Grasp the development direction of the industry and jointly create a new image of the industry.

In the past two years, the media frequently exposed the problems of property management, which made the industry in a relatively passive situation. At the annual national and local people's congresses and CPPCC meetings, there are more and more proposals on property management. In some cities, the evaluation of property management is not satisfactory. This objectively shows that there are some problems in the social credibility of the property management industry, which directly affects the public image of the industry. Changing this situation as soon as possible has become the common aspiration of the whole industry.

First of all, we must accurately grasp the industry positioning. Property management enterprises, construction units and owners are equal civil subjects, based on the relationship between service and service formed by property service contracts. The basic guiding ideology of property management regulations is the legal basis for the accurate positioning of property management industry. In the property management activities, the property management enterprise is neither a subordinate nor an appendage of the construction unit, nor a servant or nanny of the owner, nor a manager above the owner, nor a resigned doormat, and can neither shirk and perfunctory things nor do things unprincipled. Only by putting the position right and establishing relations with the construction unit and the owner through equal consultation can we not be offside, put the position right and reduce unnecessary contradictions and disputes.

Second, we must rationally understand the characteristics of the industry. The universality and diversity of beneficiary groups, the intangibility, immediacy and long-term nature of property services are all characteristics that distinguish the property management industry from other industries. The so-called "many voices are difficult to adjust" is vividly reflected in property management. In the article "Serving the People", Chairman Mao's quotation that "it is not difficult to do a good deed, but it is difficult to do it all one's life" also hit the "acupuncture point" of the industry. Only by fully understanding these characteristics of the industry can we pay attention to keeping a cool head, treat the criticisms and complaints of the owners sincerely, look at and solve problems from the perspective of the owners, and strive to establish good customer relations, instead of fighting hard, not engaging in disputes and confrontation. At the same time, we should pay attention to broaden the methods and channels of communication with customers, resolve various contradictions through regular home visits and community activities, win the understanding and support of customers to the greatest extent, realize the continuous improvement of customer relations and create a harmonious atmosphere of property management.

Third, we must earnestly correct our service ideas. The essence of property management is that owners spend money to buy services, and the owners are the "parents" of property management enterprises, and service quality is the lifeline of property management enterprises. Whoever provides services with the same quality and price will buy their services. Therefore, it is necessary to straighten out the position of service owners, effectively change the role of "managers" and strengthen service awareness. Good service is the way to solve various contradictions, and it is also the key to establish a harmonious relationship with the owners. Only by providing genuine services, let the owners feel the convenience brought by property management and get value-for-money services, can we win the recognition of the owners and fundamentally establish a positive image of the industry among the masses.

Fourth, we must clearly define corporate responsibility. In order to prevent and control all kinds of risks in enterprise operation and avoid taking unnecessary management responsibilities, property management enterprises should first seriously study and master the Contract Law, General Principles of Civil Law, Property Management Regulations and supporting laws and regulations, and master the relevant provisions and spiritual essence; Secondly, it is necessary to perform obligations and assume responsibilities in strict accordance with laws and regulations, refine the terms of property service contracts, clarify the rights and obligations of all parties, clarify the management responsibilities and exemption conditions of enterprises, and change the passivity caused by dislocation and offside.

Fifth, we must comprehensively improve the quality of the team. Facing the rapid development of the industry, it is urgent to improve the legal knowledge, professional ethics, business level and organization and coordination ability of employees. With the identification of property managers carried out during the year, the professional qualification system for property management practitioners will be formally implemented, which is believed to play an important role in improving the overall quality of industry managers. In addition, we should also pay attention to the skills training of key positions and front-line employees, and establish a staff team with good professional quality, strict professional ethics and skilled professional skills to meet the needs of industry and enterprise development.

Sixth, we must correctly guide public opinion propaganda. First of all, we should correctly treat public opinion supervision, seize the problems that the masses have reflected more, earnestly intensify the rectification of the property management market, and severely crack down on a few black sheep in the industry who collect fees indiscriminately and infringe on the rights and interests of owners; Secondly, we should strengthen communication with the media. In order to attract readers' attention, some media have exaggerated reports, but most of the inaccuracies are due to the reporter's unclear understanding of laws and regulations, incomplete understanding of the situation and inaccurate grasp of relevant responsibilities. To this end, we should take the initiative to strengthen communication with them, warmly welcome them to conduct in-depth research in daily management, so as to change some misunderstandings about the industry and strive for objective and fair reporting. In addition, the association should take various forms to strengthen the positive publicity of industry brand enterprises and good deeds, strengthen the guidance of public opinion, let the people see a self-respecting, self-reliant, self-disciplined, honest and trustworthy industry through positive publicity, and establish a good image of the industry.