The quality of property service is not only related to the immediate interests of the owners, but also reflects the service level of the property management company, which is more related to the future and destiny of the property management company.
The property management company must serve the owners with a high sense of responsibility, provide a safe, clean, comfortable and warm environment for the owners, and win the trust of the owners in the property management company.
There are many ways to improve the quality of property services. Based on years of working practice, the author summarizes four basic ways to improve the quality of property service: first, strengthen staff training and constantly improve their comprehensive quality, and excellent staff is the guarantee to improve the quality of property service; Second, do a good job in handling complaints from owners, not complaining about owners, but taking complaints from owners as resources to improve and perfect property services; Thirdly, cultivate the quality management habit of ISO900 1, and follow the rules and be meticulous; Fourth, be honest and trustworthy, keep promises and abide by property service contracts.
Property management is a service industry, and the goods provided are intangible? Service? .
In the final analysis, its management is to provide satisfactory services 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 be so small, okay? Every possibility of improving service should be implemented as a major event; ? Don't be too small to do it. Well, every detail that damages your 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 everyone and every department? Service consciousness? Let's go
There are many enterprises that put the original organization? Management? Renamed? 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 attitude of intervention and demand to the attitude 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.
What is the first of the eight quality management principles in IS0900 1∶2000 edition? Focus 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.
Where is the master? Recognition? With what? Feeling? At the same time, it has gradually strengthened its brand loyalty to property management companies.
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.
For every employee? Professional ethics, etiquette and courtesy? Training to cultivate employees' ability 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, measure the methods and work links of service quality, find all unqualified items that violate the document requirements through monitoring and measurement, analyze their background, reasons and responsibilities of relevant personnel, then put forward corrective and preventive measures after full communication with the other party, and track 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.
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