How to realize daily property management customer service with comprehensive property management app

The so-called innovation is simply the collective name of creation and innovation, which refers to the generation and application of new ideas and concepts. Specifically, it refers to the process that people constantly reform, update and improve their work with diversified creative thinking on the basis of optimizing their own quality and surrounding environment.

Many people think that property management, as a service industry, is a relatively uncreative industry. Therefore, innovation is not a very urgent problem for property management enterprises. Indeed, compared with the high-tech industry, the property management industry is a seemingly uncreative job. Property management is not as fast-changing as high-tech industries, and new products appear from time to time. But the innovation of enterprises is not only the creation of new products, but also the innovation of services, processes and management models, which is very extensive. As far as property management innovation is concerned, it can be roughly divided into concept innovation, management innovation, human resource innovation, service innovation and management innovation. The following five aspects put forward new ideas and concepts.

1 concept innovation

In reality, constrained by traditional ideas and fixed thinking, people do not have a comprehensive understanding of property management, nor do they have an accurate positioning of property management enterprises. The traditional practice of "emphasizing management and neglecting service" is widespread in the property management industry, while the management concept of sticking to the rules and operating steadily has already flooded some enterprises, who prefer to do their own familiar business. It is believed that only in this way can we avoid risks and ensure no mistakes, which affects the innovation ability of property management to varying degrees and makes property management face many difficulties. To get out of the predicament, we must first emancipate our minds. I deeply understand that property management is an enterprise behavior, not an administrative behavior, not a personal behavior, and its activities must conform to and meet the requirements of market rules. Look at it from a new angle and understand and study it with new ideas.

2 management innovation

Management innovation means that property managers constantly create new management systems, new management measures, new management methods and new operation processes according to the changes of internal conditions and external environment of property management, so as to realize a more reasonable combination of management elements, thus creating new productivity and achieving higher labor efficiency. For example:

2. 1 Establish the owner's complaint system

2. 1. 1 The first question system shall be implemented, and special attention shall be paid to receiving complaints from the owners.

The so-called "first inquiry and first inquiry system" means that every owner (resident) and other visitors, letters and callers (hereinafter referred to as visitors) inquire about any employee of the company for the first time, and employees have the responsibility and obligation to accept and inform them of the solution to the problem or the person responsible for solving the problem. If he fails to fulfill this obligation, the company will punish the first visitor after investigation.

The main contents of the "first question system" include:

(1) Being the first to receive or accept visitors, he is not enthusiastic, does not take the initiative to listen to opinions, and perfunctory.

(2) Not within the scope of their own work, and not telling themselves who they can or should find to solve. They lead tourists to the person in charge and are afraid of trouble, without telling or guiding them.

(3) Fooling and deceiving visitors beyond the scope of their duties, resulting in unresolved or unsolvable problems and affecting the company's reputation.

The investigation measures taken are as follows:

(1) Take the management office or department as the responsible unit, and deal with it as soon as it is found; If the person in charge of the management office or department refuses to handle it, the person in charge will be punished when the company or company investigates the complaint and carries out the investigation.

(2) The punishment is mainly a fine. If the circumstances are particularly serious and the consequences are significant, the company will be demoted and dismissed.

In the process of serving the owners, if we pay close attention to this first level, many problems can be dealt with in the embryonic stage, which not only prevents the problem from expanding, but also digests the misunderstanding caused by different understanding views.

2. 1.2 Establish a "24-hour service center" to strengthen the handling of complaints from owners.

In the past, in property management, the management office was the basic unit to handle complaints from owners. Through analysis, there are at least three shortcomings. First, the complaint is not smooth, the owner is afraid of trouble, afraid of offending the management office, and gives up the complaint. Over time, more and more problems have been caused; Second, the supervision is weak. In the assessment of the work of the management office, there is an indicator of the complaint rate. Due to the inaccurate nature, some management offices are afraid of being criticized, not counting, and even deceiving their superiors and deluding their subordinates, reporting good news instead of worrying; Third, the efforts to solve the problem are not enough, because the management office is the basic solution unit, affected by factors such as funds and sense of responsibility. Some management offices do well, others do badly, and their work is arbitrary.

A 24-hour service center is now set up to receive all calls and complaints from the property management community under the jurisdiction of the whole company. The advantages are: first, it is convenient for the owners. Call at any time to accept, save time and trouble, and ensure that the owner has no worries. Second, the problem was dealt with in time, and the phenomenon of procrastination and indecision was put an end to. As long as the owners have complaints, the 24-hour complaint center can mobilize manpower and financial resources throughout the company to provide convenient services to the owners in time. Thirdly, the service quality of property management is improved, because the 24-hour service center tracks the quantity and quality of complaints from the management office to the owners. In order to reduce complaints, the management office must improve its working attitude and methods in order to realize property management more effectively.

2.2 Red, yellow and blue card system

With the continuous development of the property management industry, the contradictions and disputes between property companies and owners' committees have become increasingly prominent, and government departments and associations feel very difficult in dealing with such problems. People think that the "red, yellow and blue card system" on the court can introduce property management.

The introduction of this system in property management is simple and the operating rules are not complicated. The blue card symbolizes peace. If the owner or tenant is satisfied, he can fill out a blue card or write a simple opinion on it. A yellow card represents a warning. After accumulating a lot of opinions, he can directly fill in a yellow card and ask the property management unit to rectify within a time limit, or directly fill in a red card. A red card means refusing to cooperate. If the property management unit cannot satisfy the owner, it can be sent off with a red card.

Each household has two blue cards, two yellow cards and two red cards, one of which is the evaluation of the owners' committee and the other three are the evaluation of the property management company. On the 30th of each month, it will be sent to the owners on the first day of each month, asking them to fully exercise their voting rights, express their opinions and put them into the designated mailbox of the community (except for going abroad or on business trip, it is required to fill in the number of votes, otherwise it will be regarded as abstention, and the next round of voting can only fill in the number of votes for next month, not across months). On Saturday in the last week of the end of the month, the Property Management Association and the Property Management Administration Department will openly sing tickets and collect opinions. Owners can easily fill in 72 votes a year, and property management associations and government departments can easily collect the voices and opinions of owners.

This can avoid wrangling and endless entanglement between owners, property companies and owners' committees. At the same time, every owner has a channel to fully express his suggestions and opinions. If there are opinions, he will take the initiative to complain, giving the owners' committee and the property management company a full opportunity to make corrections and improvements within a certain period of time. For owners' committees and property management companies, the supervision of owners and tenants is a kind of supervision and spur, which makes property management companies be prepared for danger in times of peace. Government departments and associations can find problems and propose solutions in time by constantly improving and improving their own service and management quality, and the pressure is not so great. One year later, the competent government departments and associations can decide the upgrading, demotion, rewards and punishments of the owners' committee and the property management company according to the voting results and through certain proportion and index calculation. Judges of the government and associations can also convince owners and residents that they can conduct dynamic management and supervision without spending more time and energy on unnecessary disputes and frictions. What is important is that, as the owners' committee, the rights of property companies are not that great.

Of course, it is impossible to achieve absolute justice by adopting this system. Only through it can we reduce unnecessary troubles and disputes as much as possible and reduce unnecessary disputes that are not conducive to the development of the industry and social progress.

2.3 Salary-based property management

The so-called single-bill property management means that the owner pays the bill according to his satisfaction after enjoying the services of the property management company. The property management company provides services to the owners according to the agreed service items, and grades the service items of the property management company within the agreed service period. Pay the corresponding property management fee according to the rated value. The charging method adopted by the property management company is to issue the scoring table to the owners five days before each quarter and investigate the owners five days after each quarter. After a comprehensive evaluation of the owners, the property company obtains the service satisfaction rate, and finally determines the property management fee that the owners should pay according to the satisfaction rate.

2.4 Owners complain about compensation from Consumers Association

The company can set up an "advance compensation Committee" with the Consumers Association and pay a certain amount to the Consumers Association as compensation. If the owners complain to the Consumers Association about the quality of their property management, the Consumers Association will compensate the owners directly according to the relevant quality standards. This can avoid the possibility of behind-the-scenes operation of developers and their crony property companies to a certain extent, and safeguard the legitimate rights and interests of consumers.

Property management should not stick to the rules. Property management practitioners should constantly create new methods and measures according to changes to promote the optimization of the whole environment.

3. Human resource management innovation

Property management companies should strive to build a professional property management team that is highly matched with customers' needs, including establishing a flexible incentive mechanism and elimination system, stimulating employees' professionalism and cultivating a sense of corporate cultural belonging to retain and stabilize talents.

3. 1 Incentive mechanism (1) aims to motivate employees to engage in any work, hoping that the company where they work can have a clear work goal, and guide employees to work around this goal, and finally achieve and realize this goal. Therefore, the company must have a detailed development plan, which stipulates what goals to achieve every year, whether to create a national excellent property management building (community) or to pass ISO9000. Only when the goal is clear can employees have the direction of struggle and the motivation to work.

(2) Spiritual encouragement As the saying goes, the power of example is infinite. The working ability and personality strength of an important leader in a unit will directly affect the enthusiasm of employees. As the leader and main manager of the property management company, we should set an example everywhere, take the lead in setting an example, and influence and mobilize the enthusiasm of employees with our own examples.

(3) The main purpose of rewarding and motivating people to work is to obtain the material foundation needed for survival. Before people's lives have reached a rich level, the role of material rewards is very important. Therefore, in order to arouse the enthusiasm of employees, we must fully embody the principle of fair distribution, give certain material rewards or rewards to employees who have outstanding work performance and abide by the company's management regulations, and use incentives to stimulate employees' work enthusiasm and creativity.

(4) Welfare incentives sign labor contracts with employees, and purchase pension, housing provident fund and medical insurance for employees. At the same time, according to the company's operating conditions, we will implement welfare measures such as year-end double pay, paid vacation, birthday gift, food subsidy, centralized free laundry, etc. to ensure the welfare of hard work, relieve employees' worries and let employees devote themselves to their work.

(5) The needs and pursuits of honor motivators are hierarchical. When the basic work needs and material benefits are met, they often yearn for various honors. In this case, the property management company should try to meet the needs of employees in this respect. Employees with excellent work performance, high quality and strong business ability should be upgraded to a higher level to make their jobs consistent with their work ability; Honorary titles such as excellent service pacesetter and advanced individual are awarded to employees who have outstanding performance in complying with the company's management regulations and are well received by users, and their main deeds are vigorously publicized in relevant newspapers and periodicals and publicity columns; Employees with high quality and good development potential can be sent to study and training to improve their business ability.

(6) Participating in encouraging the development of a unit is closely related to the vital interests of employees. Employees are very concerned about the development of the company. If we can listen to the opinions and suggestions on the management and development of the company, or regularly carry out rationalization suggestions and organize employees to participate in various management work of the enterprise, employees will take the company as their home, devote themselves to their work with the spirit of being masters, and glow with strong work enthusiasm.

(7) An important factor affecting employees' work enthusiasm is unfair incentive standards. Therefore, strengthening the assessment incentives and improving the assessment system are important measures to avoid affecting the enthusiasm of employees. In practice, we should do the following: First, equal opportunities, so that all employees are on the same starting line, have the same working conditions and use the same assessment standards; Second, the degree of rewards and punishments should be consistent with the merits and demerits of employees; Third, the implementation process of incentive measures should be made public. Only in this way can we really mobilize the enthusiasm of employees.

3.2 Last elimination system "Last elimination system" is implemented to improve the professional quality of employees and serve the owners.

The so-called "bottom elimination system" is a way for the company to eliminate 3 ~ 5 people at the bottom from the labor contract with poor performance, poor performance and lax discipline this year.

The basis for determining the final elimination mainly includes:

1 car owners complained the most this year;

2. The performance or benefit of this year is the worst;

(3) A major safety accident occurred this year, resulting in a major criminal case due to dereliction of duty and a fire due to negligence;

(4) being laid off due to violation of discipline, and there is still no obvious correction;

Do not obey the work arrangement of the superior and threaten the management personnel, and the circumstances are serious;

6 Fighting or threatening to hurt others;

Taking advantage of his position, accepting improper property and enriching himself;

8. Taking advantage of his position, harming public interests and private interests, and encroaching on the company's finances;

Deliberately damaging the reputation and credit of the company, or causing heavy losses to the company due to gross negligence;

10 Who steals from the company and colleagues;

1 1 Management personnel cause heavy losses due to dereliction of duty or mismanagement;

12 divulges important company secrets;

13 absenteeism or frequent lateness that causes losses to the company;

14 employees are punished by public security or investigated for criminal responsibility according to law;

15 other serious disciplinary personnel identified by the company.

Ways to eliminate the bottom:

(1) At the end of each quarter, each department management office must sort according to the performance of each employee and report it to the company office in the form of quarterly employee appraisal form;

(2) The trade union organizes relevant personnel to form an evaluation team to conduct comprehensive evaluation of employees throughout the year and select the worst 3-5 people in the whole company;

(3) Report to the general manager's office, which will decide to dismiss the last employee.

On the basis of the last elimination, it is clearly stipulated that the employees who have been complained the most by the owners throughout the year will be disqualified from the company. In this way, employees' awareness of taking complaints from owners seriously has been strengthened, and their service attitude and quality have been continuously improved.

3.3 Corporate Culture Construction It is not dispensable to carry out various cultural and recreational activities. It is an important way to subtly focus on the core values of the enterprise, condense the combat effectiveness of the enterprise team and promote the progress and development of the enterprise.

(1) set up an enterprise literature and art propaganda team to carry out activities.

(2) Organizing holiday tourism activities.

(3) Carry out dialogue activities between the general manager or supervisor and employees.

(4) knowledge and skills competition activities

(5) Carry out activities to learn advanced corporate culture.

(6) Establish interest groups and activity groups.

4 service innovation to establish a "customer service satisfaction system"

1 goal-two concepts of service satisfaction-full tracking, three clean family services-clean office and living environment, clean computer room, clean equipment-no leakage, no leakage, no oil leakage-good equipment operation and maintenance, good sanitation and greening maintenance, good safety etiquette and safety management, good management service quality and attitude, and good

5 Business innovation

Constantly creating new enterprise products, new services and new consumers is not only the purpose of innovation of property management enterprises, but also the social mission of enterprises-promoting the development of property management. The performance of property management innovation: first, regard property management as a kind of business behavior of enterprises, strive to find new market demand, new users and new opportunities in the whole activity, and actively explore new markets; Second, in terms of service content, we should grasp the market rules according to the owner's demand, create new service items, and guide the owner's consumption in a predictable way.

In addition to the above five aspects, the innovation of property management enterprises has its special place. Property management is a very meticulous work. So the innovation of property management also exists in some details, such as a small change in maintenance work, which may bring considerable benefits to enterprises. The innovation of property management needs the care and patience of "details see spirit", "if you don't choose trickle, you can't become a river" The accumulation of innovation bit by bit will eventually converge into a river of power for the development and growth of enterprises.

In short, the road to innovation is the road to success. In the fierce market competition, enterprises can only strive for survival and development space under unfavorable conditions and adversity if they are based on innovation, dare to break through "old ideas" and "old stereotypes" and constantly create and apply advanced ideas, scientific methods and novel technologies to transform enterprises. Only when all participants are determined to forge ahead and innovate constantly can a cause be full of vitality and flourish. Although the property management industry has experienced nearly 20 years of ups and downs and the property management market has begun to take shape, we should see that the development of property management in the 2 1 century will still be full of difficulties. Faced with these difficulties, only innovation can develop and only development can make progress. 2 1 century is a century of innovation, and innovation will play an increasingly important role in social life, production, operation and management activities. Property management must conform to this trend. Under the guidance and cooperation of the government, owners and developers, managers keep innovating and actively exploring to promote the continuous development and improvement of China's property management.