The current charging situation is 1. The owner has not completely repossessed the building, and most of the problems left over from the indoor works of the tenants who have not repossessed the building have all been rectified; 2. There are still some problems left over from the project that have not been dealt with; 3. There are fewer tenants living in the building and fewer visitors after the maintenance is completed; 4. The supporting facilities of the park are not perfect and the owners are not satisfied; 5. The quality of property services needs to be improved (for example, water and electricity cuts); 6. The collection of property management fees is relatively lagging behind, and there is no benign dunning mechanism. The above situation leads to the fact that the current property management fees are not collected in large quantities, which makes it more difficult to collect them.

2. Reminder method 1, which is applicable to door-to-door reminder (1): the owner has already moved in or the property with high occupancy rate. (2) Advantages: face to face, easy to establish relationships, easy to communicate and explain, more convincing, and convenient for multiple reminders. 2. Scope of application of bank deduction (1): the owner has gone through the bank deduction procedures. (2) Requirements: The property company shall formulate a bank deduction plan. 3. Telephone reminder (currently the main method) (1) Scope of application: check-in or check-out. (2) Advantages: wide application range, quick and convenient, and reusable. (3) Disadvantages: there is no good face-to-face communication, which is affected by the talk time and mutual emotions. It is best to communicate face to face, which can create more pressure on each other. The collection of property management fees should run through daily work and be implemented in the reception of every owner's visit.

Third, psychological preparation 1, understand several kinds of emotional conflicts (1) A. Psychological analysis: refusing to urge the work of paying property management fees, not taking the initiative or being active, and even negatively thinking that the owners should not and cannot pay property management fees. B, the form of expression: dealing with things, the effect is not good. C, reasonable mentality: the job responsibilities of the property include property management fees; The early maintenance work is of course important, but the property management fee work is the owner's affirmative form of our work; Those owners who refuse to pay the property management fee because of the problems left over from the project actually misunderstand and confuse the connotation of the property management fee and even the property service. (2) fear. A, psychological analysis: timid, afraid to call the owner, especially the work of urging fees. B. Form of expression: the embarrassing verbal expression of dawdling, shyness and longing for the host's understanding on the phone (this is my job, so please help me). C, a reasonable mentality: paying off debts is a matter of course; If I am the owner and someone calls me to urge me to pay, my heart will be empty; Let's talk about it They will need my services in the future. Get used to it when you grow up. Call more and get used to it. I'm not afraid anymore. (3) Fear of rejection A. Psychoanalysis: What if the owner doesn't pay? What if the owner asks about the project? What if the master scolds me? B. Form of expression: the host was speechless and unreasonable when he asked a difficult question. Once rejected, self-confidence is frustrated. C, a reasonable mentality: I will do my job well if I don't hand it in (the statistics of refusing to hand it in are reported to the leader, and there is a leader); Prepare the response ideas (such as the explanation of the remaining problems of the project); Scold it. Well, I'll call you next time. (Property assistants have established a good relationship with most owners, and generally don't scold us, only complain, and only scold the property if they want to) (4) Strengthen their confidence, adjust their strategies and continue to follow up. In the process of telephone invitation, try to make sincere answers to the questions raised by the owner and quickly follow up the problems that can be solved, so as to make the next telephone invitation successful. The cost is urgent, and it takes many telephone invitations to succeed.

Fourth, the invitation preparation 1, psychological preparation to calm the mind, practice smiling, and easily spend money talking and laughing. 2. Content preparation (1) Owner's address book (including the owner's name); (2) Talking point (for example, cutting into the property management fee and asking for payment after the maintenance is completed); (2) Account of engineering problems in the area under its jurisdiction (reflecting the maintenance completion of each household in the area); (3) FAQ answering ideas (common words on property management fees will be formulated later); (4) Return visit record form (each record should be as detailed as possible). If you make a phone call, you should also politely ask the host if it is convenient to answer. (2) It is best to make a dunning before the weekend, so as to facilitate the payment of the owner at the weekend. (3) If you can, you can play at night, leave your work behind, and people at night are more calm.

Verb (abbreviation of verb) introduces itself and confirms identity. 1. People who are familiar with each other and owners who have a good relationship can directly cut in and tell each other that the company has started to collect property management fees. It is rare for an unfamiliar person to take over a house. If he doesn't know the strange owner of the residential property assistant, he should introduce himself first: Hello, I'm XXX from Evergrande Jinbi Tianxia Property Company (or XXX or Xiaomou, the property assistant in your residential area). Are you Mr. (Ms.) XXX, the owner of Cuifengyuan? Then cut to the chase with a breakthrough. 3. Precautions (1) Proper pronunciation and intonation make the listener comfortable and articulate; (2) When the owner's gender is uncertain, you can call after confirming the other party's identity. (3) If the call disturbs the other party, you should immediately arrange another call back time and end the call politely.

6. Call cut in 1. Holiday greetings II. Notify the company of activities and invite the owners to participate. (For example, an activity at the weekend convention center) 3. All kinds of notices and tips (such as water cut notice, power cut notice, parking space rental notice, etc.). 4. Pay special attention to the appropriateness of all kinds of return visits (VIP, elderly people living alone, condolence on repossession, five or eight days return visit, satisfaction survey). 5. Return visit after maintenance and return visit after sales order. (This kind of return visit is a good opportunity to cut into the collection of property management fees, and you can pay by the way when the owner comes to confirm the completion of the project and sign the sales order. 6. Others (When the owner needs to ask and know something, he will start from the collection of property management fees. )

Seven. After the communication process informs the owner of the purpose of the call, the common questions are as follows. 1. No objection to the payment notice. A. Clearly inform them of the amount and duration of their arrears, so that they can prepare for payment; (If the tenants may have any objection to the starting date of charging, it is best not to mention it. (b) Inform them of the deadline for payment and, if necessary, the late payment fee. C. determine the payment time. It's best not to ask when you are free to come over. (This question is mostly invalid), so take the initiative to give the owner multiple-choice questions and let the owner answer them. Brother Wang, do you think you will come this Saturday or Sunday? Determine the date, and then determine the specific time. Will you come on Saturday morning or afternoon? Because there are more work on weekends and more owners pay the fees (implying that the owners pay a lot of property management fees), I will coordinate the work and take you to pay the fees. If the host really comes on Saturday, why not bring him to pay the bill? D. Precautions: Actively guide the host to answer questions and determine the time within the framework of our thinking. Don't give him too much time to think and ask questions, and end the call quickly. 2. Objection to the payment notice. A. the start date of the property management fee is not recognized. Listen to their demands patiently, find out the weak points of their problems, and explain the standard of the collection period of property management fees while expressing understanding of the other party's doubts or objections. (The owner has signed a contract to start collecting according to the turret period of the contract, and the service has started in the early stage of the property; The problems left over from the project are normal and can be repaired after repossession. (b) There are no problems left over from the project or the owner has not taken over the building because he has no time. This is the owner's problem. Failure to repossess the building does not mean that the property management fee will not be charged on the repossession date agreed in the contract. C. can I pay less property management fee if I don't check in? Key points: the property services that have not been checked in are carried out as usual, and the property services are not only for individual households, but belong to all owners; Many people who have not checked in pay as usual; The property management fee for vacant houses is stipulated by national laws and charged in full. (If necessary, you can cite the legal provisions of the state on the standard of charging property management fees for vacant houses. D. The problems left over by the project have not been thoroughly dealt with. This question is hard to convince, but it still needs to be explained. ☆ Problems (minor problems) left over from the project are normal. After repossession, the owner will urge the real estate company to carry out rectification through house inspection and warranty. During the maintenance period, the real estate company will be responsible for arranging maintenance for the problems raised by the owner. For those small problems that can be repaired, we can make a commitment to the owner to complete the maintenance period and let the owner pay first. This kind of owners often confuse engineering problems with property management fees, and even use property management fees as a shield for refusing to pay or delaying. Some owners can do the work through explanation, while others insist on dealing with the remaining problems of the project before paying. Immediately after the reminder, follow up and deal with the residents' problems, and the sooner the better. After dealing with the problem, the owner rarely goes back on his word if he promises to pay. ☆ In the process of communicating with the owner, we should repeatedly explain our work flow, especially from the owner's application for maintenance to the completion of maintenance. The purpose is to show the owner the standardization and rigor of our work, as well as the handling process and time limit of small problems that the owner thinks, so that the owner can understand and support our work. At the same time, the topic turned to the question he raised on the phone today. As a representative of the company, he will certainly reflect truthfully and show the owners that his problems will be taken seriously and that someone will be responsible and determined.

Then, determine the payment time. No matter what time the host says, try to be specific so that the host is more likely to come. Even if you don't come, it will help us to interrupt the next call. The host promised not to come, so I won't be ashamed to call him next time and shirk it again and again.

I hope my answer is helpful to you! Satisfied, please adopt!