As the manager of the property community, how to manage the community well?

Whether a property project can be managed well or not, the project manager plays a vital role. So, how to be a qualified project manager? The author talks about some views in combination with reality.

First, timely and effective early intervention.

(1) Work closely with the developer to show the good image and professional quality of the property service enterprise by using the project opening and the promotional activities held by the developer.

Before the official opening, developers, construction units, sales agents, property management and other departments should work out a detailed opening date and promotion work plan. As a project manager, we should focus on the training of etiquette and communication skills for personnel such as order maintenance and cleaning. When there are many people looking at the building and buying houses, we should focus on orderly guidance of vehicles, personnel diversion, safety precautions of the building-watching passages and model houses, emergency maintenance plan for temporary building-watching elevators, and key care of the signing area. The purpose of continuing to do the above work is to obtain the initial recognition of property service companies from developers and owners, and lay a good foundation for future property management.

(b) Get involved in the project construction stage in time, and put forward reasonable suggestions and written rectification reports to the developers in time, so as to reduce the waste of funds of the developers and reduce the management troubles in the future.

1. The main work before the project completion acceptance is to participate in the supervision of the project construction quality and comprehensively collect all kinds of property information of the project. The project manager should pay attention to the following issues: set as home page

(1) Regarding the waterproof treatment, whether the waterproof layers of toilets, balconies, atrium gardens (generally referred to as underground garage covers) and waterscapes with waterproof requirements have been damaged; Whether the grouting in the window frame is saturated, whether there is an empty drum, and whether the wooden block fixing the window frame is taken out; In view of the fact that window frame leakage is a common problem in new buildings, and it will have a serious impact on the owner's life, the remedial funds in the future are also huge. Therefore, it is necessary to find the developer in time and ask for rectification, otherwise there will be endless troubles;

(2) With regard to the intelligent system, the project manager should, before the developer selects the supplier, analyze the construction scheme put forward by the supplier from the professional perspective of meeting the international needs of the community and facilitating future maintenance, especially the inconsistency and shortcomings between the scheme and the project, and should put forward targeted rectification opinions;

(3) Regarding greening, the greening and beautification of the project is an important factor to improve the living environment of the community, and good greening can often have the special effect of "a handsome man covers all the ugliness". Therefore, the project manager should put forward reasonable suggestions on the selection of grass seeds, shrubs and flowers, trees and vertical greening from the aspects of visual effect, soil and water protection, convenient traffic and easy management and maintenance.

2. The main work during the project completion acceptance and handover acceptance:

(1) Actively participate in the completion acceptance of the project, fully understand the engineering quality of the project, and strive to participate in the technical disclosure and the blue prints.the design work, so as to fully prepare for the later management work;

(2) Actively do a good job in project handover and acceptance, and set up an acceptance team with the developer and the construction unit to accept the various projects and comprehensive use functions of the project. At this stage, we should grasp two key points: first, clarify the relationship between the responsibilities and rights of the two parties, ensure the normal use of the property, and more fully safeguard the interests of the owners; The second is to track and urge developers or construction units to implement rectification as soon as possible for the problems found in the acceptance and takeover.

Second, do a good job in the management of large-scale occupation and decoration, and protect the community from the destruction of secondary decoration.

This stage is the first severe test of the strength of excellent project managers and their service teams. Therefore, before the occupation, emergency measures should be taken to deal with possible problems in all aspects. The guiding ideology is to do everything possible to urge the owners to repossess the building as soon as possible. In addition to handling the check-in and decoration procedures for the owner in strict accordance with the check-in process, special attention should be paid to the following points:

1. Take the initiative to suggest that developers issue occupation notices to owners in stages, and actively decompose the crowd pressure at the occupation site;

2. Actively cooperate with developers and construction units to thoroughly clean up the community and eliminate all kinds of hidden dangers;

3. Strive to provide one-stop service for the owner's check-in, especially require the developer to set up an answering team and a maintenance team at the check-in site, answer questions for the owner at any time, and timely repair the problems found in the joint inspection or make a clear maintenance commitment to the owner;

4. Sign a series of check-in procedures such as "Early Property Management Service Agreement" and "Owners' Convention" with the owners in time to mobilize the owners to repossess the building as soon as possible;

5. If the owner refuses to take over the building at the site, he should separate the owner from other owners with the developer in time according to the emergency plan prepared in advance, and communicate one by one to try to avoid group fights at the site;

6. In combination with the feasible and operable decoration supervision scheme, especially for the parts and spaces that may cause illegal decoration in the community, there should be a clear definition of responsibilities in the decoration agreement, and there should be no ambiguous opinions;

7. Strictly control the number of decoration personnel entering the residential area, fully implement the management with certificates, implement the system of clearing the scene at night, increase the frequency of supervision on the decoration construction site, and take the prevention of illegal decoration as one of the key points of supervision.

Third, standardize operation and adhere to the four consciousnesses.

As a project manager, to manage the project well, we should also keep in mind four kinds of consciousness:

(A) the sense of contract.

From a certain point of view, the relationship between the property service company and the owner is just a paper contract. In other words, the owner, as Party A of the contract, of course has the right to supervise or terminate the contractual relationship with Party B according to the contract. Therefore, the property service company, as Party B, is the best policy only by continuously strengthening its performance ability and fulfilling its commitments. When providing services, any behavior of cutting corners should be regarded as breach of contract. If this continues, you will definitely put yourself in a passive position.

(2) communication awareness.

1. The project manager should regularly carry out the owner's opinion survey, take the initiative to timely understand the changes of the owner's demand, find out the weaknesses or blind spots of the recent service, formulate rectification measures and quickly correct them, and at the same time publicize them to the owner, requiring the owner to supervise the implementation. Taking the initiative to find and solve the problem is very different from being complained by the owner and then dealing with it, even if the latter is handled better. As a project manager of property management, you should always remind yourself of this.

For example, the company where the author works has set up a column on the company's website for the owner's opinions and online messages, and the owner can easily put forward his opinions, suggestions and what we need to do through online messages. Our company attaches great importance to these opinions and suggestions of the owners, and assigns special personnel to collect and sort them out, verify them one by one, or do a good job of explanation, or take immediate action to rectify them, so as to make one reply after another. Facts have proved that effective communication with the owners can greatly promote the satisfaction of the owners, which also effectively promotes the improvement of the collection rate of property fees.

2. Carrying out active and popular community cultural activities is the basic content of property management, and it is also an important means to create a good humanistic environment and a harmonious relationship between community owners. Therefore, how to continuously improve the quality and scope of community cultural activities and let more community owners participate is also a problem that community project managers need to constantly think about.

For example, our company often uses holiday time to organize owners to carry out various community activities to promote exchanges and interactions between owners. This not only creates opportunities for owners to know and communicate with each other, but also enriches their amateur cultural life. The company where the author works also organized a "Harmonious Community Basketball Friendly Tournament", in which the owners of various communities formed teams to compete in the spirit of "friendship first, competition second", and achieved good results. At the same time, the company also held a lantern festival in the community, with the active participation of community owners, especially primary and secondary school students on holidays. Frequent community cultural activities make the community present a civilized, peaceful and beautiful living atmosphere.

3. Actively cooperate with the establishment of the owners' committee and establish a good cooperative relationship with it is one of the major events that the project manager needs to consider. The establishment of owners' assembly (owners' committee) is the right given to owners by law, and it is futile for any unit or individual to stop it. What we have to do is to select the owners who have certain deliberation ability, cooperate with the property service company and can handle the problems objectively and fairly to the owners' committee, so as to lay a solid foundation for happy cooperation in the future.

(c) Awareness of reserving some funds for reinvestment.

It is the long-term goal of a property service enterprise with social responsibility to realize the win-win of economic benefits, environmental benefits and social benefits of residential property management. Therefore, while earning legitimate and reasonable profits, the project manager should remember to arrange a certain proportion of funds in the annual budget to reinvest in the community and implement renovation in hardware facilities, equipment and environment, which is the basis and foundation for ensuring the steady improvement of the quality of property management in the community, and the industry Committee also supports it.

(D) awareness of cost control. Cost control ability should be the basic skill of the project manager.

Whether in the United States or Hong Kong, the third key factor to evaluate the success of a property project management is whether the cost is effectively controlled, in addition to the owner's evaluation and internal audit. In fact, the main reason why most property service enterprises are in a state of low profit or even loss for a long time is often the lack of effective cost control.