Is it reasonable to find property complaints for the rectification of defects in finely decorated houses?

Service industry, and as a service industry, it is impossible for property management companies to put an end to complaints from owners and tenants. If you do a good job, the landlord and tenant may not praise you, but once you do not do well enough, the landlord and tenant will definitely complain about you.

Why are you complaining? It refers to the behavior that owners and tenants (i.e. property owners and users) ask property management companies to solve their problems or directly report them to the relevant competent departments because of their dissatisfaction or complaints about the quality of houses, the operation of facilities and equipment, neighboring relations, service quality and service attitude. Handling complaints is an important task in the daily management and service of property management enterprises, and it is also the best way to communicate directly with owners and residents.

Advantage 2: Analyze the causes of complaints.

As the saying goes, "gold is not enough, and no one is perfect." Although the property management company is conscientious and conscientious, it is impossible to make the work perfect. Therefore, complaining is inevitable. The reasons for the complaint can be summarized as follows:

1. Housing quality: such as water seepage, cracks in internal and external walls, broken or blocked pipes, blocked sewers, etc.

2. Property facilities: such as water and electricity, gas or cable TV, anti-theft system, etc. Not in place, the garbage room layout is unreasonable, the parking space for vehicles is insufficient, and there is no leisure and entertainment place or activity room.

3. Equipment and facilities: For example, elevators often break down, and the anti-theft access control electronic system cannot be used normally.

A. Service attitude: such as poor manners, rude words, blunt attitude, cold frown, etc. of property management personnel.

B. Timely service: such as low work efficiency, slow speed in dealing with problems, untimely maintenance, delay, etc.

C service quality: if personal and property safety cannot be guaranteed, the environmental sanitation is dirty, chaotic and poor, and the green land is overgrown with weeds, the maintenance and repair rate is high.

D. Service items: mainly refers to the single property service items provided by property management companies, which cannot meet the needs of owners at different levels.

5. Management fee: mainly dissatisfied with the property management service fee and various apportionment fees, such as high property management fee and uneven or unreasonable apportionment of various public energy consumption.

6. Unexpected events: such as sudden power failure, trapped elevator, indoor theft, flooded home, accidental fire, lost vehicle, personal belongings damage, etc.

7. Neighborhood: refer to various complaints from property management companies, such as water leakage and noise. , mainly the contradiction between operators and neighboring operators.

Advantage 3: insight into the motivation of complaining

Fully understanding the property management complainants and their mentality is the key for property management practitioners to deal with property management complaints. Only by knowing ourselves and ourselves can we be invincible.

1. Complainant category:

A. professional complainants. These people keep complaining for different reasons, hoping to get more economic benefits or compensation directly or indirectly in this way and provide them with super high service standards. The content of a complaint is often a minor problem, but the complainant always tries to exaggerate it.

B. the complainant of the problem. Most of the property management complaints fall into this category. They are dissatisfied with the problem, but they don't want to make a mountain out of a molehill. They just want to reflect their problems or dissatisfaction through various effective channels so that they can be properly handled.

C. potential complainants. This complainant has reasonable reasons to complain, but for some reason, he doesn't want to complain, although he sometimes "complains" to relatives and friends or complains endlessly. Such a complainant will only become a problem complainant if he is "forced to go to Liangshan".

2, the complainant's mentality

A. one of the mentality: seeking respect. This mainly refers to those owners who have status, wealth and other types (such as feeling good about themselves). ). They are often loud and fierce, and sometimes they even make a scene and are full of domineering. They tried to remind the property management company through this series of behaviors: you should pay attention to me, respect me and do things for me.

B. The second mentality: seeking to vent. The owner of this kind of mentality, because he has been wronged to varying degrees in his work and family life, has caused psychological deviation or imbalance, and wants to vent his depression or unhappiness by trying his best to find a complaint point for a trivial matter, so as to satisfy his psychological comfort.

C. The third mentality: seeking compensation. "duplicity" is the best psychological expression of this kind of business households. Such people are often not fierce. When he came, he didn't go straight to the point, but honeyed words and praised this and that, which made the property management staff confused. Before he came to his senses, he suddenly changed the subject and got down to business in order to get financial compensation.

D. mentality 4: seeking answers. Business households do encounter problems and hope to help or coordinate through property management companies.

Advantage 4: Treat complaints rationally.

Property management complaints are not terrible, and can be said to be inevitable. We should understand and treat all kinds of property management complaints of business households with a correct attitude:

1. Accepting and handling all kinds of property management complaints is an important part of property management and service, and it is also an important way to improve the service and level of property management. Handling property management complaints well can not only correct all kinds of mistakes or deficiencies in property management and service operation, but also maintain and improve the company's reputation and image.

2. Accepting and handling complaints from business owners is not a pleasant thing for property management companies, but if we can treat property management complaints correctly and turn them into an opportunity to eliminate misunderstandings, improve management and deepen communication and contact with business owners, bad things will become good things.