Question 2: How to do a good job in property management services? Personally, I think we should do the following work well. First, pay attention to the importance of people in property management services At present, with the acceleration of social modernization, most property companies are aware of the importance of services, especially the importance of people in property management services. First of all, people in property management, users of property (i.e. owners) are also owners of property to a great extent, and the other is property managers (property managers). Property management mainly depends on property management personnel, whose quality and level are directly related to the quality of property management. Similarly, the handling of the relationship with the owners directly affects the service quality of property management, which shows that the essence of property management is interpersonal management. So who cares who? Between property managers and users, there is no question of who manages who. It should be said that the relationship between management and service. Owners pay management fees, and property companies provide paid services, so that owners get value for money and property companies feel that it is not in vain. The key is to handle the relationship between service and management, integrate management into service and management, satisfy the owners and let the property management company survive and develop. In addition, as owners, they should be clear about their rights and obligations, consciously abide by various property laws and regulations, pay management fees according to regulations, cooperate with property managers to actively participate in and supervise property management in residential areas, strive to improve their own quality and strive to be civilized citizens. At the same time, as property managers, we should constantly improve our own quality and professional level. In the property community, due to the large number of households and uneven quality of personnel, as property managers, we really can't ask too much of the owners, but should find the gap from the managers themselves and win the understanding and support of the residents with their high-level management and excellent service. And establish friendly relations with the owners, constantly improve the owners' awareness and ability to participate in management and service, and improve the owners' sense of ownership and management enthusiasm. Second, it is a trend and a challenge to establish people-oriented and wholehearted services and provide people-oriented humanized services. As a labor-intensive service industry, property management is the ultimate standard to measure the work of property companies, which requires property companies to update their service concepts, continuously attract outstanding talents and establish a systematic personnel training and learning system; Improve the comprehensive quality of personnel; Invest a lot of manpower, material resources and time resources to make a systematic and literal specification from the aspects of business philosophy, development strategy, employee management policy, service mode and operation process. On the other hand, it is necessary to innovate the service concept and optimize the service quality. The market forces property management companies to focus on hardware management. At the same time, we should pay more attention to how to provide customers with quality services, provide high-level services from the perspective of convenience for owners, treat owners with integrity and positive attitude, care for owners, meet their growing needs, and continuously improve service quality. Only in this way can we provide more detailed, thoughtful and considerate humanized services for the owners. Three. Establishing a complete and standardized management system Recently, more and more property companies have realized the importance of establishing a scientific, professional and standardized management system. Tile O9000 has been widely implemented by property management companies. Therefore, the improvement of property management services requires a sound management system. 1. Specialization is the premise of improving service level, mainly reflected in professional skills. Therefore, first of all, we should do a good job in human resource management and improve the professional skills of employees. Employees are the most valuable resource of an enterprise and the only potential force that can provide competitive advantage. Staff management is the core work of service industry. The only way to improve management level is to manage employees. Only by cultivating management talents, solving the contradiction between customers' demand for service quality and enterprise service level, and the contradiction between lack of management talents and lack of training ability, can the long-term development of enterprises be completely solved. 2. Standardized management is the premise of improving service quality. In today's increasingly mature market economy, in accordance with ISO9000 standards, a complete and standardized management system, work standards and service processes are established, and the job functions of each post, the operation steps of each type of work and the solutions to various problems are defined. From the rule of man to the rule of law, every employee can follow rules and laws to ensure the quality of service. In addition, through investigation and analysis of the real needs of customers, scientific decomposition and continuous improvement; Therefore, the work can be improved to the maximum extent ... >>
Question 3: How to do a good job in property customer service? First of all, we must be familiar with laws and regulations. We should be familiar with the Property Law, Property Management Regulations, Interior Decoration Management Measures, Civil Law and other laws and regulations closely related to the daily work of property management services, and manage them according to the law, instead of integrating service and exemption perfectly like guerrillas, and embodying a modern and standardized management team. Secondly, we should be open-minded, strict with ourselves, regardless of personal gains and losses. The nature of the property management industry determines that we often have to work overtime, and we often have no weekends and holidays. Everything should be open-minded, regardless of these gains and losses, the company is the master. Personal work is not only related to the interests of the company, but also directly related to their own interests. You can and should do more things inside and outside the work, and work more hours. In addition to these, we must be strict with ourselves, not doing things we shouldn't do, doing things we should do, and going to work on time. Third, we should have good communication skills. Property management customer service work, to deal with all kinds of people, owners at all levels, all walks of life, suppliers, developers, construction units, * * * functional departments need to contact, but also coordinate with internal departments, so customer service personnel are required to master all kinds of knowledge and skills. In addition to professional knowledge, we should accumulate more social experience, master more personal skills and learn more about other industries. In daily work, we can have different topics for different objects, which has a great relationship with the development of property management. Property management customer service is an art of language, and most of the work needs to be solved through communication, so it largely depends on the language expression ability and improvisation ability of the parties when dealing with problems. Fourth, we should have a good service consciousness and attitude, keep our word, pay attention to integrity and do our duty. As a customer service staff, a good service attitude is a must. Treat the host with your sincerity, patience and sincerity, and treat the host with a calm and gentle tone. You must be loyal to the present, never go against it, and never forget it. Because every word and deed represents the management service center. Fifth, provide value-added services, close to the hearts of owners. In daily property management activities, in addition to maintaining environmental sanitation and safety management in public areas, courtyards, roads and other related areas according to the agreement of property management services, there are many services that belong to the category of value-added services. To handle these value-added services well, my opinion is: 1, the charge should be reasonable, not too much higher than the market price, subject to the provisions of the price bureau; 2. The quotation before service can be started only after the owner has passed the acceptance; 3, the response should be quick, the owner quotes, and the management service center personnel should follow up quickly to make the owner feel efficient and fast; 4. There should be follow-up and return visit after treatment, and the real end is after the return visit, not after the payment is completed. Sixth, change the management mentality into the service mentality. This is an old problem in the industry, but the quality of handling this problem by property management personnel directly affects their daily work. Managing the property and serving people is the definition of the industry. Personally, I think that since the service is for the owners and the property is the owner's property, the property management company should not only serve the owners, but also serve the owners' property, eliminate the concept of management and regard itself as a waiter. The relationship between property management, customer service staff and owners should not be the relationship between managers and the managed, but the relationship between the server and the served. Customer service personnel can only do their daily work well if they correctly understand the difference between the two. If customer service personnel always pretend to be managers, it will not only be difficult to solve the problem, but also bring many negative effects to the company with the attitude and tone of managers and owners. Changing the mentality requires the customer service staff to face and solve all kinds of problems in the process of face-to-face communication with the owner, and encounter some unpredictable situations, such as the owner's accusation, spite and even scolding. What kind of mentality should be used to face and solve the problems? My experience is that under such circumstances, a calm heart, a fair stand, a smiling face and the principle of multi-angle thinking can often play a role in reconciling and resolving contradictions.
Question 4: How to do a good job in property management services? For the problems raised by the owner, we should make timely amendments and try our best to meet the requirements of the owner. If the property company feels that the management is inadequate, it can take a look at the platform of P a a S, which can help the property company to put forward the case of supply management and let the property company better serve and manage the owners.
Question 5: How can we do a good job in property management? The focus of property management is safety and hygiene, because these two points are intuitively felt by owners every day. Property management has no customer service, and the products it produces are directly oriented to the owners. Without intermediate products, the words and deeds of property management company employees represent the company's image. Therefore, the requirements for service quality are very strict, and we should think what the owners think and be anxious about what the owners are anxious about. The most important thing is to let the owners feel that property management does not exist in the form of a company, but in the concept of home. The concept of home is roughly safety, warmth and so on. Suggest that you; Refer to some books and periodicals in this direction. However, due to different regions and cultural customs, we must never copy them. Often do a survey of owner satisfaction and make a real plan. Property laws and regulations have long been promulgated. I wish you success and good luck in the new year.
Question 6: How to do a good job in residential property management services? Think of yourself as a member of the owner and put yourself in the owner's shoes, and you will certainly do well.
Question 7: How to do a good job in the budget of property customer service should be reasonable and meticulous, and the use control should be as effective as possible with the least expenditure. 2. Controlling public energy consumption * * * Public energy consumption is the daily expenditure of property operation, and it is another big expenditure borne by business households, especially for high-end non-residential properties, such as office buildings, business buildings and serviced apartments, which are almost the same as management fees. Therefore, property management companies must work hard on energy conservation, and constantly tap the potential in the aspects of reasonable supply of heating and cooling air conditioners, reasonable arrangement of elevator operation, and reasonable selection of lighting fixtures, so that every energy cost of business households can be reasonably utilized. 3. Manage and plan to use the maintenance fund. At present, except for the maintenance funds of ordinary houses, which are managed by provident fund management center and China Construction Bank, the maintenance funds of other properties are generally accounted and managed by property management companies entrusted by industry committees and developers. For this fund, the property management company must have clear accounts, separate accounts, special funds for special purposes, complete income and expenditure procedures, and report to the owner or the client regularly. 4. Taking over the property acceptance is the process that the property management company takes over the construction project that the developer has completed the completion acceptance on behalf of the future owners. Property management companies should focus on the use of property functions for acceptance. This process, including the receipt of engineering technical data of construction projects, is an important link to reflect the interests of owners and an opportunity for property management enterprises to find hidden dangers and avoid management risks. Therefore, property management companies should actively organize management and technical personnel to carefully inspect each project according to national standards and industry standards, and point out problems to developers in time, requiring developers to find the construction unit to complete rectification before the project is delivered, leaving no hidden dangers and sequelae. It is beneficial for owners, developers and property management companies to check and accept. 5. Keep files. Every property project has a large number of files on engineering development, design, construction, installation and acceptance, as well as files on lease, sale, occupancy, decoration, maintenance, ownership and change. This is the basic information of property and property management, and it is the intangible asset of the owner. The property management company shall collect, sort out, establish and improve the engineering and technical files and business households' files of the property from the time of acceptance of the property, so as to keep the property intact. This can be said to be a long-term thing. 6. Maintenance of houses, equipment and facilities. After taking over the property, the property management company has done a lot of work to maintain and increase the value of the property through daily maintenance and planned maintenance of houses, equipment and facilities. Real estate is like a bicycle. If it is well maintained daily and regularly, it can be used for ten years, twenty years or even longer. On the contrary, riding without support, exposed to the sun and rain, will become a pile of scrap iron in less than half a year or a year. Bicycles are scrapped and 300 yuan can buy new ones, but the property is new every year for two years, so it is not so convenient for the owner to buy them after three years. Therefore, a good property management company must fully reflect the true nature of a good housekeeper in the maintenance of property. Second, how to be a good friend of business owners. Property management companies should establish the idea of being good friends of business owners. It should be said that it can be achieved through certain efforts, but it is not easy to really become a good friend of business owners. This must be that you have been recognized by the business owner as a good nanny and housekeeper in this property area, and the business owner has accepted that you can't live without you and regard you as a member of this big family. On this basis, the company can become a good friend of the business owner. In the meantime, the property management company should also pay attention to the following work: 1. Keeping in touch with business owners is the basic way for friends to keep friendship. Without communication and emotional exchange, it is impossible to be friends. Therefore, property management companies should keep in touch with business owners in various ways from the beginning of accepting entrustment and implementing management services. Specific measures can be taken to set up bulletin boards, signs, special mailboxes, service information, service periodicals, video images, network information and other ways to communicate with each other, as well as through service contact, meeting contact, talks contact, visit contact and other ways to communicate. In communication, you can increase your understanding, trust and friendship with business households. 2. Providing community services for business households is the product of the development of property management to a certain stage, and it is the extension and development of property management services. With the improvement of housing, the quality of life of business households has been greatly improved. At the same time, with the change of consumption concept, the demand for spending money on service and comfort is increasing. If the property management company can meet the needs of business households and carry out various forms of convenience clothing in the property area ... >>
Question 8: How do property companies provide basic services? 1. Correct positioning.
Both people and enterprises need to give themselves an accurate positioning, otherwise they can't judge whether their behavior is appropriate.
1. Property management companies are service providers, not managers.
The majority of owners pay high housing prices and high-standard service fees, not to find someone to interfere with their behavior, but to enjoy intimate and high-standard services. China's Property Law clearly defines a property company as a service enterprise, and the State Council has revised the Property Management Regulations accordingly. All this shows that the whole society's cognition of the positioning of property companies has changed. If the property company itself can't clearly realize this and adjust its behavior accordingly, it should be worried about its development prospects.
2. Property companies are executors, not decision makers.
How the community should be managed is decided by all the owners. Of course, the property company can put forward some reasonable suggestions and formulate some reasonable standard systems, but the implementation of these suggestions and systems should go through a proper procedure: first collect the opinions of the owners, then pass them by the owners' Committee, and finally the property company is responsible for their implementation. Otherwise, wishful thinking according to their own ideas, even if your idea is well-intentioned, it may also cause the dissatisfaction of the majority of owners and * * *, increasing the difficulty and obstacles of system implementation.
Second, correct attitude.
China people like to do the theory of "killing the heart". They can accept the bad results of your efforts, but they can't allow you not to have a correct attitude from the beginning.
1, without merit, you will suffer.
Property companies should not be bored with the questions raised by owners, but should be happy-because owners think of property companies when they have problems, which proves that property companies are still valuable in their minds. On the other hand, property companies must not be complacent because they hold high standards of service fees all the year round. They are worried about this ―― because in the commercial society, no one can have a free lunch, and the final result is either to lower the charging standards or to pack up and leave. Therefore, don't just complain that the owner refuses to pay the property service fee. What is worth thinking about is another question-why don't owners want to pay the property service fee? Think about it, how many people buy things in the market without paying?
2. Let the owner see your sincerity.
No one can guarantee that everyone is 100% satisfied, and no owner will really ask the property company to be 100% satisfied. As a property management company, the key is to let the owners see your serious and responsible attitude-even if there is only a little hope, you will make great efforts; Don't let the host see the opposite situation-it was possible, but he didn't want to make any efforts, and finally the original simple problem got out of control and there was no trust at all. Let the owners see sincerity, rather than asking the property company to make perfect results in everything. The key is to let everyone see that you are working hard and believe that the vast majority of owners are reasonable.
3. Correctly understand the relationship between them.
(1) There is a father-son relationship between the developer and the property management company.
Wang Shi of Vanke put it well, "Property companies are the last bottom line for developers". For developers, property companies not only represent the image of developers, but also create profits for developers; For property companies, only by relying on developers can they have the right to intervene in community services. Therefore, property companies should not regard themselves as outsiders and blindly push all problems (such as housing quality problems and safety facilities problems) to developers, but should do a good job of lubricating between real estate developers and owners, upload and publish them in time to solve the problems encountered. Otherwise, it will not only smash the brand of the developer, but also smash your job.
(2) The relationship between the owner and the property management company is the relationship between employment and being employed.
There is no blood relationship or property right relationship between the owner and the property management company, but an employment and employment relationship based on trust, which is neither innate nor legal. To put it bluntly, if the property management company is not satisfied with the remuneration paid by the owner, or thinks that it is unable to meet the requirements of the owner, it can request to terminate the service agreement and find another employer; On the other hand, if the owner thinks that the service of the property management company is too expensive, or the service of the property management company can't meet his own requirements, he can also ask to terminate the service agreement and find another employee.
Third, take action.
Confucius said that to judge a person, we should not only listen to his words, but also observe his actions. For the majority of owners, the standard for evaluating a property management company is by no means to listen to its description ... >>
Question 9: How can we do a good job in property management? 1, all-weather service, 24-hour duty, that is to say, the property service we usually say has no weekend and holiday service, which needs to be monitored day and night and served at any time;
2. It is necessary to implement professional management and service, equip all kinds of professional and technical personnel, run as planned, operate according to regulations, and serve according to standards, so that facilities and equipment are in good running condition and the service life of the owner's property is prolonged, which actually implies the property service function of managing assets for the owner;
3, according to the contract to perform their duties, shall not be short of weight, contract service, reduce service quality standards, and accept the supervision of the owner at any time, but also emphasize the sunshine operation, win the trust of the owner;
4. Use modern means to continuously improve the service level and service methods, such as computer charging, network communication, first inquiry responsibility system and one-stop service.
5, the implementation of humanized management, family service. The highest realm of property management is emotional management. Property service enterprises should sincerely serve the owners, treat the owners as relatives, take service as their bounden duty, and truly think of what the owners think, be anxious about what the owners are anxious about and help them. With such a professional attitude and service awareness, there will be no poorly managed property or poor service owners.
Question 10: How to do a good job in property management services? Facing this problem, we must correctly realize that property management includes not only management, but also services. Paying attention to commodity management and lacking humanized service can not effectively meet the needs of owners; Outstanding service and inadequate management will lead to the disconnection between management and service. We must look at the problem from the perspective of development. Only by recognizing that management is the fundamental task of a property management company and service is the link that runs through the whole property management work, can we really raise the level of property management to a new level by grasping both management and service. The service object is the owner, and the satisfaction of the owner is the standard to measure the property management service. Therefore, all service work should revolve around this core. The quality of service directly affects the owner's satisfaction with property management, the economic benefits of the enterprise and the reputation of the enterprise, which is the importance of service in the management of our property management company. So what? First, the cultivation of service awareness 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 property management enterprises are not * * * management institutions, but service units with equal relations with owners. 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 for example. If the security guard says, "Hey, your car can't park on the fire escape, just drive away." Will the owner of illegal parking do as you say? If you say, "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, through learning and training, improve the quality of employees. 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, we need to check each other's certificates and say, "Sir (Miss), please show me your certificates." After verification, you should say, "Thank you!" . When an old man or someone lifted a heavy object, he said, "Sir (Miss), do you need any help?" When others thank you, they should say, "You're welcome, this is what I should do." . 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, the enthusiasm of every department and employee is needed to establish a clear and reasonable responsibility system and enhance the ability of management cooperation. Goals should be implemented in the goals of various departments and individuals. Therefore, giving each employee a clear task and responsibility, formulating specific, clear and strict assessment methods, and organically unifying responsibility, right and benefit can 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 provide good service is to strengthen contact with the owners and listen to their opinions while improving the service quality. Understand their needs and have any comments and suggestions for our property management company. Solve the problem of the owner and ... >>