How to deal with the owner's refusal to pay the property management fee

From the experience, the improvement of the collection rate of property management fees and the efforts of property management enterprises complement each other. For example, seven households in our community refused to pay the property management fee. After a series of measures, it has been reduced to two households, thus improving the collection rate of residential property management fees. Moreover, the measures we have taken and some management measures are also based on the mentality and personality differences of businesses in Ningde. Please listen to the analysis as follows for details:

1. Send a red alert.

Because our community advocated door-to-door service from the beginning, we formed the habit of charging at home. Many operators are waiting for the property staff to collect fees, and few operators will take the initiative to pay fees at the property management office. Unlike most residential areas in Fuzhou, this practice advocates voluntary payment by operators. Especially when the business households are office workers, we go to work and they are also at work; When we get off work, they also get off work, causing trouble for customer service staff to charge. When the charging period comes, they have to work overtime and collect from door to door. In view of this situation, we took a red reminder notice and posted it on our doorstep, asking them to arrange or make an appointment to pay, reminding them that it is time to pay in the form of a good start.

2. Send a white reminder notice

Perhaps many people don't know that people in eastern Fujian are particularly superstitious and have many taboos in their daily lives. Most families in our community are no exception. Their most taboo color is white, which they think is an ominous sign with the funeral, which is obviously different from the statement that white represents purity and innocence recorded in the book. Therefore, if you send a white reminder, some business owners will be very angry, especially those who do business. In the end, these business owners who deliberately delay the payment of property management fees still have to pay their own fees. Usually, we will post a white dunning notice, and add another deadly method, that is, urging business households to pay their bills early in the morning. This may make business owners angry. In desperation, we nodded our understanding and explained the reason for this move. After the settlement, these operators will naturally pay on schedule every month, instead of delaying payment for various reasons such as failure to reach.

Step 3 be reasonable

Every household refuses to pay the property management fee for its own reasons, such as inadequate property management services, unfulfilled promises of developers and so on. , transfer their obligation to pay property management fees. First of all, in the name of the customer service supervisor, we wrote a letter to the bristle business owner. What is emphasized here is that the letters written are not treated equally, but different letters are written according to different contents. The letter can explain the problems raised by residents one by one for different reasons, such as why the roof leakage belongs to the developer; Why the impact of the first floor storefront on the catering industry and the property management fee are two different things; Why property management companies have no law enforcement power and so on. In short, our purpose is only one: to let tenants who refuse to pay know the hardships of property management enterprises, and to let them know that the awareness of rights protection is not reflected by refusing to pay property fees, but the true meaning, coverage and service function of property management.

Step 4 be moved by emotion

Saint Amethyst has a proverb: At the beginning of life, nature is good. Since the master is God, then God must have a soft side. Therefore, under the premise of sufficient reasons, a customer service staff should be sent to visit the rejected customer's home (the number of visits should not be less than three times), and then the customer service supervisor will make a door-to-door persuasion. In the process of persuasion, we should pay attention to the words and deeds of the business owner and welcome him to the office of the property management office with an appropriate smile. This involves different communication skills with owners. The method mentioned above is similar to Liu Bei's three visits to the cottage in the Romance of the Three Kingdoms, and it is effective for reasonable hosts without special reasons.

Step 5 send a reminder letter

This kind of dunning letter is a document of legal nature. First of all, let the business owners feel that our property enterprises have reached the maximum tolerance range, and we will solve the default disputes through legal channels. As the owner, I actually don't want to get into a lawsuit. Doing so is both humiliating and a waste of time, which is equivalent to losing the wife and the soldiers. Some legal terms can be added to the dunning letter to show what will happen if the payment is not made. For example, the main content of our community dunning letter shows that it is unreasonable and illegal for the owners to refuse to pay the property management fee, which also damages the legitimate rights and interests of other owners. Please ask the owner to pay off the property fees owed within a few days, otherwise they will claim their rights through litigation. In this way, the owners have to worry if they don't worry.

6. suspend water and electricity supply.

At present, the water and electricity in most residential areas in Ningde are collected and paid on behalf of others, which proves that we have the right to suspend the water and electricity supply. What's more, once the operator trips, he will be troubled by no one sending electricity, unless he can take the trouble to send electricity downstairs himself. Refused to pay the fee. The residents in our community once went to the water and electricity company to pay the water and electricity fee. I didn't expect the other party to refuse to accept it and said a lot of reasons. I think it's because our company is the only fixed collection object of their computer records, specifically the business households directly related to our company. Of course, under the above circumstances, a residential area with one household and one meter cannot adopt the method of water and electricity cuts.

7. Use the key relationship in the work to make the operator pay.

One family in our community refused to pay the fee. You turned off the electricity in her house, but she jumped out the door of your whole stairs. In the face of this rejection, we can only admit that we are unlucky and find another way. The limitations of Ningde often lead to seven aunts and eight aunts everywhere, which leads to great difficulty and many benefits in our property work. Take the refusal mentioned above as an example. She is simply a rude woman who refuses to pay the property management fee on the grounds of cracks in the wall every time she comes to the door. We all used the above methods in the process of doing this household, and applied both hard and soft methods. Please ask the engineering manager to check on the spot and explain that the cause of the crack is normal. As a result, she still didn't listen, but quarreled with others. Finally, when we racked our brains, the leader unexpectedly found that this woman's brother-in-law and brother are tenants and related households of our residential office building, and their friendship with our leader is quite deep. So we mobilized her relatives and friends and her husband's buddies (directors of other community owners' committees), and finally God helped those who helped themselves, so that we got what we wanted.