What are the characteristics of property management services?

Characteristics of property management services

(A) the publicity and comprehensiveness of property management services

A transaction relationship is formed between the property management enterprise and the owner based on the property service contract, and the subject matter of the transaction between the two parties is property management service. Different from one-to-one transaction, property management mainly refers to the maintenance, conservation and management of houses, supporting facilities and related sites, and the maintenance of environmental sanitation and public order in related areas, with emphasis on * * * parts and * * * facilities of the property. The * * * parts and * * * facilities of the property are not owned by a single owner, but all or part of the owners in the property management area, which makes the property management service different from the special service provided for a single customer and has the public nature of providing service products for a specific social group.

From the content of the property service contract, the property management matters agreed between the property management enterprise and the owner are comprehensive, including not only the maintenance of the parts and facilities used by the property, but also the greening, cleaning, transportation and vehicle maintenance of the property management area, which makes the property management service different from the special service business entrustment between the owner and the professional company.

(b) the breadth and diversity of beneficiaries of property management services

The publicity of property management services determines the extensiveness and diversity of its beneficiaries, which is a remarkable feature of property service contracts different from general entrustment contracts. First of all, the service content, service standard, service period, rights and obligations of both parties and liability for breach of contract in the property service contract must be agreed by all owners. However, for the owners, it is difficult for all owners to be completely consistent, and there will always be some owners or individual owners who disagree. Therefore, we must proceed from the overall interests of the owners, decide the property management service according to the principle that the minority is subordinate to the majority, and then sign the property management service contract with the property management enterprise in the name of all the owners. Secondly, the owners have different understandings of the property management company's performance of the property service contract. Some owners are satisfied with the service, while others are dissatisfied, which brings some difficulties to objectively evaluate the quality of property service.

In this case, the property service contract has become a test standard to measure whether the property management enterprise correctly performs its obligations, which requires the property management enterprise to refine the property service contract and make as specific, clear and complete provisions as possible on the service items, service standards and the liability for breach of contract of various services. At the same time, property management companies should often conduct customer surveys, track the general needs and service evaluation of most owners, and ensure the maximization of beneficiary groups.

(c) immediacy and intangibility of property management services

The production, circulation and consumption of general tangible goods are independent and relatively clear, while the circulation of property management services does not exist, and production and consumption are the same process, which makes property management enterprises have to meet the objective needs of property services of owners at any time. The immediacy of property management service puts forward high requirements for the service quality control ability of property management enterprises. Once the related services can not meet the consumer demand of the owners, it is difficult to correct and make up effectively.

The intangibility of property management service stems from the characteristics of its service products. Due to the intangibility of services, it is difficult for owners who are consumers of property services to feel the real existence of property services like consumers of tangible products, and it is also difficult for some owners who have a weak sense of service consumption to feel the value for money. The intangibility of property service also makes the quality evaluation of property service difficult and complicated, because the service quality of property management enterprises is difficult to be measured by accurate standards, and more depends on the subjective judgment of owners.

(d) Continuity and long-term nature of property management services

Different from the general contract object, the property management service provides a continuous and uninterrupted process. Property management companies must ensure that the parts used by the property are in good condition for a long time, and the facilities and equipment used by the property are in all-weather operation. During the validity period of the property service contract, any service interruption may lead to the owner's complaint and default investigation.

The persistence of property management services and the huge cost of replacing property management companies make the duration of property service contracts generally longer, which is conducive to maintaining the stability of property service quality and improving customer relations, and also requires property management companies to accept customer supervision and inspection for a long time.