Fighting for 58 hours in a blizzard, how hardcore is Country Garden’s service?

From November 7 to 9, 2021, rare heavy snowstorms, freezing rain, snow, cold waves, and strong winds occurred in Northeast China. Under extreme weather, social operations are suddenly under pressure, and all walks of life are undergoing major tests.

It is worth mentioning that in the face of the severe snowstorm, Country Garden Services Northeast Region responded calmly with its professionalism and responsibility, demonstrating the "resilience" of property services in the face of ice and snow, which can be said to be a real estate company's response Sample services for extreme weather.

58 hours of persistence, using professionalism to protect the temperature

At 18:00 on November 18, it had snowed heavily all day and night, completely changing the appearance of Haicheng Country Garden. Under the lighting, the park is covered in silver and looks as beautiful as a Nordic fairy tale, but behind the fairy tale is a cruel reality. Meteorological monitoring statistics show that the amount of snowfall in Haicheng City at this time has exceeded 62 mm (snow depth 39 cm). With such a huge amount of snow, it is difficult for people to walk and cars to drive. Under the snow is a mirror-like ice surface, making it dangerous to slip step by step.

According to work procedures, property management foreman Sun Weiwei and team member Feng Xiaogang started the day's inspection. The wind was bone-chilling and the snowy road was difficult to travel. While patrolling, the two planned the route for the snow removal work after the snow stopped. At 18:40, downstairs of 409-2-1, they found the owner, Mrs. Jin, sitting in the snow. The aunt had a painful expression and sat in the white snow. It turned out that Aunt Jin went out to buy groceries that day. When she came home, the road was slippery and she sprained her ankle. She was unable to move upstairs and could not go upstairs. Understanding this situation, the two immediately picked up the aunt and carried her home in turns...

Picture: Haicheng Country Garden property management foreman Sun Weiwei carries the owner on his back in the snowy night (Source: Photo provided by the company )

Having worked in property management in Country Garden for many years, Sun Weiwei has a clear understanding of the "Country Garden Service Management Plan". Regarding extreme weather, the "Plan" clearly stipulates: For foreseeable emergencies (such as typhoons, heavy rains), the project leader must conduct command and processing on site; for unforeseen emergencies, The project leader should rush to the scene within 10 minutes to direct and handle the incident. If he cannot rush to the scene within 10 minutes, the project leader should designate an on-site person in charge to direct and handle the incident on his behalf.

Sun Weiwei believes that the accurate job descriptions and time demarcation provided by the management system have greatly stimulated the speed of top-down emergency response. In fact, before the blizzard came, Country Garden served the Northeast region and had already sounded the rally call for snow removal to prevent cold and warm winter. After the heavy snowfall, all front-line property management personnel started full snow removal mode and worked hard all night to clean the gate entrances and exits, basement entrances and exits, unit entrances, and the main trunk areas of the community. In order to quickly clear the snow, the property management team dispatched snow plows and forklifts, and human-machine collaboration greatly increased the speed of snow clearing.

Data shows that during the snowstorm, Country Garden served the Northeast region with non-stop snow clearing for about 58 hours, dispatching about 6,000 people, about 100 forklifts, and about 5,000 vehicles to rescue owners.

Picture: Shenyang Country Garden Galaxy City mobilizes forklifts for overnight snow removal operations (source: photo provided by the company)

Thinking of all the details, it is not just snow removal

Behind the data , is the busy figure of Country Garden service staff in the wind and snow.

“The housekeeper warmly reminds the owners and their families to slow down when going home, pay attention to safety first, and hold up the wipers to avoid poor use...” In extreme weather, the first thing to do is to ensure the smooth flow of information, from the property management Information reminders from housekeepers constantly appear in the Country Garden owner group, and they answer urgent questions from owners one-on-one, effectively avoiding trouble caused by information communication barriers.

Without waiting for the snow to stop, all front-line property management staff walked into the wind and snow as soon as possible and stayed on duty 24 hours a day, sweeping as they went. Their hands and feet were red from the cold, and the heavy snow soaked their shoes and socks, so they cleaned up immediately. The main road of the park. At the same time, property management personnel made on-the-spot judgments on all potentially slippery places in the park and set up safety signs in eye-catching locations.

In order to protect owners’ vehicles from the “invasion” of heavy snow, Country Garden provides various detail care services for each project, helping owners set up wipers, cover snow sheets, and use snow blowers to clear snow to assist owners. Push the cart to electrically ignite the stalled vehicle.

Picture: Shenyang Country Garden Phoenix property staff rescued the owner’s trapped vehicle (source: photo provided by the company)

As the temperature drops sharply, it is particularly important to ensure the quality of heating. In order to improve the efficiency of geothermal heating, Country Garden Service has arranged professional engineers for each project to help owners clean the geothermal filter, exhaust and drain water.

Picture: Shenyang Country Garden Suncity engineer Fu helps the owners with heating and exhaust (source: photo provided by the company)

Some middle-aged and elderly people living alone have difficulty moving and cannot go downstairs to buy groceries after snow. , Country Garden Service communicates their needs as soon as possible and delivers food to the doorsteps of these elderly people.

After the snow, ice skates will accumulate under the eaves and balconies of some buildings, which is very dangerous. The property management personnel have checked all dangerous spots and provided cleaning and safety tips.

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It is not difficult to see that in this blizzard, Country Garden Property people not only had the courage to charge forward, but also had the scientific decision-making to coordinate the overall situation. A community worker living in Country Garden Sun City, Shenyang said with emotion: "During this heavy snowfall, Country Garden thought of every detail that could be imagined, and also thought of things that were unexpected. This kind of work spirit is worth learning." For example, one detail is , Country Garden service staff’s snow clearing method is very different from social snow removal. "Because the snow is too thick, the property management staff will first delineate the boundary between the standard hard road and the green belt before starting to clear it, so that the green plants will not be damaged due to snow removal. For some paved roads, the property management The staff will also be extra careful to clean up, and try not to use sharp snow removal tools such as shovels and shovels.”

The scene that she will never forget is when she walked to the entrance of the park on the morning of November 19 to prepare. When I went to work, I received a cup of ginger tea from the property management company on a snowy day. The main roads inside and outside the park had been cleared of snow, and there were children building snowmen everywhere.

Picture: Huludao Country Garden Fengjing Lanting Property Staff delivers ginger tea to the owners (source: photo provided by the company)

Extreme weather, a big test that real estate companies must face

Churchill said that a crisis should never be wasted. Crises can expose human beings' shortcomings and inspire the best of humanity. After a crisis, everyone can reassess the circumstances surrounding their lives. Zhou Xiaoguang, President of Country Garden Services Northeast Region, believes that property management needs to answer two questions: One is why? How does one do it?

In Zhou Xiaoguang's view, the answer to why is to truly implement Country Garden's "family culture", treat family members like family members without making any compromises or conditions at critical moments, and sincerely do every heartwarming thing details, and serve the owners with a sense of home.

The answer to how to do it will test the hard power of property services. Since 2021, extreme disaster weather has occurred frequently, posing challenges to the emergency response capabilities of Chinese cities. To this end, the Ministry of National Emergency Management has comprehensively carried out the evaluation and revision of emergency plans, quantified the start-up standards for meteorological warnings and emergency responses, and refined and implemented extreme weather prevention and response measures. Industry insiders believe that under such a general background, it is necessary for the property services of major real estate companies to benchmark in a timely manner and improve emergency plan standards. "Property is the link between family and society. It is responsible for providing emergency protection closest to natural persons in society. It must set higher standards, otherwise it will drag down the emergency response capabilities of the entire society." Industry insiders said.

Picture: Shenyang Country Garden Galaxy City has returned to normal traffic after the snow cleared (source: photo provided by the company)

An emergency response list provided internally by Country Garden shows that for possible emergencies Conditions, such as extreme weather, fires, and gas leaks, Country Garden service projects will regularly conduct real-life simulations and scenario simulations. Real-life simulation: the venue, environment, equipment, processes, drills, etc. are restored according to the on-site environment of similar events; scene simulation: realized through desktop review, program simulation, indoor teaching, etc. It is worth mentioning that as early as the beginning of winter this year, Country Garden Services Northeast has conducted snow prevention and snow removal simulation drills in various projects.

A week before the blizzard, when the meteorological department predicted the possibility of a blizzard, the property management department had begun full mobilization, deployed personnel in advance, and conducted detailed inspections of snow removal equipment.

Of course, no progress can be achieved overnight. Through continuous research on the needs of property owners, Country Garden has been constantly adjusting and upgrading key elements such as unit types, greening, and property service levels based on the development characteristics of different cities. During a blizzard, Country Garden wrote the word "responsibility" on the snow, allowing us to see the confidence and responsibility of a real estate company.