Discussion on people-oriented in property management?

Property management is a service industry that rose at the end of the twentieth century. With the vigorous development of the real estate industry and the improvement of people's living standards, the concept of property management has gradually taken root in people's hearts, and people's requirements for property management are getting higher and higher. So in recent years, the property management industry has developed rapidly. However, behind the prosperity of the property management market, there are still many problems such as poor service quality, simple content and irregular charges, which make consumers have great opinions on property management companies. There are many reasons for these problems in property management, but I think the most important point is that property management companies have not firmly established the people-oriented concept and seriously implemented the people-oriented purpose. Therefore, in today's increasingly mature property management market, only by firmly grasping the people-oriented purpose can property management companies continuously enhance their strength, develop and grow and achieve sustainable development in the competition.

First, the significance of "people-oriented" property management

(A) "People-oriented" is an important embodiment of Theory of Three Represents Thought in the practice of property management. Although property management is an enterprise's business service activity, it also works closely with urban management departments such as streets, public security and municipal administration to undertake certain management functions. Many management services carried out by property management companies are closely related to the daily activities of owners, which effectively protect the physical and mental health of social workers and satisfy their fundamental interests, thus stimulating their initiative and creativity, ensuring the vitality of urban development, and realizing the perfect interpretation of Theory of Three Represents Thought at the grassroots level of social life.

(B) "People-oriented" is a necessary condition for building a brand of property management. As a service industry, brand is an important symbol to measure its service quality. Through in-depth analysis of the needs of owners, including physical needs and psychological needs, property management companies provide corresponding services, such as setting up barrier-free access for the elderly and the disabled, and picking up and dropping off children for dual-income families. Although these things seem small, it is important to stick to them in this "people-oriented" industry. The brand of property management is accumulated through long-term adherence to high quality to complete these seemingly trivial things, win the trust of users and show the famous brand effect of property management.

(3) "People-oriented" is a necessary supplement to property intelligence. With the rapid development of information technology, computer and its network technology have entered the field of architecture, and intelligent building and wireless city have become the inevitable trend of the times. Intelligent products improve property, and the use of high technology greatly reduces the intensity of mental and physical labor, but it cannot replace people's emotional communication. People-oriented has opened up a broad space for intelligent development. Property management is to create a good cultural atmosphere and give full play to the great effectiveness of modern science and technology by carrying out colorful public welfare activities.

(D) "People-oriented" is a necessary means for property management companies to gain profits. The source of funds for property management companies is mainly the property management fees paid by the owners. Due to the low income level of residents at this stage and the implementation of government-guided prices for management services, the income of property management companies needs to be compensated by special and special service income. Whether the special service of the property management company can be carried out smoothly depends on whether the property management company can turn the potential demand into the real demand through the "people-oriented" management service, so as to reduce the contradiction in the charging process and realize the win-win situation of the economic and social benefits of the property management company.

Second, the key to realizing "people-oriented" in property management.

Article 2 of the Regulations on Property Management clearly defines property management: Property management refers to the activity that the owner selects a property management enterprise, and the owner and the property management enterprise, in accordance with the property management contract, carry out maintenance and management of the house, supporting facilities and related sites, and maintain the environmental sanitation and order in the relevant areas. As an activity, it is inseparable from people's participation. Therefore, in property management activities, it is particularly important to implement the concept of "people-oriented", which is the decisive factor to mobilize people's enthusiasm and make property management achieve good results.

(A) people are the subject and object of property management activities. As a whole, the property itself will not change. After a piece of land or a house or a house ... people participate in management, the economy and use value attached to it have changed. Therefore, the property itself only plays a media role in the whole property management activities. The theme of property management is property management enterprises, including property management leaders and clean and safe employees; The object of property management (service object) is the owner and user of the property, which is what we usually call "the owner". In the overall property management, the theme of property management is to ensure the normal use of the property through a series of standardized management systems and service procedures, create a beautiful, clean, comfortable, convenient, safe and civilized living and working environment for the owners and tenants, and then enhance the use value and economic value of the property.

(2) Dealing with complex interpersonal relationships in property management is the key. It is impossible to trace back to the "old age and death are not related" advocated by Laozi, and it is impossible to reproduce the paradise described by Tao Yuanming. With the development of society and the progress of the times, people's requirements for living and working environment are no longer limited to what Du Fu said: "There are thousands of rooms in Ande Xia Guang". They also require a comfortable, safe and clean external environment; Seek harmony and mutual assistance among neighbors. They need to get up every morning to see a ray of bright sunshine. Looking around, the neighborhood is surrounded by full of green, and they can greet their neighbors when they go out ... so the harmony between the owners is very important. Similarly, the interpersonal relationship between the owner and the employees of the management company is more important. We need to provide them with a series of services on time, and at the same time, we need to coordinate and deal with some conflicts of interest between neighbors! Then we should properly handle the relationship between owners and property management personnel. If I were a member or manager of property management, I would do this:

1. Self-improvement of property managers is a condition for good communication with owners. To deal with the relationship with the owners, the property management personnel must first improve their own quality, so as to manage, serve and maintain good communication with the owners. Property management employees have direct contact with the owners in their daily work. Our words and deeds, working methods and attitudes should be correct and decent. The image of a property company in front of the owners depends on the property management practitioners to show it, so it is very important to have a high comprehensive quality. When the owners complain about the property management company, we can't speculate with the owners, but listen patiently, and finally explain to the owners that the property management company will attach great importance to their problems and solve them in time; When there are some technical problems, we will not be helpless, but we can solve them with our own professional knowledge ... Only employees with certain qualities can set up solutions, establish a good image for the property management company and maintain a good relationship with the owners. Of course, don't think that only with the ability to solve and deal with problems and sufficient professional knowledge can we communicate well with the owners. In fact, smiling and polite service is also very important. Civilized language and smiling service are also compulsory courses for property managers.

2. It is very important to understand the potential needs of the owners, handle the relationship with the owners, implement the service tenet of "people-oriented" and tap the various needs of the owners. If we can try our best to be in front of the owners and let the owners feel that it is very painstaking to have such a property company to serve him, then the natural owners will not be too picky about the property companies and property management personnel. Car owners' families with children must be very worried about the problem of picking up and dropping off their children, so we can find ways to let car owners rent cars and find some responsible people to pick up and drop off their children, which not only saves car owners' time, but also does not charge high fees, so car owners don't have to worry about not having time to pick up and drop off their children in the future. Children, going to kindergarten together every day, will become each other's various, and can also indirectly promote the communication between the owners, which can be described as killing two birds with one stone; At present, most families use drinking fountains instead of boiled water. If the water delivery personnel go in and out of the community all day, it will bring inconvenience to the safety management of the community. Therefore, we can hire some water delivery personnel ourselves, count the owners' demand for potions every day, and agree to deliver water to the owners, which is convenient for the owners and will not bring trouble to the safety management of the community. Of course, we can also pay attention to whether there is water in the host's home when visiting users, and give them water before the host has the potion, which will definitely make the host feel warm.

Also, we can set up activity stations for the elderly, so that elderly friends can have their own activities; Carry out indoor filter paper maintenance; Regular house inspection, maintenance, etc. We should consider the owner as comprehensively as possible and do things for the owner. In this way, even if we occasionally make some small mistakes, the owners will look at our previous "thoughtful" service and ignore us. Then in this way, the relationship between property management employees, companies and owners will naturally get along better.

3. Create a humanistic atmosphere in the community, so that owners can communicate harmoniously with property management personnel. From many news reports, we can see that many owners are dissatisfied with the property company and are so picky about the property company. In fact, the owners are not all talkative and not so picky. It's just that the property management company didn't create a good community culture and humanistic atmosphere for the owners, resulting in too little communication between the owners and between the owners and the property management personnel, resulting in mutual incomprehension between two or more parties, which will lead to many seemingly big contradictions. In fact, the problem is not big. In fact, it is not difficult to solve this problem. Property companies can use holidays or weekends to organize some community cultural activities and neighborhood interactive activities. The publicity column can often select some wonderful small articles to form a small prose exhibition and poetry meeting; Handicraft exhibition with local characteristics can also become a fixed project of the club.

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