Front-line owner

2021165438+1From 7 to 9 October, there were rare snowstorms, freezing rain and snow, cold waves and strong winds in Northeast China. Under extreme weather, the social operation is suddenly under pressure, and all walks of life have experienced the big exam.

It is worth mentioning that in the face of the catastrophic snowstorm, Country Garden serves the Northeast with professionalism and responsibility, and calmly responds, showing the "resilience" of property services in the face of ice and snow, which is a service sample for housing enterprises to cope with extreme weather.

Stick to it for 58 hours, with professionals guarding the temperature.

On165438+1October1August 18, it has snowed all day and night, completely changing the face of Haicheng Country Garden. Under the light mapping, the park is wrapped in silver and beautiful like a Nordic fairy tale, but behind the fairy tale is a cruel reality. According to meteorological monitoring statistics, the snowfall in Haicheng has exceeded 62 mm (the depth of snow is 39 cm). With such heavy snow, it is difficult for people to walk and cars to run. The snow is a mirror-like ice surface, and sliding down step by step is a dangerous step.

According to the working procedure, Sun Wei, the foreman of the property management department, and Xiaogang Feng, a member of the peacekeeping team, started the inspection on this day. The cold wind is biting, and the snowy road is difficult to walk. While patrolling, they planned the development route of snow removal after the snow stopped. 18: 40,409-2-1Downstairs, they found Aunt Jin, the owner, sitting in the snow with a painful expression.

Sitting in this white snow. It turned out that Aunt Jin went out to buy food that day and slipped and sprained her ankle when she came home, so she couldn't go upstairs. Knowing this situation, the two immediately picked up the aunt and took turns to carry it home. ...

Photo: Sun Weiwei, the property management foreman of Haicheng Country Garden, walks with his back to the owner in a snowy night (Source: provided by the company).

Sun Weiwei has worked in Country Garden for many years and has a clear understanding of the service management scheme of Country Garden. With regard to extreme weather, it is clearly stipulated in the pre-plan that the project leader must command and deal with foreseeable emergencies (such as typhoons and rainstorms) on the spot; For unforeseen emergencies, the project leader should arrive at the scene within 10 minutes to direct and handle them. If he can't arrive at the site within 10 minutes, the person in charge of the project shall designate the person in charge of the site to command and handle it on his behalf.

Sun Weiwei believes that the accurate job description and time division given by the management system greatly stimulate the top-down emergency response speed. In fact, before the snowstorm came, Country Garden's service to Northeast China had already sounded the assembly number of snow removal, cold prevention and warm winter action. After the arrival of the blizzard, all front-line property personnel started the snow removal mode for all staff and fought all night, focusing on cleaning the entrance and exit of the gate, the entrance and exit of the basement, the entrance of the unit and the main road of the community. In order to clear the snow quickly, the property dispatched a snow remover and a forklift, and the man-machine cooperation greatly improved the snow removal speed.

According to the data, during the blizzard, Country Garden served the Northeast for about 58 hours, dispatched about 6,000 people, forklifts about 100, and rescued about 5,000 owners' vehicles.

Photo: Shenyang Country Garden Galaxy City mobilized forklifts to remove snow overnight (Source: Photo courtesy of the enterprise)

Think of all the details, but not just snow removal.

Behind the data is the busy figure of Country Garden service personnel in the snow.

"The housekeeper warmly reminds the owners' families to go home slowly, first pay attention to the safety under their feet, lift the wiper to avoid bad use ..." In extreme weather, we must first ensure the smooth flow of information, and information tips from property management personnel constantly appear among the owners of Country Garden, answering the urgent questions of the owners one by one, effectively avoiding the troubles caused by information communication obstacles.

Before the snow stopped, all the front-line property personnel walked into the snowstorm for the first time, and they were on duty 24 hours a day, sweeping sideways, their hands and feet were red with cold, their shoes and socks were wet by heavy snow, and the main roads in the park were cleaned for the first time. At the same time, the property personnel conducted on-site judgment on all possible wet places in the park, and set up safety warning signs in eye-catching positions.

In order to protect the owner's vehicles from the "invasion" of the snowstorm, Country Garden provides all kinds of detailed care services for all projects, helping the owner to erect wipers, cover the snow cover, remove the snow with a snow blower, assist the owner to push the cart and light the stalled vehicles.

Photo: Shenyang Country Garden Phoenix Property staff rescued the owner's trapped vehicle (Source: Photo courtesy of the enterprise)

With the sudden drop of temperature, it is particularly important to ensure the heating quality. In order to improve the efficiency of geothermal heating, Country Garden has arranged professional engineers to help owners clean geothermal filters and drain water.

Photo: Shenyang Country Garden Sun City engineering master helps the owner to heat and exhaust (Source: Photo courtesy of the enterprise)

Some middle-aged and elderly people who live alone are inconvenient to move and cannot go downstairs to buy food after the snow. Country Garden service communicates the needs for the first time and delivers meals to these elderly people.

After the snow, some buildings will accumulate ice and slide under the eaves and balconies, which is very dangerous. Property management personnel also investigated all the dangerous points and made cleaning and safety tips.

……

It is not difficult to see that in this snowstorm, Country Garden property owners not only have the courage to charge ahead, but also have a scientific decision to make overall plans. A community worker who lives in Sun City, Country Garden, Shenyang, said with emotion: "Country Garden has thought of all the details that can be thought of in this heavy snow, as well as the unexpected ones. This kind of work spirit is worth learning. " For example, in a detail, there is a big difference between the snow cleaning method of Country Garden service personnel and socialized snow removal. "Because the snow is too thick, the property personnel will first draw the boundary between the hard road surface and the green belt, and then start cleaning, so that the green plants will not be damaged because of snow removal. Some paved roads will be cleaned up more carefully by property personnel. Try not to use a sharp snow removal tool such as a shovel. "

What impressed her even more was that on the morning of 1 19 June 65438+ 10/9, when she went to work at the park gate, she received a cup of ginger tea from the property on a snowy day. The main roads inside and outside the park are clean, and children are making snowmen everywhere.

Photo: The property staff of Fengjing Lanting in Huludao Country Garden sent ginger tea to the owner (Source: Photo courtesy of the enterprise)

Extreme weather is a big test that housing enterprises must face.

Churchill said, never waste a crisis. Crisis can expose the shortcomings of human nature, but also stimulate the flash of human nature. After the crisis, everyone can reevaluate their surroundings. Zhou Xiaoguang, president of Country Garden Northeast Service, believes that the property needs to answer two questions: First, why? One is how to do it.

In Zhou Xiaoguang's view, the answer to why we should do it is to truly implement the "home culture" of Country Garden, treat the family like a family member, sincerely do every warm-hearted detail, and serve the owners with the feelings of home.

Answering how to do it will test the hard power of property services. Since 20021,extreme weather disasters have occurred frequently, which has challenged China's emergency response capability. To this end, the National Emergency Management Department comprehensively carried out the evaluation and revision of emergency plans, quantified the starting standards of meteorological early warning and emergency response, and refined the measures to prevent extreme weather. The industry believes that in this context, it is necessary for the property services of major housing enterprises to benchmark in time and improve the emergency plan standards. "Property is the bond between family and society. If you are responsible for providing emergency support for natural persons closest to society, you must come up with higher standards, otherwise it will drag down the emergency response capability of the whole society. " The insider said.

Photo: After the snow in Yinhe City, Shenyang Country Garden was cleared, the community resumed normal traffic (Source: Photo courtesy of the enterprise)

An emergency response list provided by Country Garden shows that Country Garden service will regularly conduct real-life simulation and scenario simulation deduction for possible emergencies, such as extreme weather, fire and gas leakage. Real life simulation: venue, environment, equipment, process, exercise, etc. Restore according to the scene environment of similar events; Scene simulation: realized by desktop rewinding, program simulation and indoor teaching. It is worth mentioning that as early as the early winter of this year, Country Garden has conducted snow prevention and snow removal simulation drills in several projects serving Northeast China. A week before the snowstorm, when the meteorological department predicted that there might be a blizzard, the property department had begun to fully mobilize, arranged personnel in advance, and carried out a detailed inspection of the snow removal equipment.

Of course, no progress can be made overnight. Through continuous research on the needs of owners, Country Garden has been constantly adjusting and upgrading key elements such as apartment type, greening and property service level in combination with the development characteristics of different cities. In a snowstorm, Country Garden wrote the word "responsibility" in the snow, showing us the confidence and responsibility of a real estate enterprise.