In the service industry, there will be no satisfied customers without satisfied employees. Employees who provide services to residents are the only contact media between enterprises and residents. If employees are dissatisfied with the enterprise, it will bring irreparable losses to the enterprise. Therefore, property management enterprises must pay attention to front-line employees and grass-roots managers who are in direct contact with residents, not at the bottom of the organizational structure, but at the top of the organizational structure. Because these people are people who directly contact and serve the residents.
In order to improve employees' satisfaction and loyalty, and stimulate their enthusiasm for work, property management enterprises can improve their working environment, fair competition opportunities and perfect welfare through symposiums, so that every employee can feel that he is a member of the team, thus enhancing their sense of identity with the enterprise, thus consciously forming a sense of responsibility of "the rise and fall of enterprises, and employees are responsible" in service, so as to achieve the purpose of household satisfaction.
In property management enterprises, excellent employees should have the flexibility to deal with problems, tolerance to residents, the ability to change behavior according to different situations, and the personal accomplishment of putting themselves in the shoes of residents. These qualities are more important than age, education, knowledge, training and intelligence. For property management enterprises, it is very important to hire employees with necessary interpersonal skills and high quality to ensure high-quality service. Secondly, it is about employee training, which should include corporate culture training, professional technical skills training and smart training. Through corporate culture training, property management enterprises can instill the value concept of service first into employees, improve their working attitude and promote their unity and cooperation, thus providing the best service. Professional technical skills training is very important for cleaners, maintenance workers, green chemical workers and security guards, including professional knowledge training related to property management (as long as you have knowledge related to property management, you must know the answer, and you can't say "this is not my job responsibility") and professional skills training (such as professional skills training for plumbers, mechanical and electrical equipment maintenance workers and green chemical workers). Intelligent training is a higher level of employee training. Through specific case analysis and situational learning, teach employees how to interact with residents to achieve satisfaction.
Because residents' expectations of service results will affect their perception, property management companies should strengthen their understanding of residents. Establish a complete customer file through cloud service customer management, and learn about each household's relevant information, such as age, personality, occupation, education level, etc., and then divide the households into several categories according to the situation, such as picky, generous, economical and enjoyable. According to different types of households, preparing a set of communication methods in advance and training employees in advance will inevitably reduce the friction with households; In addition, property management enterprises should increase the transparency of management services, let residents know about the relevant laws and regulations, common sense, operational procedures and rules of enterprises through the information module of "Extreme Community APP", and let residents participate in the service process, thus improving the service quality. As a result, the enterprise's property management service has not only been recognized by residents, but also increased residents' familiarity and understanding of the enterprise, strengthened the relationship between the two sides, and is also conducive to the further coordinated development of the relationship between enterprises and residents.