How to improve the quality of property service

This will be the key factor for the long-term development and brand formation of property management enterprises. Undoubtedly, property management belongs to the service industry. With the rapid development of the property management industry, the competition among property management enterprises is becoming increasingly fierce, and problems such as irregular operation of property management enterprises are frequently exposed by the media, which makes the social evaluation of the property management industry face an unprecedented crisis and greatly affects the living and development environment. Property management enterprises urgently need to standardize their operations, fundamentally improve their competitiveness and achieve sound and rapid development. In the service practice of property management, I deeply feel that in order to achieve sustained and healthy development, property management enterprises must strive to achieve the harmonious unity of internal natural beauty and external normative beauty. First, grasp the key factors of people in service and form natural beauty. Undoubtedly, the main body of property management services is the specific employees representing property management companies. Wearing company uniforms and fulfilling all the obligations of service, their words and deeds affect the cognition of owners or customers and determine the quality of property services. Everyone in the industry knows that employees in the property management industry mainly come from high-end knowledge and low-end physical strength. The number of high-end employees is relatively small, mainly concentrated in the management and technical level, with relatively little contact with owners or customers, but it determines the service concept and service process of the enterprise; There are a large number of low-end employees, mainly focusing on professional services such as cleaning, security, greening and maintenance. They have been in the front line of service for a long time and have frequent contact with owners or customers, which directly reflects the service image of property management enterprises. If the property management company analyzes the information of customers' complaints, it will find that the complaints with the strongest reflection and the worst influence are often concentrated on the poor service attitude of front-line employees. As the saying goes, "a good word warms the spring and a bad word hurts people", employees' care, disrespect and enthusiasm for the owners will leave irreparable wounds in the hearts of the owners or customers. The service attitude of employees mainly depends on the basic moral cultivation of employees, the training status of employees and the cultural concept of enterprises. The so-called "innate natural beauty" is to motivate, beautify and shape employees in human resource management, so that beauty can be internalized into the spiritual quality of employees, which is manifested from the inside out and reflected in service practice. First, accurately analyze and master the group characteristics and needs of front-line employees, and carry out targeted incentives. First-line service employees mainly come from rural labor force and urban unemployed. The main characteristics of this group are economic embarrassment, self-esteem in personality and ideological belonging. This is an important basis for property management enterprises to arrange incentive system, but most property management enterprises have major defects in this respect. Some property management companies still have serious employment discrimination, especially for migrant workers, who blindly use the binding punishment system, use the "big stick" at every turn, lack the incentive system of positive traction, and there are many limitations in management performance. The second is to shape employees and let them learn to establish a correct professional concept. At the beginning of employees' employment and in the process of work, we will constantly strengthen employees' professional awareness, actively train employees in cross-post knowledge and skills, guide employees to eliminate the concept of "working in Beijing" and establish a long-term career development concept; Guide them to eliminate the simple understanding of "working to make money, earning a sum and leaving" and establish the concept of learning to get rid of poverty, increase skills and manage life; Guide them to learn the advanced concepts of developed areas, "even if you want to go, you should take away the civilized concepts of big cities;" Even if you return to your hometown, you will become a different farmer because of this experience; Now that we are in this organization, we should learn something and gain something. "Third, put yourself in the employee's shoes. Spare no effort to help employees' children attend kindergartens and schools; By adding indoor electric fans and taking a bath, the problem of difficult accommodation for security guards was solved. In hot and humid weather, send watermelons or cool drinks to front-line employees. Through concrete actions bit by bit, let employees realize the concern of the organization, bring employees closer to the enterprise, feel that they are "organized" people to rely on, and then consciously safeguard the interests of the organization. Although the above methods will not make all employees form a sense of active service, they can effectively change their ideological concepts and professional attitudes, so that employees can form heartfelt incentives, and then produce conscious, active and heartfelt services, "taking the owner's business as their own responsibility." This kind of service based on ideological quality is bound to show the beauty of mind, language, behavior, harmony and nature. Second, improve the institutional factors in property services and form normative beauty. Needless to say, there are still various problems that a few illegal enterprises encroach on the interests of owners in the property management industry, but it is undeniable that the property management industry is constantly standardizing. The service standardization, refined management and image branding of property management enterprises have attracted more and more attention in the industry. Specification is a service requirement, accuracy is a management requirement, and brand is a development requirement. For property management enterprises, especially emerging property management enterprises, in order to achieve rapid development, the first task is to achieve standardized services and lay a solid foundation, that is, through system construction, to give the outside world the external beauty of standardized operation and standardized management: First, abide by the law, be honest and trustworthy, and standardize operations. Property management is a low-profit industry. Coupled with the escalating market competition, some property management companies rush to fat, regardless of the cost of contracting projects. The direct consequence is to pass on the cost by encroaching on the legitimate rights and interests of owners or customers, and eventually there will be disputes between owners and property management companies. In view of this, the state and local governments have issued many policy documents, such as "Regulations on Property Management" and "Measures for the Administration of Property Service Charges", to regulate the operation and operation of the property management industry. This is a problem that far-sighted property management enterprises must pay attention to in the long-term development. It is the core hierarchical system of property management enterprises and the "constitution" that property management enterprises will faithfully implement. Property management enterprises must conduct careful combing and systematic learning, not only learn to use the law to safeguard their legitimate rights and interests, but also consciously abide by the law and standardize their operations, especially to handle the relationship between immediate interests and long-term interests. The second is to improve enterprise rules and regulations and accurately set up service processes. Anyone who has watched the TV series "Big House Gate" has a feeling that "big housekeeper" plays a very important role in a family. The projects undertaken by property management enterprises mainly include comprehensive services such as security, cleaning, maintenance, greening, equipment management and housekeeping. Their business scope is wide, labor-intensive and their service content is rich. In essence, they act as "stewards" of hundreds of families, with great responsibilities. In order to manage their huge booths and serve many owners or customers, it is necessary to form complete enterprise rules and regulations and manage employees well. In terms of service, we should also combine the actual situation to achieve precise, accurate and full coverage. Fine means that the service process should be comprehensive, meticulous and perfect, so as to be the most meticulous and operational; Accuracy means that the service process design should be to the point, with clear division of labor and strong practicability and pertinence; Full coverage means that the property records should be fully covered, the division of responsibilities should cover the service items, the staffing should be covered in place, and the departments and posts should be "seamlessly connected". There should be no property omissions, let alone management omissions and unattended matters. Only when the main employees who provide services perfectly combine the heartfelt voluntary service with the normative constraints of the enterprise system, can the property management enterprise truly realize the standardized operation and service in place, realize the good cooperation between the property management enterprise and the owner or customer based on integrity and quality, form a good reputation and a good reputation in development, and fundamentally promote the brand building of the property management enterprise. Perfection, Excellence and nuance will be the long-term pursuit and goal of property management enterprises. 2. The Way of Property Management, Wang He, Machinery Industry Press.