How to embody five-star service in commercial property management

First, the meaning of quality service of property management

Generally speaking, the clients of commercial property management services include owners, tenants and customers. In order to meet the customer's demand for property management services, property management enterprises must establish a customer-centered working principle and earnestly realize:

1. Ensure the stable operation of equipment and facilities; 2. Maintain a safe environment; 3. Create a clean and elegant space; 4. Building a high-quality workforce; 5. Establish a clear and perfect information platform; 6. Provide efficient and high-quality customer support. Starting from the organization, service mode and service attitude of providing (producing) services or products, we will persistently provide quality services to our customers, and finally make our services exceed customers' expectations, give them an unexpected surprise, and realize the quality services of satisfaction and surprise.

Second, the focus of improving property management services

According to the present situation of commercial property management, enterprises should take the principle of developing advantages, innovating and upgrading, and make clear the work priorities:

1. Establish a sense of service-firmly establish a customer-centered work concept;

2. Standardize service words and deeds-provide services to customers with friendly and polite language and manners;

3. Quantifying service standards-establishing a standardized service foundation;

4. Optimize the service process-ensure the service effect;

5. Innovative service methods-exceeding customer expectations;

6. Improve service items-provide more convenience for customers;

7. Improve service efficiency-meet the urgent needs of customers;

8. Improving service skills-a necessary prerequisite for ensuring quality service;

9. Improve service facilities-create a good business and shopping environment;

10. Create a service brand-solidify the quality service and make it deeply rooted in people's hearts.

Third, the management concept that must be established to improve the property management service.

1. Customers are the foundation of enterprise survival.

Without customers, there is no need for enterprises to exist. Customers are our parents. Only when property management enterprises correctly understand the significance of customers to the survival of enterprises can they regard customers as the "God" for the survival and development of enterprises in property management practice. Therefore, the work of property management enterprises must be customer-centered, aiming at providing customers with satisfactory and surprising services.

2. Employees are the wealth of enterprises.

We must build a high-quality staff, which is the basis for achieving quality service. Managers should strengthen training at work to stimulate employees' subjective initiative. Vigorously cultivate potential employees and pay attention to humanistic care. Managers should not only manage employees well, but also serve them well. Bring out a fighting, creative, cohesive and energetic team.

3. Service is the soul of an enterprise.

Property management belongs to the service industry, and it is our duty to provide customers with quality property management. Customer-centered, providing customers with satisfaction and surprise service goals must run through every job. Front-line employees directly serve customers, and second-line posts provide services for front-line work.

Quality is the life of an enterprise.

In the market environment of homogenization and increasingly fierce competition, quality is the key to win customers. For property management, service is our core product, and service quality is the key for us to gain market recognition. Without market recognition, enterprises cannot survive.

Specific measures to embody "five-star service" in commercial property management;

1. Obviously, the work of the property management company is customer-centered, and the goal is to provide customers with satisfactory and surprising services. And through some form, the service consciousness and service demand are visualized and concretized. Show our professional and dedicated service image to customers, and put forward clear requirements for employees at the same time. For example, Tianhe City put forward a "five-star service" with "heart" as the pattern and text, and used and infiltrated five "heart" States or ways in our daily service work to achieve mutual affinity and reflect the five-star service level. These five mentalities or ways are

Care-always pay attention to the needs of every customer.

Love-caring and serving every customer.

Sincerity-sincerely serve every customer.

Enthusiasm-actively serve every customer.

Focus-serve every customer with your heart.

2. Front-line employees face the owners every day, and their words and deeds can be truly felt by the owners, and the owners' evaluation of property management is largely based on the impressions of front-line employees. From this perspective, front-line employees are the symbol of corporate image. Therefore, property management enterprises should comprehensively sort out the front-line service process, quantify the quality standards of work and optimize the process; Revise the standards of service language, behavior and gfd. For example, "one-stop service plan", etiquette, standardized language, and behavior norms of property companies.

3. Carry out staff training.

Training is the only way to provide first-class service. The training content includes service awareness, service skills and service norms. Among them, the key point is to cultivate managers first and improve their service and management level first. Improve the training work in an all-round way, and improve the requirements from the aspects of training teachers, planning, implementation supervision, content and form, assessment and inspection. Institutionalize and quantify the relevant requirements of training work. Define the annual training time of employees as the standard for evaluating managers and employees. Training should pay attention to the effect and adopt flexible forms, such as case training and internal and external communication training.

4. Launch "one-stop service". High-quality service is not only reflected in earnest and meticulous, but also needs convenience and speed. Property management companies need to provide customers with fast services and improve service quality in the shortest time.

5. Strengthen information communication and improve the quality of work in a timely and targeted manner. Modern enterprises not only need to provide high-quality products, but also need to establish a good information communication mechanism with customers. Only by constantly understanding the needs of customers can we improve the quality of products. Establishing communication mechanism includes: institutionalized customer visit; Establish a "general manager reception day" system. The general manager communicates directly with the employee representatives of all departments every month to gain a deeper understanding of the situation and discuss the work together; Centralized patrol and on-site office system for team members. Team members focus on patrolling the whole venue at least twice a week to find and solve problems in time and improve work efficiency.

6. Establish a monthly employee selection system, and vigorously commend employees with outstanding work performance.