How to improve the property collection rate and satisfaction

First of all, change the traditional organizational concept of property management enterprises.

In order to maintain competitiveness, property management enterprises must attach importance to service satisfaction in the process of property management and improve service quality as much as possible. The method of improving satisfaction should be based on ensuring the balance between property management enterprises, employees providing services to residents and residents themselves.

In the service industry, there will be no satisfied customers without satisfied employees. Employees who provide services to residents are the only contact media between enterprises and residents. If employees are dissatisfied with the enterprise, it will bring irreparable losses to the enterprise. Therefore, property management enterprises must pay attention to those frontline employees and grass-roots managers who are in direct contact with residents, because these people are people who are in direct contact with residents and serve them. The change of traditional organizational structure concept of property management enterprises reflects the concern for household satisfaction. In order to improve employees' satisfaction and loyalty and stimulate their enthusiasm for work, property management companies can improve employees' satisfaction with the company. So that employees from all walks of life can feel that they are part of the team, enhance their sense of identity with the enterprise, and thus consciously form a sense of corporate responsibility in service, so as to achieve the purpose of household satisfaction.

Second, pay attention to the selection, training and authorization of employees.

(Wolf research) In property management enterprises, excellent employees should have the flexibility to deal with problems, tolerance to tenants, the ability to change their behavior in time according to different situations, and the personal accomplishment of putting themselves in the tenants' shoes. These qualities are more important than age, education, knowledge, training and intelligence. For property management enterprises, it is very important to hire employees with necessary interpersonal skills and high quality to ensure high-quality service. Front-line employees are in direct contact with residents. Under normal circumstances, unless residents complain, property management companies cannot effectively supervise them. In order to ensure proper behavior without direct supervision, it is necessary to authorize employees. At the same time, residents also want to be treated equally by employees of enterprises and get the same service as others, and necessary authorization and appropriate employee training are the key links to ensure service consistency.

Staff training includes corporate culture training and professional skills training. Through corporate culture training, property management enterprises can instill the value concept of service first into employees, improve their working attitude, promote their unity and cooperation, and provide the best service. Professional skills training is very important for every employee in the management office. The content includes professional knowledge training related to property management (as long as it is related to property management, they must know the answer, and can't say "this is not my job responsibility" and professional skills training.

Third, establish a service-oriented corporate culture.

Corporate culture is a relatively stable belief, value or behavior pattern gradually formed in the process of enterprise growth. It is a code of conduct that restricts the behavior of individual or group enterprises, and it is a guiding system that can produce cohesion and give enterprises distinctive personality. Only the enterprise's value concept can really give employees some autonomy, rather than serving for the sake of service. If employees sincerely put the interests of residents first, they will provide first-class services, which can be felt as residents. This is what we call "dedication, professionalism and team spirit"

Fourth, strengthen communication with residents.

Because residents' expectations of service results will affect their perception, property management companies should strengthen their understanding of residents. By registering household information, we can understand the relevant situation of each household, such as age, personality, occupation, education level, etc., and then divide the household situation into several categories, prepare a set of communication methods in advance for different types of households, and train employees in advance, which will inevitably reduce the friction when contacting with households; In addition, property management enterprises should increase the transparency of management services, let residents know about the laws and regulations, common sense, business operation processes and rules related to property management through publicity columns, symposiums and collective activities, and let residents participate in the familiarity and understanding of enterprises, which will close the relationship between the two parties and be conducive to the further development of the relationship between enterprises and residents.

The collection rate and satisfaction of property are complementary, and high satisfaction of owners will also increase the collection rate.

—— (Investigation and arrangement of wolves)