How to treat and handle property service complaints correctly

How to treat and handle property service complaints correctly

In the process of serving customers, any enterprise will inevitably encounter some complaints and complaints from customers. No matter how good a company is, it can't guarantee that it will never make mistakes or cause customer complaints. However, when encountering a complaint, the first reaction is "trouble again", treating the complaint as a "hot potato" and even hoping that it would not happen. If it happens, you'd better not let me receive it. If I get it, it better not be my responsibility. It's a western proverb: "No news is good news" (no news is good news).

In real life, there is not as much good news as expected. In a sense, no news is good news, but for Pingjia Company, no complaint is not necessarily good news.

According to the survey, when customers are dissatisfied, 90% never complain, 69% never complain, only 23% mention it to the service staff around them, and only 8% of complaints reach the top management through the customer department, which means that a customer's complaint usually represents the voices of 24 other customers who have not complained to the company. In China, an average consumer will have at least 50 colleagues, classmates, fellow villagers, relatives and friends, which means that an dissatisfied customer may tell his/her dissatisfaction with products and services to 50 people around him, while a satisfied customer will only tell his/her satisfaction to 3 people around him. Similarly, the owner of a property community may be satisfied with his feelings or complain, which affects many people around him. This has formed a "word-of-mouth effect".

Reasons why customers are dissatisfied with the service and don't complain: (1) Complaints can't solve practical problems; (2) The procedures are complicated and there is no way to complain. Therefore, instead of complaining, it is better to change the ideas of the parties directly. According to the survey of American OCA/ White House National Consumers Association, only 9% customers are dissatisfied and don't complain, but only 19% customers will continue to buy your products, and the complaints have not been solved. If the complaint is resolved satisfactorily, 54% customers will continue to buy: the complaint is resolved quickly, and 82% customers will continue to buy your goods.

Property management is a new industry in China, and the owners are the recipients of services. Today, there are still a few owners who are in a passive state when receiving services, and the service at this time is easy to satisfy customers. With the improvement of customer expectations, there will be dissatisfaction and dissatisfaction. If the problems that arise at this time are not paid due attention to, or even the problems persist for a long time without being solved, then it is inevitable that customers will lose confidence in service providers?

Winning the trust of customers is the premise of establishing the relationship between supply and demand between service parties. If customers take the initiative to complain, it is a sign that confidence still exists. On the contrary, the students didn't complain, which probably means they lost confidence. Therefore, it can be said that the complainant is the most beneficial friend and free business consultant of the property management enterprise.

It is normal for property management companies to encounter complaints from owners when providing services to owners, but the key issue is how to deal with them and how to summarize and improve their work from the problems reflected by owners. Owner's complaint is a bridge between company managers and owners. The owner complained because of his own complaints and dissatisfaction with the service, and asked to solve the problem effectively. However, it also provides the truest, most timely and most valuable suggestions for finding service blind spots, detecting service mistakes and looking for service business opportunities, so that the company can suit the remedy to the case, improve technology and services and avoid further mistakes on the basis of fully understanding its own shortcomings and problems. When complaints escalate, it will inevitably lead to tension between owners and property management companies and even developers. When handling complaints, it will have to increase considerable costs and even have a greater chain effect. Because a customer will tell his dissatisfaction to five people around him, and these five people will tell this to 10 people around him.

Not complaining may be that the owner is satisfied and does not need to complain, or it may be dissatisfied but unwilling to complain. If he is dissatisfied and unwilling to complain, it is likely that the owner has lost the confidence to complain. Facing positive complaints with a positive attitude is one of the fundamental ways to improve the reputation of property management enterprises.

In retrospect, almost all the complaints of owners handled by our company developed from the simplest things in life. At the beginning, things are usually small things, and a word, an action and an idea can solve them. However, due to negligence, arbitrariness, inattention or accidents, the whole thing gradually evolved to the point where a salesman could not solve it in an ordinary culture. For example, the owner complained that the service attitude was not good and the service was not timely. In fact, this is a momentary thought and casual idiom of the service salesman when providing services.

In the past, it was generally to deal with customer complaints and analyze the reasons. Now it is necessary to turn the past post-treatment work into pre-prevention work. Before major customer complaints happen, we must find problems from clues and deal with them in time to avoid customer complaints. Therefore, in our daily service work, we should not only continuously improve the service quality, but also pay attention to the owner's feedback on our service (such as complaints, repair reports, consultation suggestions, help-seeking events, etc.). ), and handle, explain or solve in time. Through our handling of the feedback from the owners, we will continuously improve our services, increase communication with the owners, improve the satisfaction of the owners with our services, form a good "word-of-mouth effect" and establish a good corporate image.