On the working experience of property housekeeper

The work of property management is very complicated. Having been a property manager for so long, how much do you know about your work? The following is a brief summary of my work experience as a property housekeeper for your reference only. Welcome to reading.

With the deepening of property management in residents' lives, providing satisfactory services to owners has become the primary code for property management enterprises to maintain their absolute competitive advantage. To win customers and win the market, it is necessary to continuously improve the service quality and management level, and often the owner's recognition of the service comes from the sincerity of the service provider. It is not an easy task to truly be "sincere" in daily work. Some people say that working in property management is like looking at a kaleidoscope. Everyone will see it, such as taciturn, irritable, nagging, amiable, mean and picky, and so on. Facing all kinds of people, we will inevitably encounter difficulties and helplessness in our work, which requires us to treat people with different personalities in different ways and have some patience.

At work, some colleagues have been wronged, and may be cynical and abusive, so that even if they win the facts, they lose the trust of their masters. In the long run, it will not pay off, and it will be difficult to carry out future work. In fact, in the complex relationship between people, if we can really think of each other when dealing with problems, we will be tolerated by each other in most cases from the standpoint of each other. Isn't there a saying called "Arrive in good faith and open the door with one stone"? When you encounter a problem, you might as well put yourself in the other's shoes. If my floor is soaked, will I be in a hurry? Won't I be angry if my drain pipe is blocked? If I have a car at home and can't get into the parking lot of my community, am I bored? Often, customers are "picky" for a reason. On the one hand, they are dissatisfied with our service, on the other hand, they are also a warning to some deficiencies in our work. Of course, some service requirements are beyond our power and do not belong to our service category. Even so, don't be "above". Still have to take it seriously and answer patiently in the principle of no small matter for the owner. Often, the sincerity of service can be better reflected in details and trivial matters, and it can also affect the owners.

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 meaning of sincerity, because we are responsible for the company, the owners and ourselves. Sincerity is a bridge to give owners trust in property management, and it also conveys the concern of property managers for owners.

The experience of being a property manager is very short. The feeling that I have been engaged in property management in recent years is a word "difficult". In the property management industry, there is a saying that "if you have done evil things in your last life, you will be a property manager in this life". This sentence expresses the voice of people engaged in the real estate industry. It is difficult for the service industry to satisfy all customers, and it is even more difficult to deal with owners from all corners of the country. Is to deal with a lot of trivial things, improper handling is a big deal. The following is my little experience:

Property management services are really cumbersome, and everything should be managed, not only in charge of things, people and equipment, but also in charge of small animals such as cats and dogs. Owners always go to the management office to talk about things; Power failure caused by improper use of home appliances will bring trouble to property companies, and contradictions in neighborhood relations will also bring trouble to property companies. Property employees will look for property companies in big and small matters, and they are busy coordinating and coordinating all day. Employees of property management companies are scolded by owners (owners who make unreasonable demands) every day, and sometimes even beaten by barbaric owners. If the conflict escalates, go to court. There are often reports of legal disputes between property companies and owners in online media. Now people's awareness of rights protection is stronger than in the past, but not every owner's legal knowledge has improved. Many reports are that some owners make trouble without reason, while some companies give up legal rights protection and make great concessions through private consultation in order to minimize the problem. This has caused other owners to follow suit and easily sue your property company, which will consume a lot of human and financial resources. To sum up, my experience is.

Property management is originally a low-profit industry and a labor-intensive industry. People from all walks of life think that anyone can do property management, as long as they have hands and feet, they have no skills at all. In fact, the professional and technical content of property management is very high, but the quality of employees in the whole industry is not high, which leads to deep prejudice against property management. In this way, it is necessary to continuously strengthen the training of employees, improve their basic quality and improve the quality of service. Defenders must do everything in accordance with the property management regulations and relevant laws and regulations, and communicate with the owners to publicize the property management regulations and the property law. Many property companies have harmed the interests of the owners and seriously damaged the image of the whole industry for their own interests; If the whole industry is standardized, the prejudice against property management from all walks of life will be less, the social status will be improved, and it will be less difficult to engage in property management.

In recent years, the understanding of property management can be summarized in these words: "There is no trivial matter in property, everything must be compliant, subtle and unfeeling, and understanding can be harmonious."

Property management is a service work. If you want to do it well, you must do everything in detail. The owner's evaluation of our service level is often aimed at a certain thing. Maybe we have done 99 things well, and there is still one thing we haven't done well. In the owner's evaluation, we just didn't do it well. This is the law that one hundred minus one equals zero in the service industry.

We must correctly understand that property management includes not only management, but also service. If we attach importance to the management of goods and lack humanized service, we can't effectively meet the needs of owners; However, if the service is highlighted and the management is not in place, it will also lead to the disconnection between management and service. We must look at this problem from the perspective of development. Only by recognizing that management is the fundamental task of property management companies and service is the link that runs through the whole property management work, can we really raise the level of property management to a new level only when management and service are carried out at the same time.

1. Property management services should not only provide customers with a safe, comfortable and beautiful working and living environment, but also create a rich cultural life for customers spiritually. Our service should be of high value and high level. Xx is an example of the times and our service personnel. Their true feelings touched others, society and China. Question: Has our service touched the owners? If not, then we need to find out the gap and ask why? Some people may think that it is good that our service can satisfy the owners. In fact, from all angles, this is far from enough. Touching the owner does not necessarily require us to do earth-shattering events, but requires us to wholeheartedly proceed from the owner's position in our daily work, be positive, meticulous, decent and thoughtful, and see the truth in every detail. Think about what the owners think and worry about their urgency, and further improve our work quality.

2. A key for a property management company to do a good job is to strengthen communication with the owners while improving the service quality, listen to the opinions of the owners, understand their service needs, and have any comments and suggestions on our services. Solve the owner's problems, give a timely reply, and let the owner know that our property management company has always cared about them. In this way, we can not only understand the needs of the owners, but also draw closer the relationship between the two sides, thus supporting and understanding each other.

I believe that by improving our management level, enhancing our service awareness and carrying out targeted service work, we will certainly be able to do a good job in property management services.