How to improve property satisfaction?

From the product line of real estate, the owner experience process of real estate projects is divided into sales service, sales service, community support, environmental planning, housing design, housing quality, property management, maintenance service, complaint handling and other links. From the perspective of property management companies, the main contents that can improve the satisfaction of owners are property management, maintenance services and complaint handling.

Some basic and sexual services provided by property management companies, such as cleaning, greening maintenance, facilities and equipment maintenance, vehicle management, safety management, and handling complaints from owners of non-quality problems, all require property management fees, which all owners can feel, but sometimes some owners turn a blind eye and are easy to ignore.

Maintenance services are mostly accepted by owners with housing quality problems. The factors that affect the satisfaction of the owner are whether the maintenance channel is convenient, whether the service personnel communicate with it in time, whether the maintenance is professional and whether there are frequent maintenance.

The main factors that affect the satisfaction of the owner are: whether the complaint channel is convenient, whether the service personnel reply in time, whether the service personnel are friendly, whether the service personnel think from the owner's point of view, whether the handling efficiency is high or low, whether the handling result is appropriate, etc.

Second, the main contact of "mainstream owners"

"Mainstream owners" generally have less contact with property management personnel and receive less maintenance services and complaint handling services. The key contact with property management lies in some basic services.

Whether the cleaning, greening and maintenance of facilities and equipment are in place is the most basic aspect for owners to measure whether property management is due diligence. Of course, the cost and the cost of property management personnel are also more, so the owner needs to know what and how much the property management has done in this regard.

Vehicle management and safety management are also very important aspects for the community. Parking and misplacing vehicles will definitely affect the overall beauty of the community and even affect normal travel; Safety management is an important factor that affects whether the owners feel safe living in the community. The owner's most direct feeling about safety management is to judge whether the security guard at the gate has checked the foreign personnel and vehicles, whether the entrance and exit have swiped the card, and how the patrol security guards react when they find any abnormality.

Security is the majority of property management personnel, an important force in property management, and also the most contacted property management personnel by owners. The quality of security guards will greatly affect the owners' judgment on property management. Among security guards, doorpost security is particularly important, because owners will inevitably encounter doorpost security when they go out to work or go home to rest. If the owner can get warm and caring service when he goes out in the morning or goes home at night, or even just sees a warm smile, I believe his satisfaction with property management will definitely improve.

"Mainstream owners" seldom go to the property service center (management office) and deal directly with the property manager. Another important channel for them to feel property management or receive property service information is the publicity column at the door and corridor. The notices and warm tips in the bulletin board can reflect the professional level and service content of property management personnel. For example, some residential property management committees will post warm tips such as decoration, mosquito killing, and finding lost property on the publicity column.

Third, the "mainstream owners" group satisfaction promotion strategy

1, actively know the owner.

Interview with the owners is a good way to get to know the owners, which is what Xincheng Property Management Company requires every community to do. But as far as the author works in the new city, the implementation is not very good. Of course, on the one hand, there are too few people in the community, and no one is in charge. On the other hand, the community does not pay much attention to it. Considering that some owners are not at home during working hours, home visits and telephone interviews can be used to understand the psychological needs of owners, and it is best to establish electronic files. Each customer service is responsible for the interviews of the owners in this area and the follow-up treatment of the problems reflected, and is supervised and implemented by the person in charge of the community.

Publish the telephone number of the property service center on the bulletin board in the lobby of each floor unit to let the owners know what convenient channels are available to communicate with the property management; Set up suggestion boxes and concise and effective questionnaires in corridors or unit lobbies on each floor. Each customer service is responsible for collecting the opinions of the owners in this respect and responding to the problems reflected in time.

2. Let the owners know about property management.

Post the monthly cleaning plan and the annual greening maintenance plan on the bulletin board at the door of each unit. Because cleaning and greening are the most basic and intuitive services, and they are also services that owners can easily turn a blind eye to, so owners should know what and how much property management has done in this regard.

Owners have the right and interest to know the specific use of the property fees paid. They can set up financial statements bulletin boards at the main entrances and exits of the community every quarter, and explain the details of property fees with concise charts.

Collect short stories, typical cases and highlights every month, such as security guards catching car thieves, all staff cleaning, satisfaction survey scoring instructions, thank-you letters, etc. And make posters and post them at the main entrances and exits, with pictures and pictures, and the position is eye-catching. Because there are few owners who go to the property service center, there are even fewer owners who can see the "new town club story". Of course, this requires the assistance of the company.

According to the seasonal characteristics, a certain number of brochures are posted on the publicity column or distributed at the entrance and exit of the community to provide safety knowledge, life tips or some convenience information.

We should try our best to select and fix excellent security guards, serve with a smile and spend more appropriately. The power of the smile model is enormous.

Because the property management industry is still immature and not understood by most people, it is necessary to strengthen the publicity and popularization of the basic knowledge of property management and the provisions of laws and regulations. Judging from the necessity of owners' rights protection or property management, brochures can be written in easy-to-understand language and distributed in a certain proportion every year.