How property management companies improve owners' satisfaction

In the property management industry, owner satisfaction is an important evaluation index to evaluate the level of property management and service quality. In order to improve the service quality and see through the connotation of satisfaction, it is necessary for us to decode and analyze the owner's satisfaction. 1. Satisfaction and satisfaction Satisfaction and satisfaction are two different concepts, and satisfaction represents the owner's approval attitude towards a specific service event, link or service system. Its essence is to distinguish from the relative psychological feeling of "dissatisfaction". Satisfaction is an evaluation index of satisfaction, which describes the owner's satisfaction with one of our special services or system services. Its essence is to show the quantitative value of service satisfaction. Through the above analysis, we must make clear the space and quality essence of satisfaction and satisfaction. Satisfaction represents the attitude of the owner, and satisfaction represents the degree of satisfaction of the owner. Satisfaction is the basis and process of satisfaction, and satisfaction is the result of satisfaction with all service links. Only by making everything satisfactory to the owners can we get higher satisfaction. The significance of understanding this problem lies in that we must emphasize the satisfactory implementation process rather than the satisfactory investigation results. Property management service is a very specific and meticulous service process. Only when all employees are aware of this principle can we pay attention to the fineness of service in our daily work and improve the pursuit of general satisfaction to the pursuit of satisfaction. In the face of service matters, we should pursue the deep-seated satisfaction of the owners' psychology from the professional and professional levels to improve the satisfaction of the owners. Second, decode the satisfied feature space (1), the satisfied stage and the unsatisfied persistence. The owner's satisfaction attitude has the characteristics of stages, and the dissatisfaction attitude has the characteristics of persistence. Owners living in residential areas can personally experience the advantages or disadvantages brought by residential property management. Because the service of the management office is unstable or has the characteristics of phased strength, the owner's sense of spiritual benefit also has the characteristics of phased; On the other hand, because the owners have lived in the community for a long time, they soon forget the things they are satisfied with, but remember the things they are not satisfied with, so the psychological state of dissatisfaction with the service of the management office is long-standing, which makes the owners' dissatisfaction have long-lasting characteristics. From the perspective of psychological reaction, the survey on the satisfaction of owners' property services always exists between temporary satisfaction and lasting dissatisfaction. Even if you are satisfied with one of the survey items, it does not mean that he is 100% satisfied with you before or after the survey. Therefore, the owner's satisfaction attitude is a helpless temporary response. In the master's mind, when he answers "satisfaction", in fact, the emotion of "dissatisfaction" exists in psychology at the same time. The significance of analysis from this angle is that when we provide property management services for owners, we can objectively understand the relationship and contradiction between temporary satisfaction and continuous satisfaction of owners, rather than just deliberately pursuing the service ideological basis of temporary satisfaction promotion, and understand that real estate and property management are in an infinite psychological state facing owners' services. We should use a continuous viewpoint to avoid the pursuit of temporary satisfactory service characteristics and pursue a new space for continuous satisfaction of owners. Only in this way can we have the motivation and passion for innovation and improvement. (2) The survey data of dynamic satisfaction and static dissatisfaction are only relatively objective results, but they are not the only results. From the dynamic and static point of view, the so-called owner satisfaction is not static, and there are many factors that cause changes, usually due to changes in time, mood and demand. For example, even if you conduct a survey in a sample of the same owner group, when you change the survey time, the survey results will be different in the morning and evening; The survey results at the beginning and end of the month are also different; The survey results in the first half of the year are different from those in the second half, and so on. This is because the psychological characteristics of car owners change with the changes of time and emotional factors; On the other hand, the owner's service demand is also dynamic, so the owner's satisfaction with the service of the management office is also dynamic. Judging from the static psychology of the owners, the relatively solidified thoughts and emotions of the owners are not satisfied with the real estate and property services, but dissatisfied with their services. Therefore, the master's normal psychological state is static dissatisfaction. Understanding the dynamic satisfaction and static dissatisfaction of the owners is of great significance to guide our work. The owner's dynamic satisfaction requires us to find the owner's dynamic service demand from the point of view of "chasing" in our work, and to generate a sense of urgency with extreme time, mood and emotion to maintain the stable and high satisfaction of the owner; The static dissatisfaction of the owners requires us to always overcome the idea of complacency and once and for all, and make the basic work better, more accurate and more detailed; In the new demand field, we should always tap the new demand space of the owners and make the brand and service to the extreme. (3) Information asymmetry determines satisfaction asymmetry. Owner satisfaction does not exist in isolation. The information received by the owners before the satisfaction vote is asymmetric, which inevitably determines that the satisfaction expressed by the owners is asymmetric. On the one hand, the characteristic value of satisfaction is related to the quality and level of direct services we provide, but it is also related to the surrounding property management environment and level. For the owner, before we implement the satisfaction survey, his satisfaction score may be "default", so what is the reason or basis for his "default"? In fact, the reason why the owners "default" is because the owners are greatly influenced by the management level of the surrounding property. The owners of their own community have heard and witnessed many excellent service projects, but what impressed the owners most was not the excellent service provider, but the worst service provider. The service information held by the owner is asymmetric. Usually seeing and hearing the surrounding communities shows that the management is good and thoughtful. It's always touching to see your community service. Therefore, when the owners face the satisfaction survey, they have already buried the dissatisfied external genes in their hearts. Another external gene is the progress factor of the industry. When there is an advanced service model in the industry, if you still stay in the original service model and don't improve it, the owner will lay an unsatisfactory thought gene before you investigate. To understand the significance of asymmetric satisfaction determined by asymmetric information of owners, it is necessary to study how much the owners have mastered and accepted our quality service information in our usual work or before investigation; How much excellent information about the surrounding property management has been mastered and accepted; In order to eliminate the influence of information asymmetry on the survey results, it also warns us to publicize our service brand and service quality in the usual service management and strengthen the owner's information occupation. Third, decoding the reverse thinking space of satisfaction Objectively speaking, the survey contents and methods of owner satisfaction are designed for real estate or property service providers. She set the direction of the answer sheet before the investigation, which to some extent represents the willingness of the real estate or property service providers to investigate. In other words, it serves real estate or property management enterprises, and represents the brand and quality interests of service providers. Obviously, this is not the desire of the owner. In the owner's mind, it is not to express how satisfied we are with our service, but to express how "dissatisfied" we are with the real estate and property management. Therefore, we try to change the original "satisfaction" survey into "dissatisfaction" survey through reverse thinking, so that the owners can express their "dissatisfaction". This can reflect the existing problems more directly, which not only represents the subjective intention of the owners, but also is more conducive to the real estate and property service providers to find problems and improve the shortcomings in their work. The reverse thinking space of satisfaction is very important for enterprises to have the courage to solve problems. Satisfaction survey covers up many "dissatisfied" problems. Enterprises do not solve or solve problems slowly or rarely, and all of them reserve an excuse interface for service providers. Enterprises can face the problem directly, or they can face the problem halfway, or they can not face the problem directly. The owners are in a passive or helpless state. The results of "dissatisfaction" investigation under the reverse thinking mode can intuitively show the shortcomings, dissatisfied departments and dissatisfied items in our work, making the problems more direct and the problems to be solved more clear. With a sincere attitude to solve the problem, we can try to investigate the owner's "dissatisfaction" with our work in a dissatisfied way, which may be more meaningful and more representative of the owner's voice. In a word, owner satisfaction is a systematic project, involving the owner's time domain, space domain, ideological domain, emotional domain, information and other fields. In order to obtain high and stable satisfaction in the eyes of owners, enterprises need to logically think and decode the formation and results of satisfaction from a systematic perspective, find out its potential laws, formulate the implementation plan of satisfaction, and guide all employees to invest in the "project" to improve satisfaction with positive thinking methods.