Wanda Property Manager's Suggestions to the Company

1. Property management services not only have the characteristics of general service industry, but also have their own unique characteristics, which are as follows: (1) restrictive: (1) policy factors; ② Owner's factors; ③ Developer factor; ④ technical factors; ⑤ Environmental factors. (2) relatively long-term. (3) Both parties are satisfied. (4) differences. (5) Emotional intensity. 2. Service first is the unchangeable tenet of any service enterprise. The core of all activities of property management enterprises is to provide quality services to satisfy the owners. The service work in management is long-term and mass. Therefore, property management should always implement the concept of "exquisite service, responsible to the people" and integrate management into various services. 3. A warm reminder "Contact number of cleaning staff on this floor: XXXXXXXX" is set above the washbasin in the bathrooms on all floors. Advantages of setting the contact number of the cleaning staff: As the cleaning staff is responsible for the cleaning work on the second and third floors, and sometimes they also work on other floors, they can immediately call the cleaning staff to clean the office on this floor once tea is spilled. 4.( 1) Commitment is the most important service. First of all, we should make a commitment within our capacity, and suggest that the company check whether the current service items and standards are beyond its capacity, and if so, modify or think of other simple and effective methods; Secondly, we should try our best to implement the commitments that have been made and made public. It is recommended to implement them one by one according to the established work requirements and standards every day. (2) The details determine the effect of the service. Establish your own important consciousness, start with your own words and deeds, list all kinds of details that should be paid attention to from etiquette, appearance and work effect, analyze which details are important and which lead to bad results, and correct and overcome them. In order to prevent too much attention to details from affecting work and service, we should also delete details and bad habits that are inconsistent or unnecessary with work objectives, so as to make ourselves speak and do things quickly and improve efficiency. (c) Communication is an important channel for connecting various services. Good communication plays an important role in service work. Without this kind of communication, the requirements of many of our services are unclear, and the responsibility for service accidents is difficult to distinguish. Therefore, it is suggested to improve the channel between the waiter and the service link, which can be an event register or other ISO record forms. It is necessary to accurately record and reflect the customer's requirements, so that the waiter can clearly grasp the customer's dynamics in the next time period or link, so as to provide accurate and in-place services. According to the established communication channels, we can find out the handling evidence of service rewards or service accidents, distinguish responsibility accidents, reward good behaviors, and assess improper service behaviors, so that the rewards are clear and definite, which will definitely promote our service work. 5. In the management and production personnel at all levels, we should actively instill the awareness of risk management, re-understand what is really "people-oriented", and run this idea through the whole process of property management services. Re-establish a correct safety thought, change the past practice that everyone will avoid risks in their own way and dilute the harm of people's daily safety desires without adequate safeguard measures, re-examine and design safety norms in all links, and put "Watch out for slippery roads" signs in rainy days; Thunderstorm reminds users to close doors and windows and take back flowerpots on the balcony. To ensure the safety of life in buildings or communities. 6. "People-oriented" property management is "owner-oriented", which is an owner-centered property management concept. Property management is to serve the owners, and the purpose is to create a safe and comfortable interest-bearing environment for the owners, so as to realize the preservation and appreciation of the property. Put yourself in the owner's shoes, create a safe, clean, comfortable and beautiful living and working environment for the owner, and let the owner feel a sense of belonging when he returns to the property management area. Through considerate family care, they can get spiritual satisfaction while enjoying services. Only by doing all the work in the early stage of intervention can the management in the future be handy. 7. Under the condition of market economy, the competition of goods is largely the competition of services. How to put customer service in the first place, provide customers with standardized and humanized services to the greatest extent, and how to upgrade services to a professional level to meet customer needs are the biggest challenges facing modern enterprises. Therefore, modern enterprises must work hard on services in order to gain sustained and strong competitiveness in the same industry. 8. The company is a service-oriented industry, and every behavior of employees will affect the company's image. The attitude towards customers should be warm and sincere, with the aim of creating a safe and comfortable living environment for the owners. Put yourself in the other's shoes and pay attention to details. Details determine success or failure. Let everyone work scientifically and seriously, think attentively and empathize, and create a bright future for the company! 9, the service industry to stand out in the competition, relying on the strength of starting from a young age, rather than relying on gorgeous appearance and luxurious decoration. We should look at our own shortcomings from another angle and carry out continuous training so that employees can learn to absorb the essence of external services. Only in this way can we really improve the service quality of the enterprise itself and achieve a qualitative leap in the process of accumulating essence. 10. In property management, the employees of enterprises, especially the front-line employees of the management office, directly face the owners, and the owners' dissatisfaction and complaints about the service process are very direct. When we receive customer complaints, we must give the owners a specific time and method to deal with them, so that they can have expectations, and at the same time, we must pay a corresponding service return visit to understand the opinions and suggestions of the owners, so that our service management can be improved. 1 1. We should not only pay attention to the enthusiasm of service, but also pay attention to the skills of service. To do this, when dealing with customers, we should be good at observing customers' eyes, spirits, feelings and words, and be good at saying the right things and doing the right things at the right time. Only in this way, customers can truly appreciate our service, identify with our service, and the service can be put in place. 12, the service of property management enterprises is not in place, which has caused dissatisfaction and complaints from business owners. In addition to service standards such as politeness, enthusiasm and friendliness, patience and consideration, and language humility, the following principles should be followed: (1) Responsibility principle; (2) recording principle; (3) the principle of timeliness; (4) the principle of thoroughness; (5) improvement principle; 13. If our service staff followed the standard service process and used polite language to persuade and persuade the guests, maybe the complaint would not have happened. We should vigorously advocate: "Please express your sincerity in your language". Therefore, it is suggested that the company carry out the "service star" activity in the lobby, or the "building image spokesperson" evaluation, so as to promote the improvement of the service level in the lobby of each building and erect a new image of the company's first-class property service. 14. As a member of the property management service company, we still need to improve in many aspects. On the premise of the company's first-class qualification, improve its service level, find its own shortcomings, and let the company's service level develop to a higher level. 15, how to improve the service level, how to implement the service work and how to create value for the company are all realistic problems before us. First of all, be knowledgeable and eloquent. Customer service in property management involves all aspects of daily life and requires customer service personnel to master all kinds of knowledge and skills. In addition to mastering and understanding the necessary knowledge of property management industry, we should also accumulate more social experience and master more personal skills. In daily work, it will be very effective to carry out property management work if we can give appropriate help to the different needs put forward by the owners. Secondly, we should be strict and self-disciplined, regardless of personal gains and losses. As a company employee, the first thing you should do is to strictly abide by company discipline. And the so-called "strict self-discipline", I understand as "don't do things you shouldn't do, don't say things you shouldn't say." As employees, the quality of personal work is not only related to the interests of the company, but also directly related to their own interests. You can and should do more things inside and outside the work, and work more hours. 16, our property management company was promoted to a national first-class qualified enterprise, and we saw the shortcomings of others, so we should take a warning. Therefore, we should improve our service level accordingly; Respond quickly and solve problems for customers wholeheartedly. Customer satisfaction is above all else, and property management will do the best. 17, the prompt sound of swiping the card at the entrance of the parking lot of Xinyuan Building is ugly, so it is suggested to do it well, which is in line with the national excellent property image. 18.( 1) Let every employee of the company truly understand the importance of service in the management of property management enterprises. And what is the service and how to do it? (2) Starting from the inside of the enterprise, it is necessary to strengthen the cultivation of employees' own service awareness. Without consciousness, how can we talk about service? (3) Change the internal mechanism of the enterprise and enhance employees' awareness of market competition. (four) to strengthen communication between departments, departments are strictly prohibited from mutually exclusive work. (V) Establish the service training content of the company headquarters and strengthen the training. (six) do a good job in publicity and strengthen the normal communication with the owners. 19. As a property manager, we should follow the principles of starting from the owners and customers, thinking for them, being responsible for them, and making them satisfied, implement family management for them, help them do a good job and life, strengthen communication with them, and improve their satisfaction and trust. Answer the questions and requirements raised by the owner as soon as possible. 20. As a service industry, how to improve the service level, how to implement the service work and how to create value for the company are all realistic problems before us. 2 1. In the final analysis, property management is to provide all kinds of satisfactory services for owners. "Refinement" means that every step of our work should be meticulous, every link should be meticulous, and every work is a fine work. Many cases of property management show that the implementation of "humanized" service measures is very helpful to reduce customer complaints. The internal corporate culture of the company has a good foundation, and the company has a certain cohesion. I believe that the corporate culture outside the company will also have an impact on customers as soon as possible, and turn materialized management into humanistic care. For example, the company's security guards have frequent contact with new and old customers, the service cannot be cold, and polite language and etiquette actions should be strengthened; If work permits, you can call a taxi for customers, help carry heavy objects, help the old and bring the young, and answer questions enthusiastically. 22. In the process of finding the service shortage, we deeply feel the gap and shortage of our service. In the future work, we will be strict with ourselves, be anxious about what customers are anxious about, and strive for perfection in service. 23. With the promotion of the company to a first-class qualified enterprise, we should think more about how to fundamentally improve the competitiveness of the company! This requires the concept of "people-oriented", introducing talents and cultivating talents! One of them needs to constantly create a positive and good cultural work atmosphere! When all employees are enterprising, full of hope and take the company as their ideal career home, the company can really attract and retain talents, and the company's growth will have a sustained and solid foundation! 24. As a property management enterprise, it should not only reflect the interests of the owners, but also take into account the customer's demand for services and seek a stable balance between the owners and tenants. 25. While considering the interests of the owners, we should also try our best to meet the needs put forward by customers, which may be more conducive to the long-term development of enterprises and establish a good image in the hearts of every customer. As a member of the property management company, we always have a good sense of service. No matter how big or small things are, we should not adopt a perfunctory attitude and think that they can be solved. We should do everything possible to stand from the customer's point of view and sincerely share their worries and solve problems. This is a service. 27. As a service industry, we should be people-oriented and do everything well, from small to large, and do fine things. 28. In our work, we should grasp the needs of customers and the accuracy of our work. No matter when the customer comes, we must first meet the customer's time requirements and then deal with them according to the situation. From this, I realized that only by satisfying the owners (customers) can other aspects be profitable. 29. With the deepening of the reform of separation of main and auxiliary industries, the original market is no longer calm. If we can't provide services that satisfy the owners, the seemingly stable market will also be lost. Therefore, from the perspective of service providers, we must constantly improve the service level and efficiency, so that the company is always in a state of market competition, focus on the market, give play to its own advantages, strive to surpass the "blood" market share, and enhance the overall profit level of the enterprise by scale. 30. If a property management company wants to create a brand successfully, it must expand its achievements from point to point according to the characteristics of the property, hardware and software facilities, so as to realize the strategy of creating a property management brand. That is to say, a property management company must first analyze and understand the preconditions for creating a brand. 3 1. Only by improving services can we innovate benefits. So, start from yourself, work in a down-to-earth manner, and don't have the phenomenon that the service is not in place. 32. We should establish an idea that service is the cause, the soul, the pursuit, the realization of life value and the link of high-quality life in society. One of them is to improve the service quality from the standpoint of the owner, not from the standpoint of the property management enterprise itself or the developer. We should change our concept and old service system, learn from Haier Group's "customer is always right", regard service as our first demand, treat every family well, do everything well and do every day with heart. 33.( 1) Establish a strong sense of responsibility and self-dedication. (2) Establish a good sense of service. (C) to have innovative management concepts. (4) Establish an efficient and united work team. (E) To have the working concept of all-staff marketing. (six) to formulate practical and operable work objectives and development plans. (seven) to establish an effective and feasible training mechanism. (eight) to ensure the safety of the property under its jurisdiction, a safe and stable environment is the premise for customers to choose the property. 34. The uniform clothing, civilized manners, friendly attitude and friendly language of employees have become the unified standards of customer service personnel. Only by following service standards, diligently practicing internal skills and being proficient in business can we continuously improve the image of property services and establish the brand image of property management. In daily work, it is an important link for the continuous improvement and development of property management to strengthen post responsibilities and highlight working procedures. 35. Being able to do fine service is the requirement of standard service. We should improve our service level, constantly reflect on ourselves, and constantly add value for ourselves, so as to realize the slogan of our company: "service first, honesty first". 36. It is necessary to continuously strengthen the service quality and awareness of employees themselves, improve their work skills, and advance in strict accordance with the service level of national first-class property management. 37. In our service management, we must treat customers at different levels, whether owners, tenants or other consultants, with the same service quality. Only by standardizing services can we improve the service brand as a whole. 38. Every employee of our company should actively provide services to customers, have a high sense of responsibility and dedication, and strive to improve their service level; Active service, customers can give high evaluation; Proactive service can leave a good impression on customers. The active service of employees is the key to improve our service level and quality. 39. The waiter's smile is a kind greeting; When guests come, a smile is an eternal welcome song; When the guests leave, a smile is a warm farewell speech; Smiling is a sincere apology for a small mistake at work. 40. Attitude alone is not enough for the service to be in place, and skills should also be guaranteed. Skills and skills are embodied in all aspects and links of service, and different positions have * * * requirements, such as communication ability, coordination ability, complaint handling ability, language expression ability, foresight ability, and the ability to remember guests.