Property composition in spring

In the spring of March, the company arranged for me and the engineering foreman to go to Lianyin Building, a commercial office building in Hangzhou for a week's study. The property we manage is a single owner, which is completely different from them. A week later, I benefited a lot. In summary, there are the following points.

First, the management of documents. Document management is also a very important aspect and a key content of quality documents and service standards. Before coming, I heard that the management office of Lianyin Building has been established for three years, and all kinds of documents are complete. They won the first place in the service standard implementation review in XX years. So the company arranged for me to study. They specially arranged a manager to sort out the documents. According to their own situation, it can be divided into three categories: management files, owner files, and foreign files. One * * * has thirty folders. The serial numbers of all kinds of documents are arranged clearly and neatly, and you can quickly find what kind of documents you want. As our management office has just been established for one year, some documents are not complete enough and some are messy. We can use them as specimens and make them more perfect in the future.

Second, property-related charges. Because our management office is a single owner, the property management fee is directly transferred to our company account, without going through the hands of our management personnel, and there is no need to collect water and electricity fees, which can be much easier. Moreover, it is my first contact with property management, and I only learned the theoretical knowledge about property fee collection. This time, I went to Lianyin Building as an intern and practiced it myself. Some owners pay property fees and utilities together, which can be paid at one time, some owners pay as much, and some owners pay a little at a time, which is the most troublesome. What is even more infuriating is that some owners refuse to pay property fees for some improper reasons, which requires our managers to have enough patience to communicate and explain with them. Through practice, I learned another communication skill. As a property management industry, the most important thing is to put the owners first, serve first and communicate effectively.

Third, infrastructure equipment. For equipment management, I saw in my internship that the management office of Lianyin Building focused on establishing and improving the equipment management system; Establish equipment cards for various equipment; All kinds of equipment have detailed account records. Open its inspection records, and record the regular inspection, maintenance, repair and cleaning in detail. Director Li personally took me to the equipment room. The floor is clean. Because the shop has not been rented out, the first to third floors are vacant, and the central air conditioner has not been turned on, but the air conditioning control equipment has been cleaned. The two-story underground parking lot has clear import and export signs, clearly defined parking areas for bicycles, electric cars and cars, and all kinds of vehicles are parked in an orderly manner. Moreover, their car controllers will also use some traffic gestures to get off and get in and out correctly during rush hours.

Fourth, interpersonal relationship management. The management office has established a good relationship with the owner. At present, there are more than 100 companies working in this building. Managers and owners are familiar with each other, and most of them clearly remember which room they work in. These days, I often see owners coming to the management office to talk about work and chat, just like a family.

The relationship between the personnel of all departments of the management office is also very harmonious. During the break, I saw employees of several departments playing chess, watching TV and chatting together. Sometimes, the rice brought by the engineers will be taken to the cleaning staff in the cleaning department to help heat it with the steamed rice.

Fifth, care about employees' lives. The management office of United Bank Building is very concerned about the lives of employees. In the security monitoring room, there are two monitoring pictures jumping badly, and the security department requires the monitoring post to have a rest to avoid excessive eye fatigue. I bought TV, chess, poker and fitness equipment in the lounge. These have enriched their spare time. According to Director Li, they are going to install some electric fans for the employees staying in the hotel before the arrival of summer, so that the employees can have a good rest and work full of energy. Director Li learned that we came to their management office to study, and the first thing that came to mind was our food and shelter. After we arrived, he arranged for someone to take us to a nearby hotel during lunch break and found us a clean, quiet and cheap room. These are my personal feelings, and I was moved. Article source: 0s.net.cn

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A week passed quickly and we came back with the harvest. We will learn from their advantages to improve our own management. I, on the other hand, will constantly improve my ability and make my work perform better.

Property management experience (2);

With the deepening of property management in residents' lives, providing customers with satisfactory services has become the primary method for property management enterprises to maintain their absolute competitive advantage. To win customers and win the market, we must constantly improve the quality of service and management level, and often the customer's recognition of service comes from the sincerity of the service provider. To this end, the Industrial Branch has conducted a series of training and learning for property management personnel, and I have accumulated the following experience:

First, document management.

Document management is a very important aspect and the key content of quality documents and service standards. The teacher first told us the contents and norms of document management, and then took us to visit the document management of several famous property management communities in Wuhu City. What you heard is worse than what you saw! They specially arrange a manager to organize documents, which are divided into three categories according to their own situation, namely management files, owner files and foreign files, with a total of 30 folders. The serial numbers of all kinds of documents are arranged clearly and neatly, and you can quickly find what kind of documents you want. And the contents in the folder are complete.

Second, information exchange.

Secondly, change "pure service" to "interaction with owners". Simply improving the quality of service, all property management is in accordance with their own management requirements, which often leads to friction with the owners' work. Due to the diversity of owners' needs and the enhancement of environmental and cultural awareness, they have different needs for improving service quality. The ancients said, "Those who touch people's hearts should not consider their feelings first." . At present, the owners' demand for property management is diversified. In order to win the recognition of the owners, in addition to constantly improving their service level, they must also treat others sincerely and move people with emotion. The core of this is to enhance personalized service. By establishing the owner's demand file, we can understand, master and dig the owner's demand in time, so as to provide a wider range of services for the owner. In addition, strengthen communication with the owners in daily life, sort out and classify the collected opinions, give timely feedback, make continuous improvement, attach importance to the owners' feelings and integrate them into their emotions.

Third, the property management facilities and equipment

Property equipment includes not only indoor equipment, but also outdoor equipment and facilities within the red line of the property, including water supply and drainage, power supply, heating, fire protection, ventilation, elevators, air conditioning, gas supply and communication networks. These equipment constitute the main body of property equipment and an organic part of all-round management and service of property. In terms of equipment management, it is a bright spot to establish and improve the equipment management system in Wuhu property district and establish equipment cards for all kinds of equipment. All kinds of equipment have detailed account records. Open its inspection records, and record the regular inspection, maintenance, repair and cleaning in detail. We visited the computer room, and the ground and equipment were spotless. The two-story underground parking lot has clear import and export signs, clearly defined parking areas for bicycles, electric cars and cars, and all kinds of vehicles are parked in an orderly manner. Moreover, their traffic assistants have standardized traffic gestures and can get off and get in and out correctly during rush hours. Finally, integrate "small groups" into "big society". The effective development of property management services can not be separated from three types of resources. First, social resources, including the support of the government, streets, communities, public security, sanitation, suppliers and potential customers. The second is their own resources, that is, the right to enjoy all kinds of service information and service facilities and equipment of the property they manage. Third, the owner's resources. Owners are a huge group, and their consumption demand and potential resources are the continuous driving force for property management service enterprises to expand their operations. Only by truly integrating our "small group" into the whole "big society" and building a harmonious living environment can we continue to develop our "small group", expand more social services other than the related business of telecommunications, and develop the viability and risk resistance of enterprises. Let employees get more benefits from it. (1)(2)(3) article source: 0s.net.cn.

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Four. Property laws and regulations

In the 1980s, the property management industry rose in the south of China, and now it has formed a scale in the whole country and moved towards standardization. According to China's national conditions, the State Council formulated and promulgated Property Law and Property Management Regulations, which provided a basis for property companies and owners to correctly handle disputes. Through learning, we have learned several aspects of the legal system of property management: first, we have formulated laws, regulations and rules on housing and maintenance management; The second is to establish laws, regulations and rules for the management of equipment and facilities; Third, establish laws, regulations and rules on environmental sanitation management; The fourth is to establish laws, regulations and rules on safety and fire control management; The fifth is to establish industry management methods; Sixth, establish the management method of the owners' committee; Seventh, establish management regulations and rules covering all kinds of industries.

V. Building a brand of property management

Owner's satisfaction comes from high-quality service, and high-quality service comes from sincere investment. As long as you really think about your customers, sincerity will be like a trickle, nourishing people's hearts; As long as we give our customers sincere help, trust and support will follow. Only by sincerely serving, constantly broadening working ideas, constantly developing meticulous characteristic services and creating a high-quality humanistic living environment can we establish a distinctive brand of property management services among many property management enterprises and attract more customers. Sincerity is a magic weapon to communicate interpersonal relationships, which can relieve people's mental vigilance and is a lubricant for us to close the relationship with customers. Of course, this sincerity is by no means perfunctory. We should sincerely give our tolerant heart to our customers, give them more understanding, open our hearts in every grievance, and try to understand the connotation of sincerity, because this is responsible for the company, the customers and ourselves. Sincerity, a bridge, entrusts customers with trust in property management, and also conveys the care of property managers for customers.

Through learning, I realize that building a brand of property management is the direction and focus of the development of property management industry for a long time to come. Brand is an intangible asset of an enterprise, and it is also a sharp weapon for an enterprise to win the market. Because property management is a new industry, it is not perfect at present, its social status is not high, and its profit is very small, so many property management enterprises ignore the brand building. In fact, with the gradual formation of the property management market and the increasingly fierce market competition, it has become the management goal and direction of China property management enterprises to build famous brand enterprises and excellent property management communities. Brand can keep people loyal and fully trusted, and a good brand can convey the value, culture and personality of an enterprise. The seminar on property management and iso900 1 certification held by the Ministry of Construction sounded the clarion call to encourage and promote property management enterprises to pass ISO 900 1 international quality system certification, improve their visibility and implement the brand strategy of property management.