How is property management practiced?

I. Meaning:

Even if the host is wrong, don't say that you are wrong, and never offend the host; Even if the reason for the owner's complaint is insufficient or different from the actual situation, the right can be transferred to the owner, and the interests of the property management company will not be harmed.

B, how to correctly understand the owner

(1) The owner is an individual.

First, respect the master, not when the goods are at the mercy. They may not ask you for special treatment, but they should be treated equally with others.

B fully understand, respect and meet the needs of the guests as "people"

C, treat the owner wrong place to be more understanding and tolerance. As a person, the master also has shortcomings. We should not be harsh on our hosts, but be tolerant and understanding.

(2) the owner is the object of service

Everything that is incompatible with the provision of services should not be done, and in any case, the owner should not be angry. Owners "spend money on services" rather than "spend money on gas".

A, the owner is not the object of judgment.

B, the owner is not the object of competition.

C, the owner is not the object of reasoning

D, the owner is not the object of educational reform.

2、 100- 1=0

Meaning:

1) The dissatisfaction of one owner can lead to the dissatisfaction of 100 owners (loss of potential market);

2) The owner judges the service quality of the whole property management company through one thing (halo effect).

The owner of the complaint is a good owner.

Owner's complaint is a key to property development, and owner's complaint is a gift to property.

1) Know the shortcomings of property internal management.

2) Reflect the service quality and management level of the property.

3) Basic contents of quality service: the validity of specifications and the personalization of services, and owners are welcome to complain.

4) Complaining that the owner has three kinds of psychology: seeking respect, seeking compensation and seeking venting.

4、 1= 100

This formula indicates that any employee of the property is the representative of the image of the property. What the property employees say and do to the owners reflects the management level of the property, the quality of all the property employees and the overall service level of the property. If the property employees behave well, the owners will leave a good impression not only on the employees themselves, but also on the whole property. Poor performance will affect the reputation of the whole property. Therefore, the property staff should play the role of a good director in the reception, serve the owners warmly and thoughtfully, and establish a solid image building of the property through the excellent performance of each employee.

5, the owner's satisfaction = the product of the performance of each service personnel.

In this formula, the property staff performed well and provided excellent service, with a score of 100, poor performance and poor attitude, with a score of zero. The impact on the property management company is not the result of the simple addition of each employee's performance, but a product. The better the performance of all employees in the property, the better the employees and the higher the satisfaction of the owners. However, as long as any employee's performance is not good and his attitude is not good, the product of the performance of the service personnel, that is, the owner's opinion satisfaction is zero, the product of the performance of other employees will not help. This formula especially emphasizes the collective consciousness and cooperative consciousness of property employees. Employees should not damage the honor of the whole group for their own personal reasons. Although property employees serve the owners in their respective posts according to their respective service requirements, it seems that there is no connection on the surface, but it is actually a closely linked chain. If this link is broken, the whole chain will fail.

6, service efficiency consciousness

1. Employees go to work 5- 10 minutes in advance every day, prepare equipment and supplies at their respective posts, and tidy up their clothes, instruments and personal hygiene. All the preparatory work has been done fully and meticulously. After starting work, you can provide services quickly. There is no phenomenon that the preparatory work is not fully affected and the service work is delayed.

2. Every employee should receive the owner quickly in their respective posts. The start time of accepting the owner's service shall not exceed three minutes. Only the service personnel wait for the owner, and the owner can't wait for the service personnel. If you apologize to the owner in advance because of busy work, please wait a moment.

3. Every employee should complete the specified workload within the specified time in strict accordance with the working procedures and quality standards. No delay, delay or negligence on the part of the owner. High working efficiency.

The moment of truth: the episode that happened when the owner came into contact with the property, and the first impression obtained from it.

1. Say hello to the host immediately.

Meaning: Instant service only takes one second, but it can make the host feel relaxed and show your concern for the host. If you answer the phone, you must apologize to the interlocutor, and then pay attention to the owner in front of you, even if it is just a smile.

2. Pay full attention to the owner.

Meaning: Once you say hello to your host, let them know that you are important and pay full attention to your host. Look into the host's eyes when you are talking, don't blink or look away, or you will feel absent-minded.

3. 30 seconds before doing it.

Meaning: remember not to always use the same husband style to address the host, which means that the tone and words are very dull, like a robot. Determine whether the owner's mood is anxiety, happiness or anger in the first 30 seconds. If the owners are in a hurry, we must provide fast service more effectively instead of keeping them waiting. Every car owner is different and needs to be handled flexibly according to different situations.

4. Be natural and generous, not hypocritical and mechanical.

Meaning: Don't let the host think that you are doing things mechanically. Language expresses one meaning, but body language expresses another.

Step 5 be energetic

Meaning: Serving the master energetically means that you are "caring" for him.

6. Be the spokesperson of the owner.

Meaning: Take the owner's problem as your own.

Never say "no" to our host.

Meaning: First of all, we are in the service industry, and we are hired to complete some definite work, including supporting the operation of other departments and receiving owners. Service is our job. In order to make our host happy, we must provide friendly and effective service. This is the so-called "meeting the needs of customers". So when you face the owner's request for your service or