Consciousness of property cleaning service

Question 1: How to improve the service awareness of property management cleaners? Because of the inherent characteristics of employees in this industry, they are old, low quality and high turnover rate.

This requires managers to establish an effective control and incentive system, and establish a belief system and a boundary system respectively, which is easy to understand.

First, do the following:

1。 Let employees know that as long as she performs well, she can stay in this position for a long time, and there are opportunities for salary increase or promotion, so that they also have the vision and enthusiasm for work.

2。 Let employees clearly know their job responsibilities and standards, that is, what is good and what is not.

3。 Those who do well will be rewarded (material or spiritual), and those who do badly will be punished.

3。 The "commandments" must be realistic and easy to understand, such as no smoking in the no-smoking area and no rumors. They must be banned as soon as they are published, without exception!

If you are the same age, it will be easier to communicate with them. If not, you must pay attention to your way of speaking. We must respect them.

In fact, the most important thing is to communicate more!

Question 2: How to improve the awareness of property services? At present, the competition in the property management market is fierce. In order to gain a place from it, our company has a good brand effect, thus "establishing corporate image and building corporate brand". Good corporate image and well-known corporate brand are valuable intangible assets of our company. The most important way for our company to establish its own image and create its own brand is to provide quality services. As long as the service is good, we can get the recognition of our service content from the owners, establish a good corporate image in the minds of the owners, and then improve our good reputation in society and enhance our market competitiveness. How to improve the company's property service level and create greater economic benefits should start from the following aspects:

(A) from within the company, strengthen the cultivation of their own sense of service.

To do a good job in service, we should first start from the inside of the company, and improve the service consciousness and self-quality of all employees in the company by cultivating their ideological and moral quality education. By changing the company's internal mechanism, we can enhance employees' sense of competition and straighten out the working relationship by changing the company's operating mechanism. The relationship within the company is straightened out, the service awareness and quality of employees are improved, and the service quality will naturally be significantly improved.

1. Accelerate the company's personnel training and form a professional technical force with professional service level.

If any enterprise wants to participate in market competition, it must be able to provide quality products for the market. The products provided by property management enterprises for the market are services, and talents are the key for property management enterprises to provide quality services. Therefore, accelerating talent training is the basis for property management enterprises to provide quality services. Therefore, on the one hand, we should introduce some high-level management talents with relevant knowledge and experience, on the other hand, we should improve the quality of employees in property management enterprises through training, regular inspection and performance appraisal. With the improvement of staff quality, management means and management level, the service quality will also be improved accordingly.

2. Change the internal mechanism of the company and enhance employees' awareness of market competition.

The development of modern enterprises is characterized by the establishment of modern enterprise system, the establishment and improvement of relevant internal operation mechanism, so that enterprises can meet the needs of market development and continuously improve their management level. The main purpose of enterprise reform is to improve the operating mechanism of enterprises. To improve the service level, we must first strengthen the assessment of employees' professional quality, with clear rewards and punishments. Actively implement competition for posts, continue to employ those who meet the service requirements, and strictly dismiss or transfer those who do not meet the service requirements; Strengthen the matching between talents' specialties and majors, select professionals for professional positions, and ensure that people with professional skills are reused in the company. Through the establishment and improvement of the company's internal mechanism, enhancing employees' awareness of market competition is conducive to mobilizing employees' enthusiasm for work. Only by giving full play to the subjective initiative of employees, can service be by going up one flight of stairs.

(two) standardize the service or professional service behavior.

1. There are many services of property management, involving engineering, security, finance and so on. In these exchanges, whether the service behavior of relevant personnel is standardized has become one of the important standards for the majority of owners to measure the service level of the company's property management, and it has also become a key content in the company's own enterprise management. The uniform clothing, civilized manners, friendly attitude and friendly language of employees all have unified standards for the company's property services. Only by making more efforts on service standards and building a management team with high professional level, rich management experience and strong self-quality can we meet the service needs of the owners of Capital International and the needs of the company's development and growth.

2. Introduce ISO9000 quality system into daily customer service management, and strengthen the service management level of internal team.

Property management itself has many work items, complicated procedures and many links. In daily management, strengthening job responsibilities, highlighting work procedures and strengthening internal assessment have become the key links for the continuous improvement and development of property management enterprises. Introducing ISO9000 quality system into daily management can effectively implement the above work links, and at the same time, it can also improve the management level for other aspects of enterprise management. It is not that only by passing the quality system certification can a property management company be guaranteed to be a well-served property management company, but whoever passes the quality system must be a company with high service level and perfect management.

3. Do a good job in publicity and strengthen cooperation with the owner ... >>

Question 3: Prevention and control of property cleaning and safety awareness At present, property management is a risk prevention work, and risks should be prevented from all aspects. If you don't put risk prevention first, all other work is nonsense. That is the reality. When you can't avoid it, you have to face it The question is how should we face it? Let's talk about risk management in general, and then talk about the details separately.

In the whole process of property management, risks may come from the following aspects:

First, the risks brought by the remaining problems. Commercial and residential mixing, quality problems, design problems, design changes, supporting facilities, publicity issues and so on.

Second, the risks brought by natural factors. Geology, climate and environment, such as rainstorm, typhoon and environmental noise, will bring risks.

Third, the risk of property management fees. The risk of property management fee can come from any reason, and it is also the most headache risk for property enterprises. These risks can come from owners, developers, departments and related enterprises. What is the weak?

Fourth, the risk of car owners' consumption concept. This problem should be multi-faceted, and we can't blame the owners entirely. * * * * attention, the guidance of the media, and the publicity of the property company are all related.

Verb (abbreviation for verb) * * * Risks of relevant departments. The end refinement of laws and regulations is not matched, and the services of professional departments are not timely and not in place. Things happened, and they blindly blamed the property company.

6. Risks brought by business decisions. The risks brought by misjudgment are not uncommon, such as the number of employees, the determination of property fees, the setting of company structure, the service quality orientation of property management projects, the selection of characteristic service projects, and the handling of complaints.

7. Risks with weak internal risk awareness. The risk awareness of all departments and posts in property enterprises is not strong, so they can't find potential safety hazards in time, or even if they find and feel potential safety hazards, they don't report and deal with them in time.

Eight, the risk of employee operation. When communicating with the owner, employees do not pay attention to risk prevention in actual operation, and the losses caused by carelessness or violation of operating procedures are incalculable.

9. Risks caused by social factors. Such as changes in the real estate market, meter reading of power supply and water supply to households, changes in the price of power supply and water supply, incidental charges of relevant departments, changes in the price of social labor, and service awareness of related enterprises.

X. Risks arising from the development of the industry.

Question 4: How to do a good job in property cleaning management? I have been cleaning the property for more than a year and a half. The two residential buildings I am responsible for have changed from a building with many problems and complaints to two buildings praised by everyone in the surrounding buildings. My master and I are sincerely gratified and proud. Here, I'd like to share my feelings and talk about how I do a good job in property cleaning: from the first day I worked in the property, I realized that a good living environment lies in the maintenance and efforts of the cleaning staff and the owners, both of which are indispensable. The key is that our cleaning staff, in order to let the owners form the habit of caring for the environment, must first create a clean and tidy environment for them. With a good living environment, the owners are physically and mentally happy, and over time they have developed the habit of not throwing garbage into the corridor at will. Just like a housewife, she does housework diligently every day, and her family has developed the habit of being willing to tidy up and love cleanliness. So I paid close attention to the corridor 1 from the beginning. I was in charge of the periphery of a residential building with more than 4,000 square meters and 13 corridors. Every day after I clean the periphery, I will carefully clean every corridor of the residential building I am responsible for, and the corners are also swept clean, leaving no dead ends. In fact, it is not easy to sweep these dozens of corridors from the first floor to the sixth floor every day. It takes considerable physical strength to complete. After sweeping every day, I sweat profusely and my clothes are soaked. When you get home, you should change clothes quickly, and your waist is sore and your legs are weak. In order to change the past, it is not enough to clean up. I insist on cleaning the corridor and often wipe it. I wipe the corridor with a mop every two days, and wipe the handrails and windowsills of the stairs with a rag. Every time I drag it, I will bring a steel ball to clean up those cement stains and vegetable stains that are difficult to clean. Still sweating, my hair and clothes are soaked. Shoulder pain and leg pain. But even so, I persisted in completing the task I asked. Because a little relaxation will delay the expected effect of my plan. Seeing that the sanitary condition of the corridor has been greatly improved, the owners' smiles have become more and more cordial and gentle, and my communication with them has become more and more casual and smooth. My work has gradually been recognized and affirmed by them. In this way, day after day, month after month, I insisted on going upstairs to clean and check. More than half a year has passed, and I haven't seen anyone throw scraps of paper and packaging bags. The corridor is much cleaner, but the phenomenon of throwing cigarette butts still exists. So I collected some bottles and cans that looked pleasing to the eye and put them on the windowsill of the corridor as ashtrays, with a note attached. After a few days, I found my method very effective and they accepted it. All men who like smoking throw cigarette butts into the ashtray. The corridor is getting cleaner and cleaner! In the past year, I have corrected the corridor problem. 4. The problem of throwing garbage bags. Yes, the problem of the corridor is gone, and the problem outside is still there. For two or three units, the owners always like to put their garbage bags at the door of the unit instead of throwing them into the designated trash can. This is another habitual problem. The staff in the unit didn't have time to print on the computer, so I wrote the sign on the wall with black pen and paper, and I posted it where they threw garbage bags. After a long struggle and persistence, they didn't throw them away. 5. Parabolic problem at high altitude. Because the two buildings I am responsible for are commercial residential buildings, the first floor is full of shops, and the above is residential. However, owners of two or three units often habitually throw garbage bags, cigarette butts and melon seeds from the sky to the door of the first floor shop. The owner on the first floor complained so much that I wrote a letter to the owner and posted it at the door of the unit. I put myself in the shoes and consider the overall situation. I was polite, and I also avoided the embarrassment of face to face. My master accepted it. After a few days, the phenomenon of throwing objects at high altitude almost disappeared. I solved another problem! Therefore, I think, as a property cleaner, I should have a work style of loving my job, not afraid of hardship and perseverance. I also thank my master for his awareness of caring for the environment, and he has always supported my work and cooperated well. Because of our efforts, we have a clean and comfortable living environment today. Now, my master has gradually become accustomed to such an environment. Even in the busy season, they try not to bring too many sundries into the building. Seeing that the two buildings under management are getting cleaner and cleaner, and the quality of residents is getting higher and higher, my heart is full of joy and satisfaction!

Question 5: How to improve the service awareness of property customer service 1. Establish the service consciousness of all staff.

As far as property management is concerned, to improve the quality of service, we must first have a sense of service. In other words, you must be able to think of it before you can do it; Only when you are conscious can you act. This is simple to say, but it is not easy for every property manager to do it. Internally, let the superiors serve the subordinates, let the employees face the owners in a good state, and provide quality services for the owners. Externally, it is necessary to constantly strengthen employees to take the owner's business as their own business, so that the owner and the property management company can become a family, so that every owner can truly feel that the property management company is serving them.

The essence of property management is service. Management is the management of specific things, and the management of people, that is, owners (customers), is the service. Since it is a service, we must have a sense of service, which requires property management practitioners to establish a strong sense of service. It is necessary to clarify the characteristics and requirements of the industry you are engaged in ideologically and cognitively. That is: to provide customers with the best service and the greatest convenience; Think more about customers and do better; Create enterprise and its own value with our service and efficiency; Create perfection by heart. This is not only the quality policy and service tenet of property management enterprises, but also the basic quality that property management practitioners should have. With a sense of service, we must constantly sum up experience in order to improve the quality of service. Summing up experience can not only strengthen the relationship between enterprises and owners, but also provide extremely important information for property management enterprises to improve service quality. Property management personnel should make full use of this information, sum up experience and further improve service quality. Mainly to do the following, first of all, to find out the root causes of mistakes in property management. Service failures usually indicate that there are serious defects in the service system, and managers should try their best to find out the root causes of the failures and solve the problems existing in the service system, rather than correcting specific failures on the basis of facts. Secondly, improve the service process inspection. Systematically record and analyze all kinds of service errors, so that managers can find the shortcomings in service quality inspection and take necessary measures to improve service quality inspection. For service work with frequent errors, managers should strengthen service quality inspection and formulate a service error recording system. Property management enterprises should adopt high-tech achievements, establish a management information system by computer, and record the problems complained by owners. Service personnel can directly obtain relevant information, such as the service quality problems experienced by the complainant before, so as to better provide after-care services. Managers can study specific improvement measures according to the types and frequency of service quality problems, so as to improve the quality of property management services in the whole community.

Second, introduce intelligent management.

With the popularization of network system and the improvement of human living standard, people's requirements for living, office and business environment have also increased accordingly. Intelligent living environment has also become the choice of modern people, and the traditional property management model is out of date. Intelligent property management can improve service efficiency, save manpower and reduce the operating cost of property management, which is a great challenge to traditional property management enterprises.

Because residents want to enjoy a simple and convenient home environment, facilities convenient for residents to go out, surf the Internet and pay fees, such as three meters (water, electricity and automatic meter reading, calculation and charging system), all-in-one card (computer magnetic card can be used as access card and charging card) and computer network system, are well received by users.

Therefore, property management enterprises should make full use of automation facilities, increase the scientific and technological content of intelligent property management, and more effectively implement all aspects of management services, such as providing more comprehensive, fast and reliable services in security and anti-theft, using visual intercom control, emergency alarm, electronic patrol system, border defense, disaster prevention alarm and so on. In terms of property services, the use of electronic meter reading, automatic parking lot management, automatic public lighting, electronic announcements and advertisements, background music and voice broadcasting, automatic monitoring of public facilities and automatic document management systems can make property management more systematic, thoughtful and convenient. In terms of property management network information, the information provided by management services can be extended from regional boundaries to non-regional boundaries by means of increasing internet access speed, special e-mail, and obtaining video information at any time, as well as comprehensive wiring or cable TV network transformation, which can provide more information than before ... >>

Question 6: How does the property cleaning supervisor manage employees well? 5 points 1. We should adhere to the system of regular inspection and evaluation. After the outsourcing of cleaning, it is essential to manage the daily supervision and inspection of the company. Regular joint inspection by middle and senior managers of both sides can play a more important role in improving the quality of cleaning. Because after the problem is found, the cleaning company will analyze the problem. Whether it is the problem of unreasonable personnel arrangement, the problem of cleaning staff's work skills or the problem of cleaning tools, the cleaning company will find out the crux of the problem and fundamentally rectify it. This kind of inspection shall be carried out at least once a month. If there are any comments after the inspection, both parties will jointly form an inspection report and keep it as property cleaning materials.

2. Strengthen communication and coordination, and establish a harmonious cooperative relationship. After cleaning outsourcing, we formed a cooperative relationship with the cleaning company. The two sides are two equal subjects, and they are entrusted and entrusted. As the management company of Party A, we can't boss around Party B's cleaning company. Only by respecting each other can we cooperate better. The practice of a good property management company is to hold a coordination meeting every half month to inform each other about the recent work and the next step, and to coordinate some problems in cooperation. The center is that both parties strive to do a good job in cleaning the property.

3. Subscribe to the training of cleaning company in time. There are several advantages for the functional departments of the management company to participate in the training of the cleaning company: First, they have a certain understanding of the skills of the cleaning staff, and they have mastered the basic common sense of cleaning work in the training, which is conducive to the future supervision work. Second, participating in the training can instill corporate culture in the cleaning staff in time and let the cleaning staff know about the property company. We want to make the cleaning staff working under our property proud and improve their work.

4. Incorporate the outsourcing clean management into the quality management system. Process management of outsourcing cleaning; Standardize the cleaning workflow, implement program management, and ensure the quality of outsourcing cleaning from the source.

Question 7: What are the cleaning training contents of the property cleaning company? Property cleaning training mainly includes: 1, moral etiquette training: including professional ethics, polite language, work service attitude, gfd, behavior, etc. The overall quality of employees has been improved, and the whole team will be more professional and harmonious. 2. Cleaning skill training: including theoretical and on-site operation training, so that every employee can use all kinds of cleaning equipment correctly and operate cleaning equipment skillfully. And can master the cleaning process and maintenance methods of building materials and home, and be familiar with special cleaning technology and maintenance of common cleaning appliances. 3. Psychological training: employees are of great significance to the development of the company. The company cares about every employee who contributes to the company, provides psychological counseling for employees, maintains a correct attitude, and makes every employee physically and mentally healthy at work. 4, safety knowledge training: safety first, people-oriented. In the process of work, it is inevitable that there will be some operations in special environments such as high altitude, so that every employee can improve their safety awareness and be flexible in emergencies. This is also the professional performance of cleaning company to avoid bringing unnecessary trouble to property units. Feng Qi Baojie gave a very detailed introduction to Wuhan Property Cleaning Company, qf027.

Question 8: How does the property cleaning service industry go online? Learn e-commerce first, understand some SEO skills, and do SEM in the early stage to pave the way for your own market. Is a process of accumulation. Stick to it and you will always succeed. You can refer to the worry-free network of the property.

Question 9: How to clean the property? It's been over a year and a half. The two residential buildings I am responsible for have changed from a building with many problems and complaints to two buildings praised by everyone in the surrounding buildings. My master and I are sincerely gratified and proud. Here, I'd like to share my feelings and talk about how I do a good job in property cleaning: from the first day I worked in the property, I realized that a good living environment lies in the maintenance and efforts of the cleaning staff and the owners, both of which are indispensable. The key is that our cleaning staff, in order to let the owners form the habit of caring for the environment, must first create a clean and tidy environment for them. With a good living environment, the owners are physically and mentally happy, and over time they have developed the habit of not throwing garbage into the corridor at will. Just like a housewife, she does housework diligently every day, and her family has developed the habit of being willing to tidy up and love cleanliness. So I paid close attention to the corridor 1 from the beginning. I was in charge of the periphery of a residential building with more than 4,000 square meters and 13 corridors. Every day after I clean the periphery, I will carefully clean every corridor of the residential building I am responsible for, and the corners are also swept clean, leaving no dead ends. In fact, it is not easy to sweep these dozens of corridors from the first floor to the sixth floor every day. It takes considerable physical strength to complete. After sweeping every day, I sweat profusely and my clothes are soaked. When you get home, you should change clothes quickly, and your waist is sore and your legs are weak. In order to change the past, it is not enough to clean up. I insist on cleaning the corridor and often wipe it. I wipe the corridor with a mop every two days, and wipe the handrails and windowsills of the stairs with a rag. Every time I drag it, I will bring a steel ball to clean up those cement stains and vegetable stains that are difficult to clean. Still sweating, my hair and clothes are soaked. Shoulder pain and leg pain. But even so, I persisted in completing the task I asked. Because a little relaxation will delay the expected effect of my plan. Seeing that the sanitary condition of the corridor has been greatly improved, the owners' smiles have become more and more cordial and gentle, and my communication with them has become more and more casual and smooth. My work has gradually been recognized and affirmed by them. In this way, day after day, month after month, I insisted on going upstairs to clean and check. More than half a year has passed, and I haven't seen anyone throw scraps of paper and packaging bags. The corridor is much cleaner, but the phenomenon of throwing cigarette butts still exists. So I collected some bottles and cans that looked pleasing to the eye and put them on the windowsill of the corridor as ashtrays, with a note attached. After a few days, I found my method very effective and they accepted it. All men who like smoking throw cigarette butts into the ashtray. The corridor is getting cleaner and cleaner! In the past year, I have corrected the corridor problem. 4. The problem of throwing garbage bags. Yes, the problem of the corridor is gone, and the problem outside is still there. For two or three units, the owners always like to put their garbage bags at the door of the unit instead of throwing them into the designated trash can. This is another habitual problem. The staff in the unit didn't have time to print on the computer, so I wrote the sign on the wall with black pen and paper, and I posted it where they threw garbage bags. After a long struggle and persistence, they didn't throw them away. 5. Parabolic problem at high altitude. Because the two buildings I am responsible for are commercial residential buildings, the first floor is full of shops, and the above is residential. However, owners of two or three units often habitually throw garbage bags, cigarette butts and melon seeds from the sky to the door of the first floor shop. The owner on the first floor complained so much that I wrote a letter to the owner and posted it at the door of the unit. I put myself in the shoes and consider the overall situation. I was polite, and I also avoided the embarrassment of face to face. My master accepted it. After a few days, the phenomenon of throwing objects at high altitude almost disappeared. I solved another problem! Therefore, I think, as a property cleaner, I should have a work style of loving my job, not afraid of hardship and perseverance. I also thank my master for his awareness of caring for the environment, and he has always supported my work and cooperated well. Because of our efforts, we have a clean and comfortable living environment today. Now, my master has gradually become accustomed to such an environment. Even in the busy season, they try not to bring too many sundries into the building. Seeing that the two buildings under management are getting cleaner and cleaner, and the quality of residents is getting higher and higher, my heart is full of comfort and satisfaction! Wu Juying

Question 10: How to do a good job in property management services? Facing this problem, we must correctly realize that property management includes not only management, but also services. Paying attention to commodity management and lacking humanized service can not effectively meet the needs of owners; Outstanding service and inadequate management will lead to the disconnection between management and service. We must look at the problem from the perspective of development. Only by recognizing that management is the fundamental task of a property management company and service is the link that runs through the whole property management work, can we really raise the level of property management to a new level by grasping both management and service. The service object is the owner, and the satisfaction of the owner is the standard to measure the property management service. Therefore, all service work should revolve around this core. The quality of service directly affects the owner's satisfaction with property management, the economic benefits of the enterprise and the reputation of the enterprise, which is the importance of service in the management of our property management company. So what? First, the cultivation of service awareness To do a good job in service, we must improve our service awareness. In other words, we should clearly know that property management is a service industry, and property management enterprises are not * * * management institutions, but service units with equal relations with owners. The agreement signed between the property management company and the owner is an entrusted service agreement. Service level is the only criterion for owners to evaluate property companies. If the service is good, the contract can be renewed. If the service is not good, it will affect our renewal. Take our usual management of illegally parked vehicles for example. If the security guard says, "Hey, your car can't park on the fire escape, just drive away." Will the owner of illegal parking do as you say? If you say, "Sorry, parking is not allowed in the fire escape. Would you please park your car in the parking space? " . I believe that the owners of illegal parking will be very cooperative. It also tells us that the change of service consciousness will make our property management service work better. Second, through learning and training, improve the quality of employees. Learning and training is a process of adapting to new jobs, and it is also a process of mobilizing enthusiasm. Learn from books, from role models and from advanced experience. Through study and practice; Study again and practice again. Proactive in the work, good at finding problems, carefully analyzing and judging the reasons and properly handling them, applying the professional knowledge and skills learned to practical services, gradually improving the service quality through practice, and constantly improving the comprehensive ability of employees to solve problems. To provide standardized, standardized and scientific quality services for the owners and satisfy the owners, a group of employees with working ability and high comprehensive quality are needed. Property management services, seemingly simple and trivial, actually cover all aspects of knowledge and skills, as well as the comprehensive ability to judge, analyze and solve problems. Daily safety, fire protection, cleaning, greening and maintenance work should have relevant knowledge and practical ability, and each work should be put in place in a down-to-earth manner. If some details in the daily work of security guards reflect the quality of our employees, we need to check each other's certificates and say, "Sir (Miss), please show me your certificates." After verification, you should say, "Thank you!" . When an old man or someone lifted a heavy object, he said, "Sir (Miss), do you need any help?" When others thank you, they should say, "You're welcome, this is what I should do." . Our property management company has many services and jobs. Therefore, when dealing with the owners, the norms of their own behavior, including uniform clothing, civilized manners, friendly attitude and friendly language, are the embodiment of the quality of our employees and an important standard for the owners to measure the service level of property management companies. Having a management team with high professional level and strong self-quality requires us to study, train and practice continuously. Third, the enthusiasm of every department and employee is needed to establish a clear and reasonable responsibility system and enhance the ability of management cooperation. Goals should be implemented in the goals of various departments and individuals. Therefore, giving each employee a clear task and responsibility, formulating specific, clear and strict assessment methods, and organically unifying responsibility, right and benefit can ensure the implementation and completion of the target tasks. And effectively guide the behavior direction of employees. The responsibility system must be systematic and thorough. Every level, every department and everyone should be included in every corresponding responsibility system, and the objectives should be decomposed and implemented step by step, reflecting a reasonable division of labor and cooperation. With the concerted efforts of Qi Xin and the implementation of the work, the quality of service is naturally guaranteed. Fourth, strengthen communication with the owners. Another key for our property management company to provide good service is to strengthen contact with the owners and listen to their opinions while improving the service quality. Understand their needs and have any comments and suggestions for our property management company. Solve the problem of the owner and ... >>