How should the operating property management company handle the relationship with the owners?

A correct understanding of the relationship between owners and property service enterprises is the basis for dealing with the contradiction between them.

Property service refers to the activities that the owner selects a property service enterprise, and the owner and the property service enterprise, in accordance with the property service contract, repair, maintain and manage the houses, supporting facilities and related sites, and maintain the environmental sanitation and order in the relevant areas.

The owner is the owner of the house and an important responsible subject of property management in the property management area. The realty service enterprise is the service subject that provides the above activities according to the contract. The relationship between the owner and the realty service enterprise is established through the contract, which is based on equality, voluntariness and two-way choice. They are equal civil subjects. Owners employ property service enterprises through market competition mechanism and entrust property management projects to property service enterprises. Property service enterprises provide services for owners in accordance with the contract, which is actually a valuable commodity. Owners have to pay a certain fee for the possession and consumption of property management services. Therefore, they are the relationship between employment and being employed, entrustment and being entrusted, service and being served, and provision of goods and consumer services, and they are also a mutually beneficial and win-win cooperative development relationship. Since it is the relationship between * * * and * *, a series of measures should be taken to promote this relationship.

The source of tension between owners and property service enterprises

However, in real life, the antagonistic relationship between owners and property service enterprises is greater than the cooperative relationship, and the two subjects who should live in harmony have become contradictory parties. Disputes between owners and property service companies frequently occur: one party demands "fees" and the other party refuses to pay them; One side is blaming, and the other side is cursing; One party is the plaintiff and the other is the defendant; One side insists on its position, while the other side demands dissolution. In some places, the relationship between the two sides even deteriorated to the point of fighting.

Why is this happening?

1. Policy propaganda is not in place. Whether it is the owner or the property service enterprise, the knowledge of property management policy is not enough. First of all, many owners don't know much about property management policies, and even some owners' committee members can't improve the management system, implement correct supervision and management in accordance with relevant laws and regulations, and consider everything from the perspective of unilateral interests. However, the practitioners of property management do not know enough about relevant policies, have insufficient ability to grasp policies, rely on experience management, and lack reliable legal basis.

2. The service of the realty service enterprise is not standardized and the service quality is not in place. The management system of property service enterprises is not perfect, the service is not standardized, and the service awareness of employees is poor. A considerable number of enterprises are transformed from the original housing management department or unit logistics department, and some are still continuing the original management model and concept. Employees still retain their original manager status, and they are full of "domineering" in their work, diluting their service characteristics. In order to pursue their own profits, some private property service enterprises do not perform contracts as agreed and provide services that are inconsistent with quality and price. Some property service enterprises deal with the matters disposed by the owners without authorization, which infringes on the legitimate rights and interests of the owners. The low comprehensive quality of employees in some property management companies, the lack of scientific management ability, the lack of correct communication skills, and the lack of service awareness and operational skills as property managers have all led to the low service quality of property service enterprises.

3. The relevant government policies are lagging behind or lack of coherence and operability. The deep-seated causes of property management disputes are complex, and many owners transfer their dissatisfaction with social ugliness, demolition policies, development enterprises or current related policies to property service enterprises. Property service enterprises are struggling to survive between owners and the government, between owners and development and construction units, and even between owners and owners.

Some suggestions on dealing with the relationship between owners and property service enterprises

First of all, car owners need to change several concepts:

1. Property services are not welfare benefits, but commodities, and owners need to pay fees while enjoying property services.

2. The owner employs a property service enterprise to provide services for the property. Both sides have the same interests and goals. No matter what differences arise, the owners should adopt an equal, inclusive, helpful and friendly attitude to think about the problem and resolve the contradictions.

3. The owner should distinguish the main body responsible for the incident, and the property service enterprise is not a punching bag or a scapegoat. Social ugliness; Government supervision and management; The lag and irrationality of relevant policies; Illegal operation of development enterprises; Construction quality of the construction unit; Problems such as roads, transportation and telecommunications are not directly responsible for property services companies. Property service enterprises have the responsibility of coordination and settlement. They are responsible for contact, not compensation, and should not transfer contradictions to property service enterprises.

4. Owners should establish public awareness and self-discipline ability. Sometimes the words and deeds of owners, out of consideration for their own vested interests, do not take into account the overall interests of all owners, affecting the work of property service enterprises.

5. While enjoying the service, the owner should accept the management of the property service enterprise, because good service needs to be achieved through orderly management, and there is no service without management.

Secondly, property service enterprises need to change several concepts:

1. Employees of property service enterprises should correctly understand the relationship between management and service.

2. The essence of property management is service, and high-quality service needs to be achieved through scientific management.

3. All the staff of the realty service enterprise should change the concept of property management regardless of people.

4. Property management should always communicate with owners or other stakeholders in the service process, which is also a necessary way to resolve contradictions and solve problems.

In fact, another important link that affects the relationship between owners and property service enterprises is the management and supervision of relevant government departments. Because property management is the product of market economy, it has not been implemented for a long time in China and is still in the stage of growth and development. As an industry closely related to people's lives, problems are inevitable. However, as a government, in order to ensure the healthy development of the property management industry, we should improve relevant laws and regulations as much as possible and enhance the cohesion, consistency and operability of policies. At the same time, it is necessary to strengthen supervision, standardize the work of development enterprises, construction units, property service enterprises, owners' committees and other relevant parties, coordinate the relationship between all relevant parties, and create a good environment for the healthy growth of property management.

Management is not "governance". You should make good use of the power given to you by all the owners. Employees of property service enterprises should correctly understand their legal status. The owner entrusts the property management right to the property service enterprise out of trust, and establishes the legal relationship between them by signing the property service contract. The realty service enterprise shall provide satisfactory services to the owners in accordance with the provisions of the contract and relevant industry standards. Never cheat the owner by lowering the service standard. Keep the quality and price consistent, or the owner will fire you. The staff of property service enterprises want to change property management, that is, charge. Simple understanding of janitor, manager, sweeping the floor and planting grass. Property management is a highly comprehensive and high-tech occupation. As practitioners of property management, we should constantly improve our comprehensive quality and management ability, and achieve clear policies, good management, skilled technology and enthusiastic service.