Methods and skills of calling for property fees by telephone

Advantages of telephone reminder: wide application range, quick and convenient, and reusable. Disadvantages of telephone reminder: there is no good face-to-face communication, which is affected by talk time and mutual emotions. It is best to communicate face to face, which can create more pressure on each other. The collection of property fees should run through daily work and be implemented in the reception of every owner's visit. The following are the methods and skills I collected for you to collect property fees. Welcome to learn from them.

First, psychological preparation.

1, first overcome the following emotions:

(1) resistance

A, psychological analysis: refused to urge the work of property management fees, did not take the initiative and actively, and even negatively thought that owners should not and cannot pay property management fees.

B, the form of expression: dealing with things, the effect is not good.

C, reasonable mentality: the job responsibilities of the property include the collection of property fees; The early maintenance work is important, but the property fee work is the owner's affirmation of our work; Those owners who refuse to pay property fees because of the problems left over from the project actually misunderstand and confuse the connotation of property fees and even property services.

(2) Fear

A, psychological analysis: timid, afraid to call the owner, especially the work of urging fees.

B. Form of expression: the embarrassing verbal expression of dawdling, shyness and longing for the host's understanding on the phone (this is my job, so please help me).

C, a reasonable mentality: paying off debts is a matter of course; If I am the owner and someone calls me to urge me to pay, my heart will be empty; Let's talk about it They will need our service in the future. You get used to it after playing too much. Call more and get used to it. I'm not afraid anymore.

(3) Fear of rejection

A, psychological analysis: What if the owner doesn't pay? What if the owner asks about the project? What if the master scolds me?

B. Form of expression: when the host asks a difficult question, he is speechless and unreasonable. Once rejected, self-confidence is frustrated.

C, a reasonable mentality: I will do my job well if I don't hand it in (the statistics of refusing to hand it in are reported to the leader, and there is a leader); Prepare response wording (e.g. explanation of remaining problems of the project); Scold it. Well, I'll call you next time. The property assistant has established a good relationship with most owners, and generally won't scold us, only complain, and scold the property if you want.

2. Strengthen confidence, adjust strategies and continue to follow up. In the process of telephone invitation, try to make sincere answers to the questions raised by the owner and quickly follow up the problems that can be solved, so as to make the next telephone invitation successful. The cost is urgent, and it takes many telephone invitations to succeed.

Second, the invitation letter preparation

1. Be mentally prepared, have a calm mind, practice smiling, and easily spend money talking and laughing.

2, content preparation:

(1) Owner's address book (including owner's name);

(2) Talking about the point (for example, cutting into the property cost of maintenance completion, compiling the project problem account and completion in the area under its jurisdiction);

(3) the wording of frequently asked questions (uniform caliber);

(4) Return visit record (record each return visit, the owner's requirements or problems in detail as much as possible, so as to follow up next time).

3. Seize the opportunity:

(1) Avoid contact with the host when eating or resting. If you call the owner, please ask the owner politely if it is convenient to answer the phone.

(2) It is best to make a dunning before the weekend, which is convenient for the owner to pay at the weekend;

(3) If you can, you can play at night, leave your work behind, and people at night are more calm.

Third, introduce yourself and confirm your identity.

1. Familiar people, owners who have more contact with them and have a good relationship, can directly interrupt and tell each other how much property fees are still unpaid.

2. Seldom accept the house, and the owners who don't know the property manager of the community are not familiar with it. First of all, introduce yourself: Hello, who am I? Service center? , or the property manager of your community, XXX or Xiaomou, who is this? The owner of the house? Sir (madam)? Then cut to the chase.

3. Precautions:

(1) Proper pronunciation and intonation make the listener comfortable and articulate;

(2) When the owner's gender is uncertain, he can call after confirming the identity of the other party;

(3) If the call disturbs the other party, you should immediately arrange another call back time and end the call politely.

4. Call access:

(1) holiday greetings;

(2) Notify the company of activities and invite the owner to participate (such as activities held on weekends);

(3) Various notices and tips (such as notice of water cut and power failure, parking space lease, etc.). );

(4) For all kinds of return visits (VIP, elderly people living alone, repossession, routine return visits and satisfaction surveys), special attention should be paid to the appropriateness of charging property fees during such return visits.

(5) After the maintenance is completed, pay a return visit to the sales list (this kind of return visit is a good opportunity to cut into the property fee collection, and the owner can pay the fee by the way when confirming the maintenance of the project and signing the sales list).

(6) Others (when the owner needs to ask something, he will take the initiative to call the housekeeper, just to cut into the collection of property fees).

Fourth, the communication process

After informing the owner of the purpose of the call, the common questions are as follows:

1. No objection to the payment notice.

A, clearly inform them of the amount and duration of the arrears, and let them prepare for the payment (if the residents may have any objection to the starting date of the charges, it is best not to mention it);

B, inform the payment term, if necessary, inform the liquidated damages;

C. determine the payment time. It is best not to ask when you are free to come over (this question is mostly invalid)? You should take the initiative to ask the owner multiple-choice questions for the owner to answer. Brother Wang, do you think you will come this Saturday or Sunday? Determine the date, and then determine the specific time. Will you come on Saturday morning or afternoon? Because there are more work on weekends and more owners pay the fees (implying that the owners pay a lot of property fees), I will coordinate the work and take you to pay the fees. If the host really comes on Saturday, why not bring him to pay the bill?

D. Precautions: Actively guide the host to answer questions and determine the time within our thinking framework. Don't give him too much time to think and ask questions, and end the call quickly.

2. Objection to the payment notice.

A. If the starting date of the property fee is not recognized, listen to their demands patiently, find out the weak points of their problems, and explain the provisions of the time limit for collecting the property fee while expressing understanding of the other party's doubts or objections (the owner has signed a contract to start collecting the property fee according to the delivery date, and the service has started in the early stage of the property; Or from the date of delivery; Problems left over from the project will not affect the commencement date).

B. There are no problems left over from the project or the owner didn't take over the building because he didn't have time. This is the owner's problem. Failure to repossess the property does not mean that the property fee will not be charged on the repossession date agreed in the contract.

C. can I pay less property fees if I don't stay? Key points: the property services that have not been checked in are carried out as usual, and the property services are not only for individual owners, but for all owners; Many people who have not checked in pay as usual; According to national laws, the property fees of vacant houses can be charged in full. Some cities stipulate that 70% or 80% of fees should be charged.

D, the problems left over by the project have not been thoroughly handled, which is difficult to convince the public, but it still needs to be explained.

Problems (minor problems) left over from the project are common, and the property will urge the real estate company to carry out rectification. During the maintenance period, the real estate company will be responsible for arranging maintenance for the problems raised by the owners. For those small problems that can be repaired, we can make a commitment to the owner to complete the maintenance period and let the owner pay first.

This kind of owners often confuse engineering problems with property fees, and even use property fees as a shield to refuse to pay or delay. Some owners can do the work through explanation, while others insist on dealing with the remaining problems of the project before paying the fees. For this kind of owners, they should immediately follow up and deal with the residents' problems after reminding them, and the sooner the better. After dealing with the problem, owners rarely regret their commitment to pay the fee.

In the process of communicating with the owner, we should repeatedly explain our workflow, especially the workflow from the owner's application for maintenance to the completion of maintenance. The purpose is to show the owner that our work is standardized and strict, as well as the handling process and time limit of minor problems that the owner thinks, so that the owner can understand and support our work. Wechat in the property management circle. At the same time, the topic turned to the question he raised on the phone today. As a representative of the company, he will certainly reflect truthfully and show the owners that his problems will be taken seriously and that someone will be responsible and determined.

Then, determine the payment time. No matter what time the host says, try to be specific so that the host is more likely to come. Even if you don't come, it will help us to interrupt the next call. The host promised not to come, so I won't be ashamed to call him next time and shirk it again and again.

E, have opinions on property services.

If you have any complaints about the staff's service, apologize and make an improvement attitude.

Dissatisfaction with a service, such as the hygiene of elevator lobby and corridor. Tell the owner to rectify immediately, and then ask the owner: Do you have any other opinions or suggestions on our service (let the owner feel our sincerity and responsible attitude towards the work and ease his inner complaints or dissatisfaction)?

Complain about the imperfection of supporting facilities and express your understanding of the owner's voice from the owner's point of view. At the same time, patiently explain to the owner the relationship and difference between property services and supporting facilities (supporting facilities belong to the developer, and any commitment of the developer is different from property services. If necessary, explain to the owner that real estate and property belong to the same group, but they are two independent subsidiaries). In response to the complaints of the owners, it is also necessary to make it clear to the owners that the voices of the owners (imperfect supporting facilities and inconvenient life for the owners) will be reflected to the company leaders, who will communicate with the real estate companies to safeguard the rights and interests of the owners.

Fifth, the call is over

1. Make records for the next follow-up:

A, after obtaining the payment time of the owner, whether this week or at the end of the month, the day before the advance payment, we should pay a return visit to the owner. Mr XXX, last time I called you, you said you would pay the bill tomorrow. What time will you come tomorrow morning? The purpose is to set a time and urge the owner again to ensure the success of the invitation.

B, for the owners who have opinions about payment, make detailed records. It is a good starting point to facilitate the next visit. Before the next return visit, rectify or prepare to answer the questions or opinions put forward by the owner, and give the owner a good answer and explanation when the next return visit. Now that the problem has been solved, there is no reason for the owner to shirk it. In the following telephone communication, after reporting the change, continue to send the payment invitation to the owner to determine the payment time. (Ms. Li, the question you asked last time has been rectified here. Do you think you will come to pay this Saturday or Sunday? Will you pay by credit card or cash? ).

2, constantly sum up telephone communication experience and communication skills:

A. Adjust communication ideas and adopt different communication methods for different owners.

B, constantly improve their telephone skills, such as oral expression, explanation, adaptability and telephone skills? Affinity? .