On Property Service, Operation and Management

On Property Service, Operation and Management

Property is a special service industry, it is a tangible and intangible service body, and it is a transitional work between old traditional habits and new social services. Neither the server nor the client has a thorough understanding of the service. So many unnecessary problems have arisen. These problems have caused many unresolved contradictions between property companies and owners. In the service process, first of all, the understanding of most property companies is not in place. Generally speaking, as long as the service is good, it can be recognized by the owners. In this kind of service without positioning and degree, the property has entered a dead end, which makes the property company perform the work of property service mechanically. Barely make ends meet. During the maintenance, we have to engage in some illegal and profitable businesses. It makes the contradiction more prominent, so the correct understanding of service, operation and management is a problem that property companies must take seriously, and it is also a subject that must be studied seriously. Only when they have a correct understanding can they do a good job in property management.

I. Property Services

1, locate. To understand services, property management companies should be based on a correct understanding of property services. Property management company is a life service unit and a complex service group. In 24 hours, he was faced with old faces, jobs with the same service content, different shops, hotels and other service places. Always work hard within the scope of benefit, stimulation, comfort, demand and quality. Customer groups are constantly changing, which makes people feel very fresh, and the work of property management is repeating everything every day, and all the old problems are right, so we must locate them accurately. So how can we accurately locate it? Now there is a saying that the owner is God, and some owners also think that they are God. Therefore, mutual inequality becomes the starting point of contradiction. Because of unequal status, property personnel dare not treat owners equally. Some owners are unreasonable or even unreasonable, which makes property management very difficult. First of all, God's statement is very incorrect and is suspected of cheating. The owner is God, so the property manager is a slave. We say that the owner can't be God, and the property owner doesn't admit that he is a slave, so the contradiction arises, which is caused by the inaccurate positioning of both sides. In general, human work is different, and there is no distinction between high and low. Any work of the owner in the society is to create wealth or serve mankind, and the property management company also provides housekeeping property services for a community or several communities under the condition of signing a contract. The property management company strives to provide services for all owners, so that they can have a complete, normal and harmonious living environment and relieve some worries in their lives. Therefore, they are completely two equal entities serving and being served. So how does the property company treat the owners? Because the service of property is a kind of domestic service in life, there are various ways to treat people, so brothers and sisters, friends and relatives should be treated differently, so as to achieve the purpose of good service. Treat brothers and sisters sincerely, spare no effort to treat brothers and friends under the legal framework, and treat relatives wholeheartedly. Only when the two sides are equal and mutually beneficial, and the positioning is accurate, can we do a good job in service. Treat brothers and sisters one word, two words, what can be done and what can't be done, we must make it clear, and we must implement it to reassure each other. Never talk empty words. In case of emergency, such as fire, flood, theft, robbery and so on. Have the courage to face laws and industry rules and be the guardian of the owners. Treating relatives is to treat the master's problem with the attitude of treating relatives. It is a problem solved by a property management company and should be solved as soon as possible, not a property management company. It is necessary to help the owner find a way to solve it, or inform the owner's family to solve it in time. In short, the property management company should deal with the problem in line with the three treatments, which is by no means what the owner wants to hear and what the owner wants. In that case, there will be no equality. In community service, we should treat it differently, adhere to principles, explain the truth and implement it conscientiously, so as to be a qualified property manager.

2. Medium service. People have levels, things have sizes, things have lengths, and there are problems in service. In property services, it is usually security, cleaning, greening and engineering maintenance. General cities have the service standards of property management companies. Property companies can do it, but in specific services, we must be clear about what we do, what we don't do, what we can and can't do, what we are familiar with and what we are not familiar with. You must not be swollen and fat, and you don't know how to pretend to understand, causing unnecessary influence and loss. When implementing the prescribed service standards, it is best to be slightly higher than your own implementation standards. This can have an advantage in the contract and can also communicate effectively with the owner. This is not our own scope of work or implementation standards. Property should be treated with caution, not that it can't be done, but that it should know how to do it, or learn well before doing it, so that enterprises can avoid risks and develop rapidly. The degree of our speech is the scale set by our own quality, energy, kung fu and limit. Jumping is a problem. We said that a hostess brought a lot of things home. After entering the community, the doorman saw it and took the initiative to help the hostess carry things home. Arrived at the door, the hostess said thank you and put the things here. At this time, the guard should say you're welcome, put down his things and leave. This is the degree. If the doorman is enthusiastic and insists on bringing things indoors, it may make the hostess feel very uncomfortable. Because all the places in your home are private, you don't want others to see or enter, and your enthusiasm is beyond the acceptance of the other party. This shows that the training of property is not in place and the quality of personnel is poor. Let's talk about a paid service. One owner reported that the indoor water was blocked. The property management company said it was a paid service. The shopkeeper agreed. The property engineer arrived at the scene with the necessary tools. Upon inspection, the toilet in the owner's room was blocked. He said that the owner should find a stool and then put the dredging machine on it to start dredging. After the connection, the drainage test was very smooth, because the owner of this community only charged one-fifth of the market price. The shopkeeper is very grateful. The engineer returned to the company with tools. Later, the owner called to report that the engineer found that the multifunctional toilet of 50,000 yuan was scratched by the steel wire of the dredging machine and could not be washed away. First, let's analyze this matter. No matter how much money is collected and what mentality, if something goes wrong as a result, the property company will definitely be responsible, which will bring unnecessary losses to the property company. Therefore, you must never do unqualified things, and you must never get involved if the quality of personnel fails to meet the requirements. So you must master the problem of moderate service, and never do anything you don't know.

Second, management.

Any enterprise is profit-oriented. As a property enterprise, the profit is very small. Therefore, it is necessary to study business projects very seriously. Property companies established by developers are mostly loss-making enterprises because of positioning problems. 1. Because his property management company is the after-sales maintenance unit of the developer, it solves the contradiction between the developer and the owner, so it bears a relatively large cost. 2. In order to build the brand of the development project and lay the foundation for future projects, the investment is particularly large and the service is beyond the scope of the property, but the time will not be too long, usually 3-5 years. This has caused great difficulties to the service operation of the property in the future. Five years later, all kinds of equipment and houses in the community began to have various problems. If the service continues, it will be difficult to operate and manage, so the developers will choose to quit in some way.

Generally, the service communities that pure commercial property companies receive are old communities, and the houses and equipment are problematic to varying degrees. Due to the different purposes of previous property services, the chaotic service concept and the relatively low treatment of commercial property employees, commercial property companies have a very difficult process in service, but through hard work, property services have gradually embarked on a normal cycle. Especially in service, operation and management, we should also adhere to our own service concept. Seriously study the problems in the community, treat different communities and come up with different methods. Generally, there are: (1) owner's quality problems. (2) Owners with economic problems; (3) There are problems with national living habits; (4) There is a traditional way of understanding problems; (5) The community has facilities, equipment, layout and other aspects that cannot be excavated; (6) More importantly, the standard of property fees; Is it possible to improve them? The new community can formulate the property fee according to the current price and the expenses that should be generated, and the old community is the property fee that was formulated in the past. However, with the passage of time, price and labor, it is difficult for property fees to rise. Because the interests of property companies and owners are different, most owners want to enjoy good service with the existing fees, and they don't want property companies to raise property fees. In the case that the property fee cannot be raised, the property company must study it well. Be sure to see the problems of the previous property management company, the work arrangement is unreasonable, and you can extract some to reduce the fees. Most property companies simply believe that if they want to serve well, they must have enough fees. In particular, what kind of service standards and workload are implemented are decided by the property management companies themselves, so the workload made by knowing management or their own experience is more reliable, and most property management companies generally make their own personnel arrangements with reference to the personnel arrangements of other companies, or use crowd tactics to complete the workload. Therefore, it is particularly important to know how to operate. We must work out a specific business plan according to the specific situation of this community, that is to say, we must work out a business plan according to the specific workload according to the above six factors and the shortage of the previous property, so as to achieve the purpose of operation. In particular, personnel arrangement is a very important link, and employing people is a level of work and the most difficult work. The workload that a person can bear and the mentality at work are very important, so the management should fundamentally employ people, not simple affairs. If everything is transacted, it will lead to a passive situation or inability to operate. So what is the fundamental employment? First of all, we should understand the nature of people, whether they are male or female, age, life background and needs. Then, according to the positioning of the service community, we should recruit corresponding manpower and do business training, so that they can understand the actual situation of the service community and the interdependence between the company and employees, stimulate their work instinct and make their work run normally. The system should be detailed, strict and reasonable. Special attention should be paid to the humanized system, and employees should not be allowed to work without thinking. We should tell you the operating conditions of some communities truthfully. Let them know the operational difficulties. If the work is not in place, the enterprise may not develop. You have to find a new job and manage it with feelings and rules. Therefore, every employee should know the importance of his work, conscientiously implement the tasks to be completed in each link, so that the enterprise can gain a firm foothold and achieve the purpose of operation.

Third, management.

1, organization and management

When it comes to management, the first thing to consider is a complete system, so property companies learn advanced management systems everywhere and use them in their own management without thinking, so that all management links can not be implemented or go through the motions, so that the work has not been significantly improved, and managers feel particularly tired. In fact, the management is particularly profound. We should make a more reasonable positioning of the community according to the nature of the project under management, the size of the area, the people living, the buildings and equipment. Then make a management plan, which is not an advanced management method and can rest easy, but arrange all links and personnel appropriately according to the situation of the community. It's not that the more people, the better. Sometimes the more people don't play a very good role. For example, a monk has water to eat, but more monks have no water to eat. It is necessary to arrange work for things that are useless without time, but it is not necessary to let others work all the time and get too tired to stand up. It is to guide people to think about things at work, explore the depth of work, and feel like a master. We must thoroughly study every link in the work, such as security personnel arrangement, cleaning workload, greening technology, requirements and the number of people needed to manage the area. Make reasonable and practical working time arrangements, stimulate the enthusiasm in the depths of human nature, make people profitable and enthusiastic, adjust the organization according to local conditions, and give full play to people's leading role. Not the bigger the organization, the better, and not every management project needs a formal management model. Instead, we should learn the history of human development in history according to the situation of the project and adopt the management method of the actual project to maximize the benefits. Therefore, when making laws and regulations, we must combine the actual situation, be simple and easy to operate, be particularly practical, and achieve the management effect, that is, good laws and regulations, not very advanced, very sound, very detailed and very good, and we must rub people's content into the laws and regulations, and the effect will be very good, so that management will play its due role.

2. Environmental management

Each community has its own characteristics, and there is an optimized integration process after the property is taken over. According to the cost, personnel quality and hardware environment of the community, a reasonable and feasible management plan should be worked out. In the process of formulation, we should rely on the influence of neighborhood committees, industry committees and community owners, do the work of problem owners seriously, strive to achieve the goal and improve optimized management. So what is optimal management? It is to minimize the difficulty of community management and give full play to people's energy. Make a reasonable patrol route and orientation. Constantly changing to ensure safety. As property managers, we should be aware of the problems existing in the existing environment, we must optimize and integrate them, and strictly consider manpower, material resources and workload. Whether the original greening situation is easy to manage and what adjustments should be made to achieve the purpose of saving management and effectively reducing costs from the integration of the environment.

3 equipment management.

The quality of residential equipment determines the strength and management level of the property, that is to say, whether the foundation of the property is solid depends on whether the equipment runs normally and whether the management is complete. There are generally two kinds of residential equipment, one is the equipment managed by industry departments, and the other is the equipment for property management. As a property management company, you should have a good understanding of these equipment. The regular inspection, the regular maintenance and the regular maintenance should be carefully recorded, and the owner should be given a serious account to improve the property. If maintenance funds are needed for major and medium-sized repair projects, it is necessary to carefully check the maintenance situation, the start time of the project, whether it meets the maintenance standards, who is responsible and whether it has the right to use the maintenance funds. If so, you can go through the formalities of applying for maintenance fund. If there is no warranty period or product quality problems, you should actively contact the responsible unit for handling. It is the equipment that the property is responsible for. Property should be classified and catalogued, and the number of equipment, maintenance time and inspection frequency should be carefully implemented. During the maintenance and repair of outsourced equipment, inspection and research should be carried out on site to ensure the normal operation of the equipment and no safety problems. At the same time, it is necessary to strictly assess the sense of responsibility and technical level of engineering personnel to achieve the level of property management.

The above views are my understanding of property work, hoping to help some property enterprises correctly handle and arrange property work. Do a better job in property management, and hope to continue to grow and develop, which will play a certain role in social stability, have a stable living environment for the lives of ordinary people, and relieve worries. Therefore, I also hope that real estate development enterprises, property enterprises and owners with real estate will discuss property management together.

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