What kind of attitude should the property management personnel of the community treat the owners under normal circumstances?

First, rational.

Such owners account for the vast majority, and everything is easy to talk about. As long as you are "sensible and emotional", open your heart and act openly, the friction and war caused by misunderstanding will naturally gradually disintegrate and thaw.

Second, melancholy.

Such owners look at everything gray, and even see only the dark side of things everywhere. Because of family and marriage conflicts, or because of career or work changes, they take it out on the property management company when they are upset, or even make trouble without reason. As a provider of property services, they must dare to undertake and serve patiently as always.

Third, emotional.

These owners often change with their moods, and their attitudes fluctuate with their personal moods when communicating with property managers.

Case 1: Our community stipulates that in order to keep the lobby clean and tidy, all decoration materials and garbage must be transported by the elevator hall on the second floor. An owner claims to know a central leader and is friends with a developer. He is engaged in quality system certification. During the renovation, he ignored the property regulations and piled up materials such as cement and ash at the entrance of the lobby on the first floor. The decorators messed up the lobby on the first floor during handling, and when the security guards in the management hall came forward to stop it, they clashed with their decorators. When the two sides were pushing and shoving, the owner's old mother accidentally fell down and the owner reported the police. When I arrived at the scene, I saw that the owner was emotional and the police's position was obviously biased towards the owner. I immediately realized that now is not the time or place to be reasonable. I should immediately control the situation and try my best to calm it down. I bowed deeply to the owner's mother in front of everyone at the scene and several policemen. On behalf of myself and the management office, I deeply apologize for the old lady's fall, and sincerely request that the old man be arranged to see a doctor first, and all expenses will be paid by the management office. At that time, everyone on the owner's side was shocked, and the excitement suddenly subsided and the tone became relaxed. Finally, the owner put forward some suggestions for our work, such as stipulating that the decoration materials must go to the second floor, which should be clearly written in the decoration management agreement signed by both parties, which is very reasonable. Afterwards, I personally took the fruit to visit the host's mother several times. Now, the shopkeeper and we have become good friends.

Case 2: In the winter of 2002, an owner found that the red-flag car parked in the community had scratches. He went to the management office to discuss with his friends. The security supervisor of the management office only asked: "How can you prove that the car was drawn in the community?" Without saying a word, one of them punched the guard on the head, and the ring in his hand scratched the left eye of the guard's head, and blood poured into his eyes. We immediately called the police, and the police took the relevant personnel to the police station for questioning. The police station asked the two sides to sign a mediation agreement: punish the perpetrators and compensate the security supervisor for 3,000 yuan in medical expenses. The shopkeeper is very rich, so he points out 3000 yuan on the spot and puts it on the table. When I returned to the management office with three employees, the owner's car had stopped at the gate of the management office. He said, "The beating has been solved, and my car was scratched. How to solve it? " I said, "I sincerely apologize to you on behalf of the manager and the management office ..." Before the words were finished, he immediately took over: "Come on, elder sister, that's what I want. Actually, my car is insured and can be repaired by myself. I have something to do, so I'll go first. " My heart fell to the ground when the red-flag car drove away.

Fourth, go on the rampage

Such owners often start to abuse, strike the table and stare before things are clear.

Case 3: An owner refused to pay the deposit when handling the house decoration procedures. At that time, he struck the table, kicked the door, ran amok, and even used the most obscene words to call names. The customer service staff showed 1 10 the document on the management regulations of house decoration, but he refused to read it, saying that the management office knew how to collect money, and shouted at the front desk that he would fire the management office. To treat such owners, the project manager should stand up in time and receive them personally, and explain to them that the deposit will be refunded in the end, so that they can gradually calm down their anger and cooperate with our work. Later, we learned that the boss's biggest interest is "stock", so every time we communicate with him, we start by asking about the stock market and "vote for what he likes", which deepens communication and alleviates his prejudice against the company.

Practice has proved that as a project manager, you should not only have the ability to deal with all kinds of owners, but also dare to take responsibility, accurately judge and deal with problems in time and effectively.

Case 4: The owner of a residential area bought two adjacent suites on the same floor and started hairdressing business. In order to ensure the sanitation of the internal environment, the owner installed fire doors privately, which not only occupied some public areas, but also closed the only area in the corridor that can penetrate sunlight, making it impossible for light to enter during the day, thus causing complaints from other residents on the floor. We didn't take compulsory measures at the beginning, but sent the cleaning supervisor to communicate with the owner for more than ten times. At first, the owner's tone was very hard, saying that the management office ignored it at first, but now it is in charge, refusing to dismantle the fire door and only agreeing to open the door during the day. Then, we made it clear to the owner that the management office would jointly dismantle the door with the urban management. The owner knows that it is unreasonable to let go slowly, but it is always delayed. When we saw the fire, we immediately informed him in writing that it would be demolished within 10 days. The shopkeeper was reluctant, but he no longer resisted. Finally, the organizer of the management office successfully removed two fire doors and restored the light in the corridor. The owner of this floor affirmed the efforts of the management office and took the initiative to pay the property fee.

Case 5: A husband and wife are separated and the management office doesn't know. One day, my wife asked the moving company to vacate the room and came to the management office to open a release form. The front desk called her husband on the spot according to the regulations of moving in and out documents, and he refused to move out. My wife cried and made trouble in the customer service center, telling a lot of reasons for moving out. I personally came forward to explain and persuade, without the consent of the master (husband), I can't open the bill. In a rage, the wife threw the things in the car everywhere, and then left. I immediately organized the security guard to move all her discarded items to the management office for safekeeping, and called the owner, who paid the annual property management fee when he came to claim the items.

Treating different owners and using different communication methods can solve the problem more effectively. Active and effective "communication" is the best way to solve contradictions. As a well-known project manager, he not only requires himself to have good communication skills, but also constantly cultivates the communication skills of company employees in daily work and trivial matters, so that all property managers can constantly explore and master the skills of "effective communication" and make "owner satisfaction" permanent.