How to communicate effectively with owners of various personality types

Below, I will use cases to talk about how to communicate effectively with various owners.

First, rational.

-such owners account for the vast majority, and everything is easy to discuss. As long as you are "sensible and emotional", open your heart and act openly, the friction and war caused by misunderstanding will naturally gradually disintegrate and thaw.

Second, melancholy.

-such owners look at everything in gray, and even see only the dark side of things everywhere. Because of family and marriage conflicts, or because of career or work changes, they take it out on the property management company when they are upset, or even make trouble without reason. As a provider of property services, they must dare to undertake and serve patiently as always.

Third, emotional.

-These owners often change with their moods. When communicating with property management personnel, their attitudes fluctuate with their personal moods.

Case 1: Our community stipulates that in order to keep the lobby clean and tidy, all decoration materials and garbage must be transported by the elevator hall on the second floor. An owner claims to know a central leader and is friends with a developer. He is engaged in quality system certification. During the renovation, he ignored the property regulations and piled up materials such as cement and ash at the entrance of the lobby on the first floor. The decorators messed up the lobby on the first floor during the handling. When the security guards in the management hall came forward to stop it, they clashed with their decoration workers. When the two sides were pushing and shoving, the owner's old mother accidentally fell down and the owner reported the police. When I arrived at the scene, I saw that the owner was emotional and the police's position was obviously biased towards the owner. I immediately realized that now is not the time or place to be reasonable. I should immediately control the situation and try my best to calm it down. I bowed deeply to the owner's mother in front of everyone at the scene and several policemen. On behalf of myself and the management office, I deeply apologize for the old lady's fall, and sincerely request that the old man be arranged to see a doctor first, and all expenses will be paid by the management office. At that time, everyone on the owner's side was shocked, and the excitement suddenly subsided and the tone became relaxed. Finally, the owner put forward some suggestions for our work, such as stipulating that the decoration materials must go to the second floor, which should be clearly written in the decoration management agreement signed by both parties, which is very reasonable. Afterwards, I personally took the fruit to visit the host's mother several times. Now, the shopkeeper and we have become good friends.