How to improve the quality of property service?

With the improvement of economic living standards, people demand not only housing safety, but also quality of life, among which the service quality of property is increasingly demanding. Developers have gradually increased their attention to property management. In order to achieve sustainable and healthy development, property management enterprises must strive to achieve the harmony and unity of internal natural beauty and external norms.

First, grasp the key factors of people in service and form natural beauty.

There is no doubt that the main body of property management services represents the specific employees of property management companies. Wearing company uniforms and fulfilling service obligations, words and deeds affect the owners' cognition and even determine the quality of property services. Therefore, it is imperative to improve the quality of service personnel.

1, strengthen staff training, and constantly provide the comprehensive quality of property employees.

Property management is different from other industries, and sometimes the moral quality of employees is higher than the professional quality. Therefore, while training employees' professional skills, we should pay more attention to the cultivation of personal qualities. Conduct "professional ethics, etiquette and courtesy" training for every employee to cultivate the ability of employees to communicate and cooperate with others. Good affinity is a great advantage of doing a good job in property management. Let every administrator pay attention to establishing a good relationship with the owners and actively and enthusiastically serve each owner in their daily work. For some owners who don't understand, complain or even complain about property management, they should take the initiative to come to the door and communicate with them. Don't be afraid of being pointed out by the boss, learn to thank the boss for his advice, give him the opportunity to correct and improve, and let him gradually understand and trust the company.

2. Do a good job in receiving and handling the complaints of the owners, and regard the complaints of the owners as valuable resources.

The owner's complaint is the best gift to the company. Why not face it frankly? For property management companies, only by carefully analyzing the opinions of owners, accepting criticism with an open mind, actively solving problems and effectively improving the service level can they form stronger competitiveness and higher reputation. Face all kinds of complaints from the owners with a positive attitude, constantly reflect on yourself, regard the complaints from the owners as the most precious resources, find out the shortcomings in management and service in time, improve the service as much as possible, and promote the continuous innovation and improvement of management service quality. In short, the owner's dissatisfaction is the direction for the property management company to improve its work.

Second, improve the institutional factors in property services and form normative beauty.

Needless to say, there are still various problems that a few illegal enterprises encroach on the interests of owners in the property management industry, but it is undeniable that the property management industry is constantly standardizing. The service standardization, refined management and image branding of property management enterprises have attracted more and more attention in the industry. Specification is a service requirement, accuracy is a management requirement, and brand is a development requirement. For property management enterprises, especially emerging property management enterprises, in order to achieve rapid development, the first task is to achieve standardized services and lay a solid foundation, that is, to give the outside world the external beauty of standardized operation and standardized management through system construction:

1, abide by laws and regulations, be honest and trustworthy, and standardize operations.

Property management is a low-profit industry. Coupled with the escalating market competition, some property management companies rush to fat, regardless of the cost of contracting projects. The direct consequence is to pass on the cost by encroaching on the legitimate rights and interests of owners or customers, and eventually there will be disputes between owners and property management companies. In view of this, the state and local governments have issued many policy documents, such as "Regulations on Property Management" and "Measures for the Administration of Property Service Charges", to regulate the operation and operation of the property management industry. This is a problem that far-sighted property management enterprises must pay attention to in the long-term development. It is the core hierarchical system of property management enterprises and the "constitution" that property management enterprises will faithfully implement. Property management enterprises must conduct careful combing and systematic learning, not only learn to use the law to safeguard their legitimate rights and interests, but also consciously abide by the law and standardize their operations, especially to handle the relationship between immediate interests and long-term interests.

2. Improve enterprise rules and regulations, and accurately set up service processes.

Anyone who has watched the TV series "Big House Gate" has a feeling that "big housekeeper" plays a very important role in a family. The projects undertaken by property management enterprises mainly include comprehensive services such as security, cleaning, maintenance, greening, equipment management and housekeeping. Their business scope is wide, labor-intensive and their service content is rich. In essence, they act as "stewards" of hundreds of families, with great responsibilities. In order to manage their huge booths and serve many owners or customers, it is necessary to form complete enterprise rules and regulations and manage employees well.

3. In terms of service, we should also combine the actual situation to achieve precise, accurate and full coverage.

Fine means that the service process should be comprehensive, meticulous and perfect, so as to be the most meticulous and operational; Accuracy means that the service process design should be to the point, with clear division of labor and strong practicability and pertinence; Full coverage means that the property records should be fully covered, the division of responsibilities should cover the service items, the staffing should be covered in place, and the departments and posts should be "seamlessly connected". There should be no property omissions, let alone management omissions and unattended matters.

Only when the main employees who provide services perfectly combine the heartfelt voluntary service with the normative constraints of the enterprise system, can the property management enterprise truly realize the standardized operation and service in place, realize the good cooperation between the property management enterprise and the owner or customer based on integrity and quality, form a good reputation and a good reputation in development, and fundamentally promote the brand building of the property management enterprise.

As a labor-intensive industry, it is very important to improve people's management and system. Only by improving people's quality can we improve service quality and perfect the system can we form standardized management. Perfection, Excellence and nuance will be the long-term pursuit and goal of property management enterprises.

(The above answers were published on 2015-11-12. At present, please refer to the actual situation for the relevant purchase policy. )

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