What are the methods to deal with owners' complaints in property management?

Listen carefully and patiently to the owner's complaints with a sincere attitude and a peaceful mind, and don't interrupt easily. At the same time, you can ask questions euphemistically and know the reasons and requirements of complaints in time. For those inaccurate, extreme or misunderstood complaints, express understanding moderately, and do not make any hostile or defensive rebuttals to avoid conflicts.

(2) Record and confirm the complaints in detail.

While listening to the owner's complaints, you should carefully record the contents of the complaints as detailed as possible, and repeat the contents of the owner's complaints and the items that need to be solved to confirm the owner's complaints. For example, "Mr. XX, miss/madam, you mean it, don't you?" "What do you think, Mr. XX, Miss/Madam?" Wait a minute.

(3) Treat it sincerely and deal with it calmly.

To pour out all kinds of complaints, experiences or misfortunes, we should first put ourselves in the other's shoes and properly express our understanding or sympathy. If the owner is emotional and rude when complaining, the property management personnel should handle it calmly and leave temporarily if necessary to avoid conflict.

(four) timely treatment, pay attention to quality.

Put forward opinions and solutions to complaints as soon as possible, take immediate action and take measures to deal with them. Delayed handling is also an important reason for new complaints from owners, so special attention should be paid to the quality of complaint handling.

(5) Sum up experience and improve service.

In the return visit of complaint handling, we should thank the owners for their opinions and suggestions. At the same time, the owners' complaints are sorted and analyzed, lessons and experiences are summarized, and the management and service level are improved.

[Case] Xiao Huang, a maintenance class of a residential property service center, received a call for repair. Miss Zhang, the owner, said that the small balcony in the kitchen was leaking. Xiao Huang Ma arrived at his master's house with his equipment in five minutes. At this point, Mr. Zhang's kitchen balcony has accumulated more than 30 mm of sewage. Xiao Huang hurriedly tried to pump water through the floor drain with a water pump, but the effect was not good, and the surface sewage did not decrease. Xiao Huang said apologetically to the owner, "I'm sorry, miss, this floor drain is blocked so badly that the water pump can't be opened. You must use a machine to get through, but according to the regulations, you have to charge a 30 yuan fee. " Miss Zhang immediately disagreed. "My washing machine has not been used these days. It can't be that my floor drain is blocked. It must be the main sewer. My family has no reason to pay. " Xiao Huang patiently explained the relevant regulations to her, but the owner was very unhappy and immediately dialed the telephone of the property service center, complaining that the maintenance workers didn't want to work and charged fees. Xiao Huang didn't get angry, but adopted the strategy of tactfully communicating, and made a detailed analysis to the owner: "The drain pipe of your kitchen sink is connected with the floor drain of the balcony, and * * * uses an exit. We can try to open the sewer pipe of the vegetable basin. If the sewage flows away, it means that your floor drain is blocked and you need to pay maintenance fees. If the water pipe is unblocked and the sewage has not flowed away, it means that the main sewer pipe is blocked, and we will not charge you a penny. " Miss Zhang agreed, so she knocked the dredging belt down from the drain of the vegetable basin with a machine, and soon the accumulated water on the balcony flowed away from the floor drain. In the face of the facts, the owner thinks that the floor drain of his home is blocked, the maintenance cost has been paid, and the water accumulation incident has been satisfactorily solved.