How to communicate with owners and customers

The work of property management, in plain English, is a kind of communication work. How to achieve effective communication is a difficult problem faced by property managers in every industry.

If you are the director of a 25,000-square-meter property community, it means that you have about 200 owners. You have to face these 200 different faces every day and deal with them with 200 different attitudes, so your work is actually like exploration and research. You have to try to communicate effectively with 200 people. Only by the end of the year can the owner's satisfaction rate reach over 95%. Therefore, in order to make your work effective, you must first understand your owners, communicate with each owner in a friendly way, or at least become an acquaintance of the owners. The better you know your hosts, the more they can become your friends and your job will be easier.

In order to facilitate our understanding of owners with different personalities, through years of experience, I have divided them into seven categories:

(1) Ordinary owners are about 60% or 70% of all your owners. They are not difficult to deal with. Although subjective, it is sincere. They like to make decisions and express their opinions. We should please them more and serve them more. Soon, he will be your number one friend.

(2) Impulsive owners are very common. They are flexible and energetic. So it is not difficult to get in touch with them. As long as you speak politely, they will certainly welcome you. At the same time, you should speak correctly and unambiguously, because he is a very frank person and an easy-to-communicate host.

(3) indecisive owners, they often love to say, let me think. In fact, he may need to discuss with others before making a decision. So, you must be patient and give them some time and convenience. Maybe you can ask him some questions to guide him correctly. For example, it is good for you to do so, but have you ever thought about anything bad? Tell him what you really want to say.

Your proposal will help him make a decision, but he still refused. You can ask why, and at the same time, you can talk to him in detail. In the end, he will definitely surrender to you. He admires friends like you. Once he succeeds, he is the closest friend.

(4) When communicating with such owners, you should be very careful. He is conceited, sensitive and very subjective. Don't argue with him, obey him in everything and try to agree with his views and remarks. In this way, maybe you can easily achieve the purpose of effective communication.

He likes telling jokes and listening to them. He is very talkative and friendly. But you must not think that he is easy to get along with. On the contrary, he is the easiest one to manage. Especially when he comes to communicate with you, he comes with a purpose, and the way he takes is to touch your bottom. At this time, you should let him say, don't bump into him, turn the topic to the topic of communication at the first opportunity, don't relax, and finally ask decisive questions so that he can't refuse. For example, do you agree or disagree with me!

(6) Rigid owners are particularly stubborn. He is the most difficult to communicate with. Every contact with him seems to fail to achieve the purpose you want to communicate, and sometimes it even makes people angry. He will stare at you dumbfounded, leaving you disappointed and unresponsive. The only way is to visit more, make full use of opportunities and give him a personal experience. Maybe he will cooperate with you when it suits his taste.

(7) Rude Owner Many property managers are very afraid to meet him, because his behavior is very rude, and his words will make you feel uncomfortable, but don't back down, because his rudeness will scare away others. This is your chance, and you are likely to communicate with him effectively and gain unexpected gains. However, don't argue with him when you talk to him. You should try to tell him the purpose of your visit to him today. Treat his rude behavior and words naturally, don't make fun of his ignorance, and be very careful when communicating with him. Rude customers are rude, but they also pay great attention to interests, so we should seize his weakness and attack him, so as to follow suit.