What unit does the property reflect when it does nothing?

The first category is complaints about equipment and facilities. The owner's design and selection of equipment and facilities are unreasonable or dissatisfied with the quality of equipment operation. For example, elevators often shut down for maintenance, and power supply and water supply equipment often breaks down. The reason for the complaint is that there is a gap between the property used by the owner and the expectation. Owners use the property and pay the property management fee, always hoping that the property is in the best use state and feels convenient and comfortable.

Complaints about management services The complaints about the quality of property services by the owners mainly include the following aspects: whether the users' property and personal safety can be guaranteed, whether the property services are standardized and standardized, whether the manners of property personnel are appropriate, whether the service attitude is enthusiastic, whether the office or living environment is quiet, whether the service time and service are timely and fast, etc. Owners feel that the service quality is lower than expected and will complain because of dissatisfaction. The expectation comes from the feeling that users get normal service every day and the service commitment of the property company. If the service commitment is too high, it is easy to complain because of the gap in expectations. In addition, when a service is "abnormal", such as the bad attitude of the staff, the failure of daily operation, the failure of maintenance personnel to finish the work on time, etc., the owner will pour out his dissatisfaction in the form of complaints.

The third category, complaints about fees are mainly various assessed fees and special maintenance fees. Such as water, electricity, cleaning, greening, public equipment and other shared costs and special maintenance costs such as changing lights and locks. Property service is also a commodity in a sense. Owners always want to buy the best service with the least effort, while property management companies want to minimize the service cost, which is reflected in the sensitive issue of paying various fees.

The fourth category, sudden complaints are caused by unexpected accidents such as power failure, water cut-off, people trapped in elevators, overflow, indoor theft and lost vehicles. Although this kind of problem has its "contingency" and "suddenness", the incident itself is very serious, which brings great troubles to users' daily work and life and causes strong complaints.

When handling user complaints, the following strategies are generally adopted:

Strategy 1: When you receive a complaint, you should first assume that there is something wrong with your work, listen patiently or record the complaint, and don't refute the owner's opinion in person. Owners come to complain that they are dissatisfied or dissatisfied with some aspects of the service of the property and have grievances in their hearts. At this time, if you explain or refute blindly, the owners will think that the property does not respect its opinions, which will aggravate the opposition and even conflict. Therefore, we should patiently listen to the owner's "complaints" and make records, so that the owner can feel the sincere attitude of the property, and his complaints will gradually disappear with the end of the complaints.

Strategy 2: Apologize or sympathize with the host's experience or misfortune, so that the host's psychology can be balanced. Regardless of the size of the complaint, we should take it seriously and attach importance to it. We should adopt the thinking mode of "empathy", change roles, put ourselves in the owner's shoes, feel the troubles and misfortunes encountered by the owner, comfort the user and narrow the psychological distance with the owner.

Strategy 3: Put forward opinions on handling complaints from owners, follow the company's operating principles, and meet some reasonable demands of users. Few owners complain to show a "complete break". Most owners use complaints to "negotiate" with the property, so that the property can pay attention to their complaints and solve them. Property management companies should stand on the standpoint of "fairness, justice, reasonableness and mutual understanding" and put forward handling opinions to coordinate and solve the difficulties and problems encountered by users.

Strategy 4: Thanks for users' opinions and suggestions. As the basis for improving and perfecting the work, complaints are the biggest barrier to the contradiction between owners and property management companies. Being able to complain to the management company shows that the owners still have a trusting attitude towards the property. Property should be measured by "smell happy", sort out the complaints of owners, review and reflect on the company's work from the owner's point of view, and constantly improve and perfect management and service.

Strategy 5: Urge relevant departments to handle complaints. The actual effect of complaint handling is directly related to the reputation and overall management level of property management companies. The key to complaint handling is to analyze the complaint content as soon as possible, find out the reasons, and urge the relevant departments to handle it within a time limit, so as to achieve the expected effect and satisfy the owners, ensure that the same problem will not happen again, and put an end to the occurrence of "secondary complaints".

Strategy 6: Feedback the complaint handling result to the owner by phone or letter as soon as possible. Handling complaints as soon as possible and giving a substantive reply to the owners is an important part of complaint handling, and timely reply can show the efficiency of the property management company. The owner verbally; Complaints can be answered by telephone, generally not more than one working day. The reply can let the owner see that his complaint has been taken seriously and properly handled.

Legal basis: According to the Regulations on Property Management.

Forty-second provisions of the people's governments at or above the county level price departments in conjunction with the real estate administrative departments at the same level, should strengthen the supervision of property service charges.

Article 48 stipulates that the real estate administrative departments of local people's governments at or above the county level shall promptly handle the complaints of owners, owners' committees, property users and property service enterprises in property management activities.