How to deal with the problem of owners complaining about property

If the owner complains about the property, then the property should be given enough attention and pay attention to the owner's problems. If the owner's problem is reasonable, it is necessary to correct his service in time to satisfy the owner.

The owner of the community complained.

1. Accepting and handling all kinds of property management complaints is an important part of property management and service, and it is also an important way to improve the service and level of property management. Handling property management complaints well can not only correct all kinds of mistakes or deficiencies in property management and service operation, but also maintain and improve the company's reputation and image.

2. Accepting and handling complaints from business owners is not a pleasant thing for property management companies, but if we can treat property management complaints correctly and turn them into an opportunity to eliminate misunderstandings, improve management and deepen communication and contact with business owners, bad things will become good things.

3. In property services, operators are the most authoritative judges of management and service quality. Their complaints often expose the defects of the company in the process of property management and service (except unreasonable complaints or invalid complaints), and the company can also see what the needs and expectations of operators are, so as to facilitate better work.

4. If the property company turns a blind eye to the complaints of business owners, it will not only fail to solve the problem, but may also expand the problem. It not only affects the normal work and life of business households, but also brings new difficulties to work. It even led to the refusal of property management fees, which directly affected the economic benefits of enterprises.

There is such a rule in enterprise management: one hundred MINUS one equals zero. Used in property management, there are two understandings.

First, the work done by the property management company can satisfy 100 business owners, but if one of them is dissatisfied because of a momentary negligence, it will be wasted. This time, inferior service will spread among business households through "public relations effect".

Secondly, the service perceived by business households cannot be comprehensive and holistic. If their complaints are ignored or ignored, they will be directly blamed on the poor service which only accounts for 1% of the company's overall service level. In that case, no matter how well you manage and how excellent your service level is, you can't change their ideas, which will directly affect the good reputation and brand effect that the company has worked so hard to build.

When accepting complaints from owners, property management companies should follow the following principles in addition to service standards such as courtesy, enthusiasm and friendliness, patience and consideration, and politeness in language:

1. Responsibility principle. That is, "whoever accepts, who follows up and who replies".

2. Record principle. That is, every property management complaint needs to be recorded in detail. By recording, not only can the property management personnel who accept and handle the complaints be clear at a glance, but also the experience of handling property management complaints can be summarized after the case is filed.

3. The principle of timeliness. Once there is a complaint, the property manager should take measures to solve it as soon as possible. For the problems that can't be solved at the moment, in addition to giving an explanation to the operator in advance, we should also deal with them at the time of quotation and follow up at all times, so as to solve the problems comprehensively in the shortest time and give the operator a timely and satisfactory answer. For problems that are not the responsibility of the property management company, we should also respond and explain them in time.

4. The principle of thoroughness. In the process of accepting and handling the property complaints of business households, property management enterprises should "prescribe the right medicine, grasp it to the end" and "treat both the symptoms and the root causes" to completely solve the complaints of business households, instead of piecemeal and anticlimactic.

Listen, don't argue.

When making a complaint, we must listen carefully and patiently to the operator's complaint with a calm and caring attitude, so that the operator can express the complaint clearly and completely. When listening, you should express sympathy with words such as "yes", "right" and "affirmation/certainty" and nod your head. Don't interrupt the business owner casually. Because the interruption in the middle will make the business owners think that they will not get the respect they deserve. At the same time, the property manager can also gently ask questions and find out the root of the complaint in time. For the inaccurate, extreme or misunderstood complaints of business owners, the property manager must not show any dissatisfaction or ridicule, but should understand the feelings of business owners and try to communicate with them as much as possible, so that business owners can feel that the property management company has helped him with an open and sincere attitude.

Record the contents of complaints

While listening carefully to the complaints of property management of business households, we should also make a good record of complaints and try to write them in detail. Because keeping a good record can not only slow down the speed of business owners, but also buffer their excitement, which is also a way to comfort business owners. After listening to and recording the complaints of business owners, the property manager will repeat the contents of the complaints of business owners and the problems that need to be solved to see if the problems complained by business owners are clear, so as to further deal with them. Apologize, understand or sympathize with the experience or misfortune of the business owner, so that the mentality of the business owner can be balanced.