On the Key of Property Management Service

First, doing a good job in "service" projects is the main factor for the survival of property management enterprises.

As the property management service belongs to the service industry, it can be said that "service" is the eternal theme of enterprise development. In the words of the five books of "Gold Service", it is "everyone is my customer except me; Provide the best service at any time. " The "service" of property management service personnel is provided as a kind of labor. Service is the market. Perhaps not only can services not effectively develop the market, but the occupied market will also be lost. Therefore, in the process of service, property management service personnel are required to be courteous and conscientious, to meet the consumption needs of residents, and to reflect the professional quality of serving residents wholeheartedly, and not to engage in human transactions in principle in order to please residents, so as not to harm the interests of residents or enterprises.

First, we must firmly establish the awareness of serving residents. Cultivating positive customer service attitude and active service consciousness is the foundation of service industry. The "customers" of property management enterprises are residents in the property management area, and residents' satisfaction is the ultimate standard to measure the service work of property management enterprises. However, with the development of the property management industry today, there is still the view that property management is "management" rather than "service", or we can realize that property management is "service", but we can't let go of the shelf of "management", which leads to a great discount on the quality of "service". These outdated views and inappropriate practices have become the "bottleneck" that restricts the development of the industry. Since the property management enterprises have accepted the entrustment of the residents, they must firmly establish the consciousness of serving the residents, especially develop good professional ethics, and convey the service information that "we attach great importance to our customers and meet their needs with the best service" to the residents with a professional attitude and professionalism. Correct the relationship between management and service, serve in management and manage in service, and straighten out the responsibilities and rights of the government, enterprises and residents. Under the concept of "people-oriented", Guangzhou Urban Construction Property opened a 24-hour service hotline, promptly accepted the services required by residents, paid attention to civility and courtesy, thought about what residents thought and were anxious, and really provided meticulous, thoughtful, considerate and satisfactory humanized services for residents, so that residents could fully experience the convenience and benefits brought by "paid service" and won the trust of the majority of residents.

Secondly, we should carefully analyze the potential needs of residents. The values of different times are different, and the resulting needs are also different. Maslow investigated Einstein and other 30 figures, summed up their life experiences, and put forward that the basic needs of human beings are: physiological needs-security needs-belonging and love needs-self-esteem needs-self-realization needs-cognitive needs-aesthetic needs. These requirements constitute a hierarchical structure, and the latter requirement will only appear if the former requirement is met. With the expansion of property management coverage and the standardized development of the industry, residents have higher and higher requirements for property management services, more and more projects and higher expectations, requiring property management enterprises not only to pay attention to residents' current needs, but also to consider the changes of residents' future needs; We should not only pay attention to the individual needs of residents, but also analyze and understand the potential needs of residents. There are great differences in consumption concept, consumption ability, consumption behavior, consumption psychology and consumption requirements among different regions and different consumer groups, which requires property management companies to strengthen communication with residents, objectively and comprehensively analyze and demonstrate the actual needs and potential needs of residents, and make personalized services closer to consumers. The "969 16" service information platform of Shanghai Lujiazui Property realizes the docking between the owner's demand and electronic service, and embodies the characteristics of interaction management and personalized service. At present, in the era of service economy, "everyone is a waiter, every line is a service industry, and every link is a service chain". On the basis of meeting the real needs of residents, property management enterprises must communicate with residents with their hearts and constantly tap their potential needs. They should aim at the aging of residents, the growth of the only child, health care, interpersonal relationships, leisure culture, etc., and refine their services in detail and carry out cultural output in a targeted manner.

Third, we should pay attention to every detail of providing services. Service is to do details and small things, and to do interpersonal relationships. In the business activities of property management enterprises, residents' satisfaction directly affects their loyalty to the enterprise. Loyalty can not only ensure the long-term stability of the entrusted relationship of property management, but also create a good reputation for the enterprise, which is beneficial for the enterprise to transform many potential customers into real customers. Service is no small matter, some small things customers may not care about, and some needs may not even be realized by customers themselves. However, if service enterprises and service personnel can understand these needs and meet them with professional experience, patience and perseverance, rich life experience and social experience, not only can they give customers more satisfaction, but also the profits of enterprises and the development and improvement of employees themselves can be realized in these small things. For example, Star River Bay Property provides one-on-one "housekeeper secretary" service to create a market that pays attention to the details of residents' lives. Many small things have profound truth. A famous person once said, "Every day we are called to do some small things with our love". If you think that small things can be ignored, or even completely ignored, then this will only lead you to regret your work forever and even bring incalculable losses. Household staff should wear work clothes with enterprise logo and work number plate to facilitate user supervision; On-site service must make an appointment, knock on the door before entering the house, take the initiative to show your certificates, do not tamper with the items in the user's home at will, and set up a good image without asking the residents questions unrelated to work; Bring ladders, shoe covers, gloves, garbage bags and other necessary tools and supplies, and don't borrow or ask for the above tools and supplies from residents after entering the house, so as to embody the spirit of professional service; After the construction, please check and submit the service card, clean up the work site and take away the garbage generated by the construction. At the same time, it is necessary to guide residents to participate in the construction of community culture, create a harmonious and comfortable "atmosphere for everyone", promote the benign interaction between residents' needs and enterprise service supply, and then realize the "win-win" between enterprises and residents.

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Second, "serving" residents is the fundamental way to promote the sustainable development of property management enterprises.

A lot of practice tells us that "service" is a double-edged sword: on the one hand, dedicated service will make enterprises win the dependence of customers and promote the development of enterprises; On the other hand, casual service makes customers lose their dependence on the enterprise and may even completely ruin the future of the enterprise. As a service industry, the "service" of property management is an eternal theme. Only when the services provided by property management enterprises are recognized by the owners can they survive and prosper. It can be said that no matter how the development direction, management mode and strategic objectives of property management change in the 2 1 century, the purpose and basic concept of service are eternal, that is, "to satisfy the residents". Therefore, it is particularly important to advocate "attentive service". The "intention" of "serving with your heart" is to observe, discover and use your knowledge to do a good job. "Intention" is an extension, and its connotation also includes thinking, finding ways, being serious, being responsible for yourself and others, being dedicated and so on. The performance of "intention" is: enthusiasm, positive attitude, sense of responsibility, dedication, and so on. "Serving with heart" means trying every means to do a good job in service and overcome difficulties.

First, smile service, to convey meticulous care to customers. "Smile" is a kind of energy, which can create benefits and cannot be ignored. The international hotel giant Hilton has a motto. Hilton started from $5,000, creating the "empire" of Hilton Hotel. Today is the era of service economy, and it is the era of competing for quality service and customer heart. Smiling more in life can shorten the distance between people and resolve the embarrassing deadlock. It is a channel to communicate with each other's hearts, which makes people feel safe, friendly and happy, and also makes people more peaceful, harmonious, harmonious and happy. Especially in the property service industry, we should be patient, warm and friendly, sincere and natural, and serve with a smile. With a smile, property management service personnel can communicate with residents' feelings; Serving the residents with a smile will make them feel more sincere. Only by treating residents as friends and relatives and considering problems from the perspective of the masses can we naturally show a knowing smile. Guangzhou Urban Construction Property has launched a "five-in-one" project with a smile, a greeting, a cup of tea, an umbrella and a cart, so that residents have a sense of intimacy and feel the warmth of "home". In this way, property management services can easily win the respect and love of residents, and win the favor of residents, and finally form a loyal and reliable "customer base."

Second, with high-quality service, in exchange for customers' trust in the enterprise. No matter the enterprise or the individual, the biggest competitor is always oneself. According to a survey by US News and World Report, 68% of customers are caused by an employee's failure to handle customer complaints. At the same time, 1% of customers gave up a company because someone died in the company; 3% of customers are because the company changed its address; 5% of customers are because of new love; 9% of customers have become competitors; 14% of customers are not satisfied. It is not difficult to find that the destructive consequences of inferior service are quite amazing compared with other factors that lose customers. In the complex and controversial property management service industry, it is imperative to re-examine the usual practices, persistently overcome the habits, give full play to the initiative and enthusiasm in the service process, and enhance the sense of participation and responsibility. Guided by the service tenet of "people-oriented", we should persist in starting from basic work and establish and improve a standardized, institutionalized and programmed workflow; Improve the management level and service awareness, provide scientific management and quality service based on the principle of "quality and price match", and strive to create an elegant and harmonious living environment. Exceeding expectations is the key to service success, and only services that exceed customers' expectations can create loyal customers. Vanke Property proposes to "continuously exceed customers' growing expectations" and pay attention to residents' "every" service demand. When residents have service needs, they will provide various services to residents with the fastest speed and the shortest time, and strive to make services exceed the needs of residents. This kind of value-added service will make customers deeply feel the meticulous care of enterprises, thus establishing a friendly and harmonious relationship between customers and enterprises. Value-added service not only makes residents feel the intimate service of the enterprise, but also infects the happy mood of every service staff of the enterprise. In this way, residents who are satisfied with the value-for-money services provided by property management companies will be moved and actively recommend this value-for-money service to other residents, forming the Matthew effect of "word of mouth", thus increasing the number of "customers" of property management companies and eventually forming.

Third, change passive service into active service and win effective market share. "It takes months or even years to find a customer, and it only takes a few seconds to lose a customer." Property management is no small matter, and the service characteristics of the property management industry determine that it should be done in daily work and be meticulous. Service is the market. Perhaps the service will not only fail to effectively develop the market, but even the occupied market will be lost. In property management, we should learn from the management practices of star-rated hotels, establish an early warning system, and strive to deal with problems before residents complain, and change passive service into active prevention. Through the information platform of residents in the property management area, we collect and sort out the information we have, carry out maintenance and inspection in advance, change lagging service into advanced service, change static service into dynamic service, and change passive service into active service. We will learn and apply the principle of "the importance of exceeding customers' expectations to retain customers and create loyalty" in psychology, master the methods of effectively comforting customers with high emotions, and turn complaining customers into loyal customers with "advanced service, fast service and civilized service". For example, Hesheng initiated the "caring housekeeper" service, broadened the thinking, developed the service varieties, improved the service functions, developed the service resources, continuously improved the service quality, realized the extension and leap from the traditional service to the modern service, and created a group of customers and a market.

Which enterprise doesn't want to thrive and become a long-lived enterprise and a century-old shop? As the old saying goes, "If you don't accumulate steps, you can't take Wan Li Road; If you don't accumulate small streams, you can't become rivers and seas. " It can give us a lot of enlightenment: how can we talk about walking and running before learning to stand? Some people shout out that "major issues such as property management system adjustment, legal system construction, management mode renewal and market expansion have become key issues related to the healthy development of the industry after years of accumulation and amplification, and it is time to solve them", but what I want to shout out is the view that "towers all rise from the ground". Do a good job in the "four spirits" education of dedication, love of posts, hegemony and unity within the enterprise, and constantly improve the quality service level; Improve employees' "four consciousnesses" of being polite, cordial, enthusiastic and conscientious to clients, and enhance residents' trust in service work. Perseverance, dedicated service, sincere service, constantly refining the service advantages of enterprises, enhancing the core competitiveness of enterprises, and winning the recognition of residents to the maximum extent, the "cake" of property management enterprises will become bigger and bigger, and the normal development of the industry will come naturally.

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