable resources.

The owner's complaint is the best gift to the company. Why not face it frankly? For property management companies, only by carefully analyzing the opinions of owners, accepting criticism with an open mind, actively solving problems and effectively improving the service level can they form stronger competitiveness and higher reputation. Face all kinds of complaints from the owners with a positive attitude, constantly reflect on yourself, regard the complaints from the owners as the most precious resources, find out the shortcomings in management and service in time, improve the service as much as possible, and promote the continuous innovation and improvement of management service quality. In short, the owner's dissatisfaction is the direction for the property management company to improve its work.

Third, cultivate the habit of implementing ISO900 1 quality system management.

Further strengthen employees' work habits of respecting documents and acting according to documents, and finally bring all the company's rules, regulations and working procedures into the quality system. Through training, employees will form a sense of respecting documents and taking them as work guides. An effective way to check the implementation of documents is to check whether the filling of quality records is standardized. To this end, we must insist on severely punishing the following behaviors for a long time in order to promote and strengthen these behaviors:

(1) Work is not completed;

(2) Although the work was completed, the records were not filled in;

(3) Although records are filled in, false information is filled in;

(4) Although the record is filled in, the way of completing the work indicated in the record is inconsistent with the requirements specified in the document;

(5) Although the working mode indicated in the record is the same as that specified in the document, it is incomplete and inaccurate;

(6) Although the records are comprehensive and accurate, they are not delivered and filed in time as required by the documents. The authenticity, accuracy and effectiveness of quality records can only be guaranteed if the above matters are found at any time and handled in time; Only in this way can records become a comprehensive, true and faithful embodiment and reflection of working facts; Only in this way can quality records become an important means to implement documents; Only in this way can employees develop the consciousness and habit of doing things according to documents, respecting documents and fearing documents; Through the supervision and inspection of quality management and measurement.

Methods and work links of service quality: through monitoring and measurement, all unqualified items that violate the document requirements are found, and the background, reasons and responsibilities of relevant personnel are analyzed. Put forward corrective and preventive measures after full communication with the other party, and follow up the implementation effect of corrective and preventive measures. In this way, monitoring and measurement are regarded as the first link of improvement work, and the cyclic improvement of finding problems, solving problems and preventing problems is realized. Only in this way can we improve our service quality thoroughly and continuously.

Fourth, be honest and keep promises.

Abide by the property service contract, the socialist market economy is a credit economy, which is characterized by honesty and trustworthiness, compliance with laws and regulations, and compliance with market rules. To improve the quality of property management services, we must adhere to honesty and keep promises. When serving the owners, we must first seek truth from facts, keep our word, do whatever we want, and do whatever we want. Secondly, we should strengthen the concepts of time, discipline, efficiency and benefit, and make our work timely, accurate, enthusiastic and thoughtful. Third, we must act in accordance with the law, act according to the contract, abide by the property management service contract and operate legally.

"Sail against the current, if you don't advance, you will retreat", which brings more opportunities and challenges in today's booming property management industry. How can we remain invincible in the fierce competition? Property management companies must take the road of improving service quality and creating service brands. Brand is a comprehensive reflection of the comprehensive management, business service and public reputation of property management companies in the eyes of the majority of owners and even the public. A good brand can not only be directly recognized by the owners and bring good economic benefits, but also serve as a strong backing for the long-term development and scale benefits of property management companies. Only by continuously improving the service quality can we meet the needs of the company's development and make it a powerful guarantee for sustainable development.