Skills of handling owners' complaints

Skills for handling complaints from owners 0 1

Correct mentality and adjust mood.

Now that the owners have complained, it is certain that most people are in a bad mood and have poor speech. Property management personnel should understand and understand the mood of the owners, adjust their mentality in time, and don't criticize Mai Mang, even more excited than the owners. Because you put yourself in the other's shoes: if you are wronged somewhere, who do you want to talk to or even vent? Are you the most trusting and kind person? Owners complain to you, in addition to thinking that property management personnel should do their duty, there is also a mentality of trusting you and treating you as a friend. In this way, the mentality of the reception staff can generally calm down.

02

Try to appease the owner.

When the host enters the door, be sure to ask him to sit down, because the average person's mood after sitting down is calmer and more leisurely than standing. Everyone knows the idiom "righteous words". Physiologically, it may be that everyone loves you, so remember not to let the host stand and talk. After sitting down, immediately pour a glass of water for the host, put out the fire and calm down. Property management personnel should not underestimate this detail, this "small" action of sitting and pouring water will make the owner feel that you respect him and value him. As a property manager, we must understand that even beggars need to be respected, not to mention the "food and clothing parents" of the property management company-the owner! This will lay a good foundation for the next reception.

03

Pay attention to the occasion

And the number of receptionists.

China people's concept of face is particularly heavy, especially Chongqing people, who would rather lose their heads than face, which requires property managers to pay attention to the occasions when they receive complaints. If you encounter a complaint from the owner in the community, try to lead the owner to the office, preferably a single room, with as few irrelevant personnel as possible, because there are many people in the public area and the impact is great. Once there is a dispute, it is easy to cause onlookers, and both sides can't get off the stage, which is not conducive to solving the problem. On the contrary, it is easy to trigger a "complaint meeting" with the property management company. Don't let the property management personnel speak, or even gang up, it will give the owners a sense of strength, and even produce very strong resentment and resistance. Especially after the leaders come forward, other personnel should leave in time and don't confront each other face to face, because as a property manager, you have to understand that this is not a court, and there is no need to fight for who wins or loses. Practice has proved that the property management personnel and the owners of complaints argue, even if they win in the end, at most they win the truth and lose their feelings. It is precisely the price of losing feelings that any property management enterprise is unwilling to pay.

04

be respectful and polite

Say "sorry" more.

If you are a person who never gives up, I suggest you engage in sports activities and never engage in the "doormat" work of property management. Many supermarket shops have a saying: "The customer is always right", and they all agree that the property management industry is also applicable. When dealing with complaints, the sentence "I'm sorry" is always the most frequently said. Even in some unreasonable words and behaviors of some owners, they try their best to find out their reasonable details and words. In the sincere and enthusiastic voice of "sorry", we can clearly feel and even see the owners changing from dynamic to static, from cloudy to sunny, from angry to happy.

05

flatter

Give the owner a "powder"

I hate to hear people say that others are "low-quality" and "unreasonable", and I often feel that people who always say that others are "low-quality" and "unreasonable" are not much better than themselves and are not very reasonable. When handling complaints, regardless of the willy-nilly, first "forcibly" classify the complainant as a high-quality and reasonable person. Imagine, if it is you, since others think that you are a high-quality and reasonable person, how can you be so unreasonable and unreasonable? At least you should restrain yourself a lot. People are like this: "If you say I am reasonable, I am really reasonable;" You say that I am unreasonable, and I am even more unreasonable! " Put a tall hat on the host. Giving the car owner "powder" is a kind of psychological suggestion, which works well every time.