How to improve the service quality of property management enterprises

Property management belongs to the service industry, and the goods provided are intangible "services". In the final analysis, its management is to provide satisfactory services for the owners. How to satisfy customers? It is a problem that every property management operator is constantly thinking and summarizing. Property companies must constantly improve the quality of service in order to always meet the needs of business households. Don't do small things, every possibility of improving service should be implemented as a major event; Don't be petty, every detail that harms your image can't be ignored as a trivial matter. To improve the service quality, we should start from bit by bit, so that every upgrade can bring greater convenience and satisfaction to the owners. This is the source of life for property management services. Any high-efficiency and high-quality enterprise lies in its excellent team strength, which is based on the "service consciousness" of everyone and every department. Many enterprises have renamed the "management department" in the original organization as "service department". In doing so, the nature of their work may not have changed much, but the mentality of members of various departments has changed from the original intervention and demand to the state of support and service. They naturally changed from asking others what to do to asking themselves what to do, and their attitude towards customers also changed to thinking about how to make customers more satisfied. It is the future development direction of property management enterprises to take the owner's demand as the guide, constantly improve the service level and seek benefits from the service. "Customer-centered" In the service process of enterprises, no matter how satisfied the owners were before, the needs of the owners are constantly changing. Therefore, in order to always achieve a high level of customer satisfaction, it is necessary to constantly adjust the service content and improve the service level to ensure the owners' recognition of property management. When the standards of enterprise managers are higher than those of operators, and the standards of operators are higher than those of owners, our service quality can be continuously improved. Catering to the master as God can please him for a while, but sometimes catering can't please him. Although the host feels good, he won't be surprised. Only by changing thinking and changing passive service into active service can we grasp the owner's psychology for a long time, which is a change of concept. We should know more than they do, think further, answer all the questions raised by the owners, and bear the responsibilities that the owners themselves did not think of. If you do this. We don't have to grasp the master's heart, because the master's heart is our heart. After we understand the psychology of the owners, we should further guide them to develop in a positive direction. Some owners are stubborn, and some owners have great psychological fluctuations. They have many potential needs. It is not easy for us to grasp them well, but it is very effective to reflect our professional authority, that is, to improve the degree and level of specialization of our services. We should persevere, visit regularly, and understand the psychology and needs of business households in time. With a good professional quality, you can influence business owners and make them feel that it is a bit bad not to cooperate with property companies. We serve the business owners with a high sense of responsibility, and the business owners will recognize the brand of the enterprise; Only by serving the business owners with exquisite professional skills will the business owners feel our value. While "recognizing" and "feeling", business owners have gradually strengthened their loyalty to the brand of property management companies. So how can property companies improve their service quality? Mainly from the following aspects: First, property management enterprises should strengthen management, improve management level, and establish enterprise cost analysis system. By analyzing the expenditure structure of property management enterprises, we can see that the most important cost is human expenditure, and many enterprise managers often unconsciously ignore the human cost, which is as high as 35-50% of the total cost. Strengthen the scientific management of the property itself, further reduce the management cost and improve the economic benefit through the rational use of human resources, pay special attention to the rational allocation of management and technical personnel, give full play to the advantages of management and technical personnel, and ensure the smooth management links. Give full play to the potential of existing personnel and make them multifunctional to ensure the streamlining and efficient operation of the organization. Property management should vigorously advocate the concept of increasing revenue and reducing expenditure, such as measuring water and electricity, preventing facilities and equipment from running, running, dripping and leaking, replacing acousto-optic control terminals, improving lines, optimizing systems and saving energy such as water, electricity and gas. Establish the saving consciousness of all employees in the enterprise. Second, strengthen employee training and constantly improve the overall quality of employees. Property management is different from other industries, and sometimes the moral quality of employees is higher than the professional quality. Therefore, while training employees' professional skills, we should pay more attention to the cultivation of personal qualities. Train every employee in "professional ethics, etiquette and politeness" to cultivate their ability to communicate and cooperate with others. Good affinity is a great advantage of doing a good job in property management. Let every administrator pay attention to establishing a good relationship with the owners, actively and enthusiastically serve every business owner in their daily work, and take the initiative to visit and exchange some business owners who don't know much about, complain about or even resent property management. We are never afraid to be pointed out by the business owners, but we will thank the business owners for their opinions and give us the opportunity to correct and improve, so that the business owners can gradually understand us and finally understand us. Let the owners truly realize the service tenet of "people-oriented, owners first" of the property management company. Third, do a good job in receiving and handling complaints from business households and regard complaints from business households as valuable resources. Complaints from business owners are the best gift for us. Why not face them frankly? For property companies, only by carefully analyzing the opinions of business owners, accepting criticism with an open mind, actively solving problems and effectively improving the service level can they form stronger competitiveness and higher reputation. Face all kinds of complaints from business owners with a positive attitude, constantly reflect on yourself, regard the complaints from business owners as valuable resources, find out the shortcomings in management and service in time, improve the service as much as possible, and promote the continuous innovation and improvement of management service quality. In short, the dissatisfaction of business owners is the direction for property companies to improve. Fourthly, cultivate the management consciousness of ISO quality system. Further strengthen employees' work habits of respecting documents and acting according to documents, and finally bring all the company's rules, regulations and working procedures into the quality system. Through training, employees can form the consciousness of respecting documents and taking documents as their work guide. An effective way to check the implementation of documents is to check whether the filling of quality records is standardized. Therefore, we must insist on giving severe punishment to the following behaviors for a long time in order to promote and strengthen: 1, unfinished work; 2. Although the work was completed, the record was not filled in; 3. Although the record is filled in, the person who filled it in is false; 4. Although the records are filled in, the way of completing the work indicated in the records is inconsistent with the provisions and requirements of the documents; 5. Although the marked working method is the same as that specified in the document, it is incomplete and inaccurate; Although the records are comprehensive and accurate, they are not delivered and filed according to the document requirements. The authenticity, accuracy and effectiveness of quality records can only be guaranteed if the above matters are found at any time and handled in time; Only in this way can records become a comprehensive, true and faithful embodiment and reflection of working facts, quality records become an important means to implement documents, and employees can develop the consciousness and habit of doing things according to documents, respecting documents and fearing documents; Through the supervision and inspection of quality management, we can measure the methods and work links of service quality, find all unqualified items that violate the document requirements through monitoring and measurement, and analyze their background, reasons and responsibilities of relevant personnel, and then improve the service quality after fully communicating with each other.