How to solve the problem of difficult property charging

Property management started late in China, and there are many problems in the development process, one of which is the difficulty of charging for property management. The expenditure of property service fees is closely related to the daily life of the owners. For property management enterprises and owners, property service fee is still a very sensitive social issue. The so-called "property management fee" refers to the fee paid by the property owner or user for obtaining property management services. Including: wages and welfare expenses of employees of property management enterprises; Maintenance fee for public facilities; Cleaning fee; Security costs; Greening fee; Office expenses of property management enterprises; Depreciation expense of fixed assets of property management enterprises; Taxation; Profits. At present, the collection rate of property management fees in most parts of China is not ideal. Second, the reason for the difficulty in charging property fees in China (1) The service level of property management companies is low. The service quality of property management companies can be said to be the cornerstone of their survival and development, and it is also the premise of building a brand of property management services. However, at present, most property management enterprises are organized and built by developers, and there are problems such as low quality of employees and irregular service. Some property management companies think that property management is only simple manual labor, and people with low education and no special training can be fully competent with low wages, which leads to inadequate property services and irregular operation, which infringes on the interests of owners. (2) Residents' consumption awareness of property management is poor. Because the owners are not property management professionals, they generally don't know much about this emerging industry, and there are still many misunderstandings in the concept of housing consumption. First of all, the owners didn't realize that property management is an investment behavior to preserve and increase the value of their property, and that property service is a consumption behavior. When paying the service fee, they always find some service quality problems for their own benefit as reasons for "refusing to pay". Secondly, the understanding of property management laws and regulations, the content of property services and their respective rights and obligations with property companies is superficial, and many owners have not yet established the concept of paid consumption of property services. Third, many owners are not clear about the concept of "owners' convention". They often attribute the property management contradiction caused by the owner's illegal operation to the inaction of the property management company, which is also an important factor that the property management fee is difficult to collect. (3) There are some problems in the process of property construction, such as poor engineering quality and imperfect supporting facilities left over from the planning, design and construction stages of some development projects; At the same time, developers promised some preferential policies for property services and fees when selling houses to attract more customers to buy houses. When the owner found that the quality of the house was unsatisfactory after moving in, and the original promise of the developer could not be fulfilled, so that his rights and interests were infringed, the owner pointed the finger at the property management enterprise and thought that it should not be borne by himself. Once the owner can't solve the problem, he refuses to pay the service fee. (D) Property management laws and regulations are not perfect. Due to the late start and short development time of property management in China, many property management relationships are still unclear, and property management laws and regulations have not formed a perfect system. Property management is a service industry involving all aspects, and its comprehensiveness determines that there will be complex problems in operation. There is no way to follow if there is a problem, so we can only take drastic measures to confront it, which has become another factor that makes charging difficult. There are many disputes and contradictions in property management, often because of the imperfection of laws and regulations, which can not be adjusted and solved satisfactorily in time, which makes the "resentment" between owners and property companies accumulate more and more, which directly leads to the difficulty in collecting property management fees. If there are relevant laws and regulations to bind the property management company and the owners, and clarify the legal rights and obligations of both parties, it is just around the corner to raise the charging standard. Third, the solution to the difficulty of property charging (1) Property management companies should provide "quality and price matching" services. The so-called "consistent quality and price" means that the property management company collects the fees assessed by the owners, and the services it provides must meet the service standards agreed in advance in the service agreement. Property management enterprises export services, which can be said to be the products of enterprises. Property management personnel should strictly stand on the position of all owners, provide quality services for the majority of households, constantly improve service awareness, correct the service attitude of employees, and firmly establish the guiding ideology of "owner first" and "service first". Property management enterprises should also improve their service quality and management level through continuous innovation and practice. Good service is the best way to resolve various contradictions, and it is the key to establish a harmonious relationship with the owners and create a harmonious property management atmosphere. In daily management, we should pay attention to communication with the owners. Only good communication is the main means to improve the relationship with the owners and improve their satisfaction. (2) Strengthen the publicity of property management knowledge and change the consumption consciousness of owners. In order to establish a good and harmonious relationship between owners and property management companies and solve the problem of difficult property management fees, property management companies should strengthen the publicity of owners' property laws and regulations and property management knowledge. Use different forms of publicity in daily management to improve owners' understanding of property management laws and regulations and property management knowledge. Property companies can also organize publicity activities of property management knowledge from time to time according to the characteristics of owners, interact with owners, enhance mutual understanding, shorten the distance, and at the same time let owners have a more intuitive and clear understanding of the operation of property management enterprises, the composition of property service fees and related laws and regulations, and gradually establish a correct concept and consciousness of property consumption. (III) Improving the quality of personnel in property management enterprises Property management is a paid service industry, and the quality of employees will directly affect its service quality. Therefore, it is very important for property management companies to shape a high-quality staff. Property management is different from other industries, and sometimes the moral quality of employees is higher than the professional quality. Therefore, property management companies can regularly train employees on "professional ethics" and "public relations etiquette". Cultivate employees' ability to communicate with others, standardize service behavior, let owners feel respect from the heart, and let owners truly realize the purpose of "owner first" and "service first" of property management companies. (4) The successful practice of intervening in property management in the early stage of real estate development and construction tells us that property management should not only manage the use of property projects, but also manage the whole process of property implementation. If there is a property company involved in the early stage, it will participate in the whole process. Put forward reasonable suggestions on the planning and layout of residential areas, supervise the construction quality when necessary, and put forward new problems found in the development and construction process to the construction unit in time and solve them in time. On the one hand, it can truly safeguard the legitimate rights and interests of the majority of owners, at the same time reduce the problems left over from development and construction, reduce "congenital" diseases from the source, and ensure that the developed products meet the needs of the majority of owners day by day. It improves the popularity and credibility of developers, and is also very conducive to the smooth sale of houses. (V) Establishing and perfecting the system of laws and regulations on property management In the property management industry, there are few laws and regulations that guide property management behavior, and they are not perfect. According to the diversified property types and changing social reality of the real estate industry, the competent departments of various regions should formulate operational laws and regulations with local characteristics in a timely manner. Make property management form a complete and systematic legal system. With the further improvement of national laws and regulations related to property management, with the constant change of people's consumption consciousness and concept, and with the efforts of every owner, property management will take a new step. With the joint efforts and active cooperation of owners, developers, property management companies and all parties, the problem of difficult fees will be gradually solved.