How to strengthen service consciousness and improve management level

What is the significance of property management? I believe there is no need to talk any more. But how to strengthen the service consciousness and improve the management level, so that the efforts and labor of property owners (owners) and users can be recognized and they can feel that buying the property here is worthwhile, which is the theme we are discussing today. The first place of property management is the service industry. As a service industry, the products we provide are personal services, whether it is conventional public services (such as housing subject, equipment, facilities, environmental sanitation, greening, public security, fire protection, vehicle road management), targeted special services (such as providing domestic services, various business projects (such as club consumption), finance, intermediary services) or special invitations. We have taken over a real estate, whether it is a residential area, an office building, a shopping mall or other types of property, we must first make it clear that the management object is the property and the service object is the people. At present, as far as Guangzhou is concerned, there are many property companies, such as Hesheng Chuangzhan, Zhonghai Property and Huiqiao Property. , doing a good job in this respect. Looking at their management, they not only explored the depth of service, but also made a lot of training and guidance on service awareness. Today, as a highly competitive commodity society, whoever has good quality goods will buy their products; Whoever has the service in place will win the recognition of consumers and realize the return rate (such as supermarket competition). Property management, as a special service industry, only provides services for specific people in a specific environment because of its particularity (strong pertinence, only providing services for owners or users who have purchased residential properties). How can we get the approval of the owners or users and cooperate with our management? There is a technical problem. Owners or users have bought or rented the property here, and they feel in their hearts that I have spent a lot of money to buy a house and deserve the best service, so their mentality is "I am the owner, and your property management company is the housekeeper we invited back to provide us with services, and I am right to have demands and dissatisfaction with you". From the host's point of view, they are right to think that we are indeed the stewards they invited back to serve them. However, everything must have a scale. Sometimes, with this mentality, they will do some extreme behaviors, such as cursing managers, refusing to pay management fees, and even launching certain sports. When these industries happen, have you ever wondered why this behavior is caused? People are social animals, no matter how difficult it is to get along with each other, there will be a need for communication. One of the responsibilities of the property management company is to collect the opinions of different owners in time, listen to different voices, turn them into useful measures, constantly revise our service direction, and be close to the daily needs of owners. Collecting opinions is not only the responsibility of customer service department, but also other departments, such as security department, engineering department and even administrative finance department. A competent manager should have five members: manager, security guard, engineer, fireman and cleaner. We can do some simple superficial work at will, such as helping the owner to lift some heavy objects, opening and closing doors, pressing elevators, holding umbrellas, picking up garbage on the ground, giving the owner a smile at any time, etc., all of which involve whether our managers have a sense of service. Service consciousness does not mean that it is enough to complete a certain amount of work according to the company's regulations, but it is reflected in the nuances, which can be said to be seeing the truth. For example, the host came to our doorpost with something in his hands. The doorpost can say hello and quickly open the lobby door for the host, and shout for him, or help the host carry things until the elevator; For another example, the engineering staff received the maintenance notice from the business owner and went to the door for maintenance. After the maintenance was completed, they consciously cleaned the surrounding environment without increasing the extra burden of the business owner. How to strengthen the service consciousness and reflect the service level, we think the following points can be used for reference: 1, establish the concept of taking the company as home, correctly establish the service concept and establish the people-oriented belief. We believe that property management is a service-oriented undertaking, and serving others and society is its basic feature. Service consciousness, service skills and understanding of various working systems all depend on the moral quality of the service provider (including love, responsibility and sense of mission). 2. Seriously study your own business, delve into relevant books and strive to improve your business level. Through practice, many predecessors in the real estate industry have made a good description of many problems, solutions and preventive methods they encountered in their work, which provided direct reference for their peers and enabled our successors to avoid and improve many deficiencies. If we consciously learn from and use the previous work experience in our work, we will get twice the result with half the effort. Of course, all the textbooks provide us with common things, which are more based on the actual work situation of our unit, otherwise copying will only become a mere formality and dogmatism. What we really need to learn from others is a comprehensive approach and perspective. 3. Use civilized language in strict accordance with company regulations, and maintain the company and its own image. The company system is an administrative means to ensure work efficiency and normal internal operation. In our daily work, we require every employee to be a serious and responsible person, take the initiative to pay attention to the needs of customers, consciously implement the system norms, and make up for some uncertainties and imperfections. 4. When the business owner is in trouble, lend a helping hand, even if it is simply "What can I do?" It also makes people feel warm in winter. 5. Usually pay attention to communicate with customers, collect the opinions of business households, and be familiar with the basic situation of business households. When we provide services, we don't mean that the owners have to accept what we serve. Property management has to face different living habits, different ages, different educational levels and consumption levels, so the services provided cannot follow a fixed model, it is dynamic, variable and highly plastic. Therefore, we must first understand the different needs of customers and provide appropriate services according to different needs; Secondly, it is necessary to identify the potential needs of customers, and the services provided will bring surprises to customers, thus winning their satisfaction and loyalty. Moreover, we need to know the basic situation of business households, including family situation, work characteristics, personality characteristics, living habits and hobbies. Only with a certain understanding of the living habits of business households can we provide in-place services without exaggeration and targeted personalized services. We believe that the truly high-level service should be done inadvertently in the daily life of residents, leaving no trace, making them feel surprised and natural in the aftertaste, thus reflecting the beauty and humanity of life (this is a humanized service consciousness). 6. Respect yourself and others' labor achievements and create an atmosphere of friendship and mutual assistance. Respecting ourselves and others' labor achievements is also an important symbol of our service consciousness. We strive to create a variety of beautiful community environments through our own labor, and at the same time enjoy the fruits of our labor: our greening personnel bring us visual enjoyment; Cleaning agents bring us pleasant environmental enjoyment. If we don't cherish the labor of ourselves and others, spitting, littering (these situations still exist in our real estate), we will feel that the quality of employees is low and the service level is low. Doesn't this obliterate our efforts and discredit our faces? Human consciousness can be divided into congenital and acquired. Nature, we call it instinct. For example, if your hand touches a fire or gets an electric shock, it will naturally retract. This is an instinct, or a conditioned reflex. When people smell food when they are hungry, they will naturally swallow saliva, and even when they hear or see the word "sour plum", they will unconsciously swallow saliva. These are instinctive reactions, and they are born. The acquired consciousness includes what we call service consciousness. From the beginning, everyone was not used to facing a group of people, showing a decent smile and stretching a decent and elegant action. Self-training has a process that needs perseverance, just like a veterinarian training a small animal to do an action repeatedly. Only when you find that your body is facing the crowd and naturally makes all kinds of appropriate actions and smiles, they have already. Service is the foundation of property management. Property management enterprises should take improving service awareness as a realm, a pursuit and a responsibility, so that self-action has a strong purpose, direction and foresight.