What should a property manager do in the face of a grumpy owner?

Property management is a service industry that is never perfect. The service goal of the property management company is to satisfy the owners and users 100% and provide perfect services for the owners and users. But in actual work, there will always be some thoughtless and imperfect places. Moreover, there are all kinds of owners or users in the area, and their individual needs are different, so there will always be owners or users who are dissatisfied with the property management work. Therefore, properly solving owners' complaints is the foundation and core of property management companies. Just as war and peace are the eternal themes of mankind, the handling and settlement of disputes and contradictions are also the eternal themes of property management companies. Because the property management company is a full contact service industry, disputes and contradictions are inevitable.

Therefore, property practitioners should follow the following four principles when handling complaints from owners:

First, the principle of empathy In the process of handling property management complaints, we must take safeguarding the interests of the company as the criterion, learn to empathize, respect and understand the owners as the premise, control our emotions with a positive, sincere and serious attitude, and change the owners' mentality with a calm and peaceful attitude, so as to handle complaints. In the process of handling complaints, the attitude of "serving the owners" should always run through.

Second, there are laws to follow and the principle of moderate refusal. The staff of the customer service center should have the ability to identify valid complaints and invalid complaints. In the case of stabilizing the owner's mood, it is necessary to identify valid and invalid complaints and improve the work efficiency of property management companies. All complaints that are included in the property management regulations in the terms of the contract signed between the property management company and the owner are valid complaints; Any complaint that does not fall within this scope is invalid. If the company's human resources permit, we can help solve the invalid complaints, otherwise we can boldly refuse them, so as to avoid the owners from developing the dependence psychology of relying on the property management company for everything, which will bring a lot of inconvenience to the company's daily management.

Third, the principle of rapid response should quickly and accurately identify whether the owner's complaint is effective. If it is a valid complaint, it should be resolved on the spot. If it cannot be solved on the spot, it will be handed over to the relevant functional departments at the first time. The first responsible person (that is, the complainant) should follow up the handling of the incident in time and inform the owner in time.