What are the precautions for the property company to reply to the owner's complaint?

Owners who often deal with unreasonable complaints are usually emotional and often unable to express their feelings because they are eager to express themselves, so you must listen to their stories patiently and leave yourself enough time to prepare your reply.

be careful

In the process of listening to the host, you must be careful and pay attention to important details, which will usually bring you greater advantages.

Listen first, then say.

As the saying goes, know yourself and know yourself, so you must abide by this law, let the host talk enough first, and never interrupt the host. As the saying goes, if you talk too much, you will lose it. Listen patiently, wait patiently for the other person to say something wrong in the process of listening and speaking. With the help of his saying something wrong, go out and ask your subordinates to pour him a cup of tea, so as to get the upper hand and make you more meaningful.

Pay attention to your discretion in speaking language.

Polite hospitality is a necessary condition for handling complaints. Stay calm and polite, speak clearly but clearly enough, and have an amiable tone. Never contradict your master.

Don't talk to the owner about the details.

As the saying goes, harmony is more important, don't argue with your master. Even if you have the upper hand in a certain detail, you will often not get a satisfactory result in the end, let alone persuade the owners endlessly, otherwise it will often have the opposite effect.

Keep your eyes firm.

When communicating with the owner, you should look directly at the owner and show firm confidence. The more determined you are, the more you will shrink back. Don't give your fears to your master, or he will push his luck and make more unreasonable demands.

outflanking tactics

There are some problems you can't solve. When you talk to your boss, you need to take circuitous tactics step by step, so as to buy yourself time to think, such as talking as much as possible about the background of your company and lamenting the hardships.

Look for topics that owners like to talk about.

The so-called doing what you like is the truth, that is, narrowing the distance with the owners and maintaining affinity.

Reasonable concession

Sometimes handling complaints is like negotiating, preparing your own chips and bargaining with customers. In most cases, many owners complain about property companies in this way; Because your skills have not reached this level.

10 Don't make promises.

Once you make a promise, you must fulfill the exchange, otherwise the host will feel that you have lost trust, so you must reply carefully.

1 1 Don't trust the owner blindly.

Owners' complaints are sometimes caused by misunderstanding, so it is very important to give a reasonable explanation. Keep a cool head, analyze the problem objectively, trust your subordinates and colleagues, but don't show distrust of the owner, otherwise the problem will become more and more serious and can't be cleaned up.

Trust your boss.

Some complaints should be dealt with decisively by your boss when you can't handle them yourself. I believe your boss and other colleagues will solve the problem. In short, with the rich accumulation of management experience, I believe that everyone's ability to handle complaints will improve with time. As long as you believe in yourself, you will give yourself confidence and hope not to shrink back.