How do property service enterprises provide emotional services for owners?

Thought is the soul, wealth and resource. Thought decides everything, but it never changes. When the concept changes, the cause develops greatly, and the concept revolution completely changes the face of the enterprise. These new philosophical concepts that conform to the times are the condensation and refinement of the successful experiences of outstanding enterprises at home and abroad. Lift the red veil of service to help you recognize service.

The face of service gives you a golden key to open the door of service, which can help you make good use of service capital and service resources. Guide employees to look at service from a brand-new perspective, regard quality service as their inner needs like filial piety, take the initiative to serve, serve attentively and innovate services. As intangible assets, these ideas can continuously release energy, promote many reforms and service purposes of enterprises, and promote the sustained and healthy development of property management.

In the fierce market economy, its competitive advantage often lies in being half a step ahead of others. If the concept is updated, it can be broadened.

Keep pace with the times, observe the market from a brand-new angle, adjust your behavior, participate in the competition at a higher level, innovate and compete efficiently, and seize the commanding heights of the market.

Dalian Ocean Property Company stood out from the fierce competition and dared to take over Lido Garden, which was in full swing at that time, because they had advanced knowledge and ideas, which came from continuous learning and concept change, and from solid service skills.

The property management department must change its concept, change the old service system, learn from Haier Group that "the customer is always right", regard service as our first demand, treat every household well, do everything well and do every day with heart.

2. Establish the concept of residents first.

Service is resource, service is capital, service is career, service is soul, and service is the unity of dedication and obtaining economic benefits. This is a brand-new service concept, which requires the property management department to establish the concept of "tenant first" in practice:

First of all, treat residents as parents, relatives and friends. In the interaction with residents, the relationship between enterprises and residents can not be simply regarded as a money exchange relationship of "you pay for my service", but should be seen as a non-money relationship of mutual support, mutual trust and mutual promotion. Only by receiving every household with high-quality emotional service can residents repay the enterprise with practical actions that love the community, and the relationship between enterprises and residents can enter a virtuous circle. In the service practice of enterprises, we should treat our residents with the attitude of relatives and friends, serve every resident with a smiling face and a hundred times enthusiasm, think what they think, observe their psychology, be good consultants and solve their various problems. Strive to create a high-grade living environment, provide high-grade services, and let residents enjoy high-grade services.

Secondly, it is always right to insist on residents. In the process of providing services for the served, enterprises naturally have to take the needs and wishes of the served as the transfer. Moreover, the residents mentioned here are not just specific people, but treat the residents as a whole. Enterprises that serve the whole home should not criticize individual improper words and deeds of individual homes, and they should not affect their fundamental views on the whole home because of individual words and deeds of individual homes. Even if the fault lies with the residents, we should bear the burden of humiliation, compromise and reason, and give the residents face and steps, instead of arguing about right and wrong, arguing about the level and leaving the residents in an embarrassing situation. Because every time there is a dispute, the image of the company will be discounted.

Third, regard the family as the owner of the enterprise. This is not only determined by the economic attributes of enterprises, but also by the social attributes of enterprises. It is the concrete embodiment of the service concept of the unity of dedication and benefit. Determine the business aspects of the enterprise according to the needs of the residents, and choose the business strategy of the enterprise according to the needs of the residents. Establish a satisfactory service standard for residents, and increase service investment, increase service items, improve service measures and establish a sound service quality management guarantee system according to the standard, so that all enterprises are surrounded.

Work around the goal of household satisfaction, and ultimately ensure the overall improvement of enterprise service quality.

Finally, strengthen the modern service concept and comprehensively improve the service quality. Ideas dominate people's behavior and determine the development of enterprises.

With the development of market economy and the upgrading of service competition of enterprises, it is urgent for enterprises to update their service concepts. Under the control of modern service concept, they should raise the service problem to a strategic level, and constantly pursue high goals, high taste, high efficiency and high efficiency in service, so that the advanced service concept can be spread and deepened, form the same values, and be embodied in the service process, thus gradually forming a unique service culture.

3. Pay attention to the improvement of employees' quality

The quality of employees is the foundation of quality of enterprise and the basic condition for serving residents. The quality of employees determines the development speed, success or failure and the rise and fall of enterprises. Enterprises at home and abroad attach great importance to improving the quality of employees, especially property management enterprises. In the near future, when some international property management enterprises enter China and seize the property management market in China, every property management enterprise will face opportunities and challenges, and the quality of its employees will determine its position in the competition. It is related to the survival and development of property management enterprises. Therefore, improving the quality of employees is an urgent task for property management enterprises. A competent employee should have the following qualities:

1) Strong enterprising spirit and noble professional ethics. As a member of the enterprise, every word and deed represents the enterprise, and its work efficiency, service quality and professionalism are directly reflected in the residents. Therefore, we should devote ourselves to service, be honest and trustworthy, constantly improve services, provide new services, and enhance the competitiveness of the same industry with high-quality services.

2) Wide knowledge and excellent skills. Strengthen all kinds of learning and strive to master a variety of professional skills. Only by mastering relevant knowledge and skills can we find problems in time, analyze them accurately, and then solve them properly, and flexibly use all kinds of knowledge and skills to serve residents. Study hard, practice hard, work hard, serve the residents wholeheartedly, retain the residents and satisfy them.

3) The service concept and consciousness of keeping pace with the times, flexible service skills and service art ... To establish a high-level mutual trust relationship with residents, it is necessary to learn and practice the service concept of enterprises, and use flexible service methods and skills to convince residents that the services provided by enterprises are the best, so as to establish an emotional relationship of mutual communication and eliminate obstacles for residents to receive services. Make the family group of the enterprise grow continuously, and then make the enterprise enter a virtuous circle.

4) Good psychological quality and strong adaptability. We should consciously exercise, increase psychological endurance, and eliminate psychological fluctuations caused by personal pain and troubles. Only when you have a large mental capacity can you be hit, wronged and graceful. At the same time, you should also have elegant demeanor, good temperament and strong organizational and language skills.

Competition in the market exists objectively, the needs of residents are changing, and the content of satisfaction and dissatisfaction is also changing. Therefore, improving the quality of employees and meeting the needs of residents is the eternal theme of property management companies. Only by practicing internal strength and paying attention to improving the quality of employees can enterprises be invincible in the big market of property management.

Service is the cause, the soul, the pursuit, the realization of the value of life, and the link of high-quality life in society. Service is everywhere, always with everyone, constantly changing people's lives, inspiring people's potential, improving people's work efficiency, promoting the improvement of quality of life, promoting the harmony of interpersonal relationships, and promoting the take-off of career and social development. Service is fun and life. Service is not only the basic condition for survival, but also an important part of work life and even life, and it is the lofty realm of selflessness. People are beautiful because of service, service is wonderful because of heart, and society develops because of service. Let's enjoy the service like Milu enjoys football and promote the continuous development of property management with quality service.

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Refer to the article on property management.