How to do well the reception work of the owner's profession

How to do well the reception work of the owner's profession

The so-called "occupancy" means that the owner gets the key and takes over the house. When the acceptance of the property management enterprise is completed, that is, the property has the occupancy conditions, the property management enterprise will enter the stage of handling the property occupancy formalities according to the procedures.

Because the occupancy stage of the property is the first contact between the property management and the service object-the owner, in addition to a lot of reception work and cumbersome occupancy procedures, various contradictions and problems between the property itself, management and operation will also be exposed in a short time. Therefore, this stage is also the most concentrated stage of property management problems. Therefore, property management companies should make full use of the opportunity of owners' check-in, not only do a good job in publicity and explanation of property management, but also consider the owners, establish a good "first impression" of property management companies and gain the trust of all owners.

How to do well the reception work of the owners? We might as well start from the following three aspects.

Treat owners correctly and establish a correct service concept.

First of all, buying real estate is an important investment activity of every owner, and it is the owner's right to accept the shopping industry. Therefore, the owner is the main body of the check-in activities, the real owner of the residential area, and the food and clothing parents of the property management industry. As we all know, the development of residential quarters and the arrangement of various supporting facilities are all centered on the owners and aimed at meeting the needs of the owners.

Secondly, the owner is the object of property management service, the main body of service and the focus of service work. The reasonable requirements of owners are the aim of property management practitioners. Owners don't rely on us, but we must rely on them, which will lead to the loss of job opportunities and the formation of property management industry. Therefore, the owner is the most important, and we should enjoy quality service wholeheartedly. At the same time, in the process of serving and being served, the owner not only needs service personnel to provide standardized, procedural and experiential services, but also pays more attention to service attitude, service quality and service effect, providing them with all-round, three-dimensional, personalized and humanized quality services, and truly feeling the value for money.

Third, the owner is a person with feelings, self-esteem and personality. They have their own interests, hobbies, tempers, personalities, preferences and prejudices. Owners always hope to get a real feeling of home, not only with quiet environment, complete facilities and rich services, but also with the enthusiasm, initiative and thoughtful service of the staff, so that they can feel as calm, relaxed and warm as at home.

Correctly understand "the master is always right"

The owner is always right, which can be understood from the following meanings.

First of all, "the owner is always right" is the slogan put forward by the property management industry to achieve quality service, which reflects the respect of employees for the owner. Is the master always right? Obviously not. If the master is always right, there is no need to put forward this slogan. Why put forward this slogan? Owners spend money to buy our services, "spend money to enjoy", and the responsibility of owners' personnel is to make owners happy and enjoy, and refuse unpleasant things from beginning to end. Therefore, this slogan is put forward to remind and urge employees that no matter what happens (except deviant and illegal), they can't blame the owners, let alone force them to admit their mistakes. Add Property Manager to your favorites!

Secondly, "the owner is always right" does not mean "the service personnel are always wrong". From the actual situation, sometimes the service personnel are wrong, sometimes the owner is wrong, and sometimes both parties are wrong. But to distinguish right from wrong, it will involve face and feelings. When owners need services, the most important thing is to improve their status and get respect and attention. Therefore, even when "the owner is wrong with himself", the service personnel should respect the owner, give the "right" to the owner and leave the "wrong" to themselves, that is, insist on "reasoning" and let others. In service communication, there are many ways to give the host "rights", and there are different ways to give them under different circumstances, such as the waiter taking the initiative to take responsibility; Tolerate the fault of the owner; Roll with the punches, roll with the punches and so on. The most important thing is to give the host face without hurting feelings.

Third, it is conditional to give the "right" to the owner. When he is the master, he is always right. If his behavior has seriously deviated from the law, he cannot be identified as the owner.

Fourth, the impersonality of social role determines that the host is always in the "supreme" position, and naturally should be respected and respected by the service personnel. In the role relationship between the waiter and the host, if the waiter does not respect the host, he actually does not respect himself.

Standardize reception etiquette and enhance service image

1, instrument decoration and dress

"clouds need clothes, flowers need capacity." Everyone's image is like a landscape painting in the window. We have no reason to show our haggard faces, messy hair and messy clothes to our hosts. Decorative instruments reflect a person's self-esteem, self-love and respect for society and others, which is a kind of etiquette in itself, and the personal style and aesthetic ability reflected by proper decoration beautify your image from another angle.

Principle: adapt to gender and age; Adapt to appearance; Adapt to the body shape; Adapt to personality temperament; Adapt to professional identity; Dress: uniforms, shirts, badges and clothes must be free from stains and sweat stains, and must not be old and unclean;

Appearance: Men are not allowed to wear long hair, beards and earrings. Ladies wear professional light clothes, and don't wear too many accessories.

Step 2 smile

Smile is the natural expression of people's inner joy and emotion, the expression of self-confidence, the expression of politeness, and the symbol of sincerity, enthusiasm, friendliness, respect, praise and understanding. In interpersonal communication, a smile can quickly close each other's psychological distance, create a good atmosphere of harmony, harmony, mutual respect and love, act as a lubricant in communication, and contribute to the success of communication. Smiling can make people feel welcome and respected; Eliminate strangeness, tension and fatigue; Let people feel close, safe and sympathetic psychologically. The smile of service personnel is not only the first standardized requirement of occupation, but also the basic hospitality etiquette and the universal embodiment of human feelings. Service personnel should understand the feelings and feelings of role change: what does the owner need? What kind of service does the owner want the service staff to provide? What don't you want? How does the owner feel about the service provided by the service staff? How do you feel if others serve you like this? Only after deeply understanding the role change can we think more about the owners, understand their feelings, understand them, sympathize with them and be more human, so as to consciously provide them with smiling services.

3. Use sign language correctly

Sign language includes: please gesture; Gestures indicating directions; The gesture of introduction; A handshake gesture; Applause; Raise your hand and salute; Raise your hand and say goodbye.

4, master the skills of listening

The key points of listening skills are: understanding; Open-minded; Be patient;

5. Learn to praise others

The main points of praise: be sincere; It varies from person to person; Pay attention to the occasion; Choose an angle.

Admission reception is a huge systematic project and a service process that requires energy, emotion and love. To do a good job of admission reception, employees should not only have the spirit of serving the owners, but also be familiar with the service psychology and skills.