Some experiences of studying property management law, house rental and sale law, civil activities and civil contract law.

Play four roles well and be an excellent property management manager

In the process of property management, property management companies advocate "humanized service" and "people-oriented". The "people" mentioned here include not only the owners (users), but also the managed teams, employees of enterprises and themselves as managers. So in my opinion, as the leader of a property management enterprise, if you want to be competent for this job and become an excellent property management manager, you must play four roles well and adapt to the change of roles.

Be a "close friend" to the owner (user)

Whether the property management can meet the requirements of quality management and quality service is judged by the owner (user) being served. Therefore, it is necessary to clarify the importance of owners in the survival and development of property management enterprises, and owner satisfaction is the purpose and goal of company services. While abiding by the property management contract, the owners' convention and the company system, learn to put yourself in the position of the owners' "friends", be anxious about the owners' worries, think about the owners' thoughts, do everything possible to solve problems for the owners, and show a "caring" in the service.

Take Baiyexing Property Management Co., Ltd. as an example: First of all, the company takes "the needs of the owners are our pursuit" as the service policy, and extensively consults the owners in various ways, such as maintenance return visit, on-site service, regular service quality evaluation, etc., to understand the special needs and expectations of different owners, find out the gaps from the feedback, put an end to unqualified services, especially solve the potential dissatisfied projects of the owners, and make the services really close to each owner.

As a manager of an enterprise, we should actively communicate with the owners, not become a mere formality, but make friends with the owners to effectively relieve their worries. Make friends with the owners through zero-distance contact with them. If you go in and out of the gate every day, familiar hosts greet you warmly and are willing to talk to each other when you encounter problems. Last year, the owner of Baiyexing Building reported that there were rats in the office. After receiving the call, the leaders attached great importance to it, immediately organized the purchase of high-quality rodenticide to kill rats, and personally apologized to them, thanking them for their supervision and reasonable suggestions on the property management work, so that the owners realized the sincerity of the property management company and were deeply satisfied.

In order to carry forward the vibrant corporate culture, enterprises should often hold various activities for owners. Such as table tennis individual competition; Children's painting and calligraphy contest; Festival Gala between Owners and Property Management Enterprises; Go to the suburbs to play, hold a forum in the resort, etc. These activities not only provide a platform for owners to know, understand and communicate, but also deepen the friendship between property management enterprises and owners.

In addition, starting from the characteristics of the managed projects, we should use our brains in innovation. Expand your horizons in management and service, and truly be "intimate". Learn from the advanced experience of first-class property management companies and introduce humanized and refined service projects. For example, in rainy days, the "convenience umbrella" service of borrowing umbrellas from owners for free, the "convenience car" service of borrowing flat trolleys for community owners for free, and the security service of parking car sliding doors. Management services have established a good image among the owners, so that the owners can fully feel a sense of trust and security when receiving services.

For enterprise employees, they should be "strict parents"

A business is a family. If a leader wants to devote all his enthusiasm to property management, he needs to devote more love to all the employees who fight side by side with you. As a "parent" manager, not only should the management be meticulous, but also the word "love" should be used to win the respect and love of employees.

Care for employees should be implemented and nuanced. Respect their personality and value orientation with goodwill, and let them feel their position in the enterprise. Personnel positioning, pay according to work; Caring for employees' vital interests, and providing employees with old-age insurance, unemployment insurance, medical insurance and industrial injury insurance in accordance with the relevant provisions of the Labor Law; Solve the practical difficulties of employees and let them feel the warmth of leadership and collective. There was once a property management company that mobilized employees to donate money for an employee whose family situation was bad and his mother was ill for a long time at the Spring Festival party. When the employee received this deep "love", he was so excited that he burst into tears and immediately said that he would redouble his efforts in his future work and make his due contribution to the development of the company. Later, the employee performed well. Security guards, engineers and other front-line employees of property management companies work very hard. For the harmony and tranquility of the community, they are on duty 24 hours a day in the wind and rain, and they should stick to their posts on holidays and give up reunion with their families. As leaders, we should ask more about their work and life, especially holidays, and express our condolences to the personnel on duty. Under the premise of not affecting the duty of the management area, the company will organize everyone to have a reunion dinner together, so that they can feel that although they are working, the leaders have not forgotten themselves, thus turning the care of the leaders into strength and doing the work better. It is very hot in summer. In order to prevent employees from heatstroke, the standing time of security guards is shortened appropriately, and summer medicines are distributed to employees. The company's safe house is far from the company. In order to reduce the number of commuting, the reasonable adjustment of shifts under the condition of ensuring normal work fully reflects the humanistic care for employees.

However, caring for employees does not mean pampering and accommodating. Treat employees with strict management, care for employees, and have clear rewards and punishments.

A security guard was absent for no reason when he concentrated on his studies. As a manager, strictly implement the company management system without mercy, and give the employee corresponding punishment, so that the employee can deeply understand his mistakes and promise to make up for them with good work performance in the future. Sure enough, the employee put forward reasonable suggestions for the company in combination with practical operation at work, which was recognized by the company. Therefore, according to the company's regulations, the employee was given a certain reward, which fully mobilized the enthusiasm of the employee.

As "parents", we should know how to grasp the general direction, rely on strict system management and personal influence, and guide employees to a healthy and correct track. The security guard of Baiyexing Property Management Company is a regular employee of the company. When I first took up my post, the service consciousness of property management was very weak, and my business ability was poor. Some employees even muddled along and were not dedicated. In view of this situation, the company first formulated a series of practical management systems: internal management regulations, standard operating procedures for employee service management, and detailed rules for employees' rewards and punishments in the security department to ensure the establishment of service awareness. At the same time, train employees in various ways. Lead managers above the team leader to excellent companies and study on the spot; Concentrate on studying once a month, sum up the work in the first quarter, sum up the work in half a year, learn the company management system, property management laws and regulations, the successful experience of advanced property management enterprises, talk about experiences, talk about outlook on life and values, change employees' ideas and concepts, and improve service awareness. And put forward the service requirements of "three hearts" and "three diligence"-enthusiasm, sincerity, patience, eye diligence, foot diligence and oral diligence. Through unremitting efforts, security service awareness, working ability and comprehensive quality have been significantly improved.

As "parents", we also attach importance to the combination of work and rest, and never miss every opportunity to communicate with employees to understand and improve education. Go to the farmhouse to hold a training meeting to entertain and educate; Quarterly summary, half-year work summary, dinner together, close to employees, respectable and amiable. Contradictions in the management team are inevitable, just like a family, but we should pay attention to stability, strict requirements and communication and coordination, so that the whole team can have cohesion and combat effectiveness, and finally achieve satisfactory service and satisfactory employees.

For property management, we should be "diligent students"

Property management needs wisdom, rich experience and broad vision can be of great help. For owners who do not understand the decoration regulations, they should explain the requirements of relevant laws and regulations in detail. The central air conditioning in an office is not effective. You should analyze the causes of poor refrigeration, explain the rectification plan and promise the rectification period until the owner is satisfied.

Therefore, property management personnel should not only have service consciousness, professional knowledge, business mind and management ability, but also be familiar with the buildings, construction projects, structures and landscaping of the property under management. In addition, real estate management, economic management, law, psychology, financial management, public management, computers and other knowledge are also essential, so that managers can be proficient in service and management.

So how to acquire this knowledge? As a qualified property management manager, besides receiving different education and training, he should be a diligent student in his work and life. There is an old saying that "everything is learned by attention, and human understanding is an article." Only by putting yourself in the position of "student" can we see more and learn more.

Become the "smart housekeeper" of the managed project.

The "housekeeper" is good at increasing income and reducing expenditure. For example, there are too many bright lights in the garage, which wastes resources. If it is rectified reasonably, it can be divided into three groups and switched by turns in different periods, which can save more than half of the electricity bill. Baiyexing Building has installed lighting works as required by the government, which is really beautiful, but the property management company has to pay tens of thousands of yuan for electricity every year. To this end, I make full use of the special advantages of the government office building of Baiyexing Building and strive for government support. Last year, this historical problem was finally solved. When the light is on, the electricity fee will be reimbursed to the district lighting office on a monthly basis, reducing the electricity fee expenditure by 30,000-40,000 yuan every year. While saving resources, use the characteristics of property to increase income. Advertising with elevator foreroom and elevator car not only regulates the boring and monotonous atmosphere of elevators such as owners, beautifies the environment, but also creates profits for the company. Telecom, PHS, Mobile, Netcom and China Unicom occupy the computer room and electric well of the building, which increases the workload of our weak current management. We have negotiated with them many times and finally reached an agreement this year to charge a certain amount of rent and management fees from the relevant departments every year.

The "housekeeper" should also know how to preserve and increase the value of the property he manages. Only by adopting the management concept of keeping pace with the times and innovative and refined development ideas can we achieve this goal. Such as mobile phone coverage project and broadband transformation. , improve the level of the building.

Practice has proved that only high-quality property management managers can play all the above roles in many aspects and build a good brand of property management enterprises.