Experience of exchanging places between community owners and property owners

Property management is a boring and arduous, tedious and meticulous work. Through more than ten years' practice of property management service, I gradually realize that the quality of a property project management depends on the guiding ideology and methods of enterprises and service personnel. I think: we should not only do things seriously, but also work hard. As long as we work hard, we will find a breakthrough and find a solution to the problem. Door-to-door communication is a stupid way, but it is also an effective way. In August of XX, I joined the Property Management Co., Ltd. Baiyun Panshan Garden Community is an obvious typical case in the managed property community. At that time, Baiyun Panshan Garden, because a few unscrupulous owners mixed into the community committee, made trouble in the community in the name of safeguarding the rights of the community committee, and unreasonably used the identity of the community committee, which seriously disrupted the property management work. At that time, posters and banners were flying in the community. Often on newspapers and TV, some media create news hotspots in order to hype the news, without fair, objective and true positive reports and publicity. Even in order to achieve a sensational effect, some news media have substituted flowers and trees, taken out of context, and created false news, which has caused the owners of residential areas to have great opinions on property management, resulting in many property managers unable to work in residential areas in the early stage, which has a great impact on property service companies.

After I took office, I made a calm analysis of the basic situation of the community and solved it. The first step was to strengthen the internal management, learning and training of the company's employees, especially the service awareness and business practice training of middle-level and above managers, which improved the level of property service. The second step is to personally lead the staff to remove weeds and sundries in the green area of the community, and comprehensively wash, clean and rectify the stairs and some hidden positions in the community. At the same time, the third step is to organize the company's order maintenance personnel to carry out practical training on civilized manners and standardized terms, strengthen the "three ones" training on civilized manners, ask more questions, help leaders and respect gifts. During the training, two people were divided into groups, one dressed as the owner and the other dressed as on-the-job personnel, and then they exchanged roles for on-site training, which promoted the civilized duty and polite service style of the whole order maintainer team, set off the climax of the civilized service quality month, let the owners see the overall improvement of the property management service level, and gave the community owners hope and increased confidence.

In order to get a better understanding of the owners' opinions and views on the management of the residential area, I organized a visiting group of 24 people, all of whom were transferred to the "ice melting activity" in person. The theme is "listen to the owner's opinions at home, accept the owner's criticism with an open mind and actively adopt the reasonable suggestions put forward by the owner". In order to ensure the success of this activity, half a month before the start of the activity, I personally compiled the training materials and sorted out the relevant materials of the club, and organized a visiting team to conduct training. The main contents of the training include how to express correctly in language. Summarize the key issues raised by the owners of residential quarters, such as the ownership of indoor parking spaces, blue-printed hukou, oil smoke emission, videophone, water leakage from external walls, and children's schooling, and make unified answers, organize them into materials and conduct unified training. After the training, employees are required to conduct simulation exercises in pairs, and ask and answer questions as property managers and owners respectively. Finally, I personally reviewed and revised, and most of the staff of the visiting team met the requirements, and distributed the prepared training materials to each visiting team. 24 people were divided into 12 groups, and I personally supervised the team. One person is mainly responsible for answering the questions raised by the owner, and the other person is responsible for taking notes. After more than a week, I visited all the residents of the community in the evening and organized employees to summarize after the visit. In particular, the problems raised by the owners are summarized and counted, and they are dealt with step by step according to the priority of the problems. In view of the leakage problem in the community with more problems, we will immediately coordinate with the developer to carry out comprehensive maintenance. The telephone problem of the video door was changed to the maintenance company, and the professional maintenance personnel were asked to solve it thoroughly, and other problems were gradually solved, so as to ensure that all the problems reflected by the owner were answered and implemented.