When customers question the cost of property maintenance, how to explain it to them?

Shortly after the residential area moved in, the fluorescent lamp of an owner's house didn't light up. She anxiously called the management office and asked for someone to help check the maintenance. After receiving the dispatching order issued by the supervisor, the maintenance personnel quickly arrived at the owner's home with common tools and spare materials.

Because of skilled technology and experience in dealing with similar faults, the maintenance man has a well-thought-out plan as soon as he enters the door. Open the engineering ladder straight, climb it, divide it by three times and five times, and remove the rectifier of the fluorescent lamp and replace it with a new one (it seems that there is a procedure missing. Let's explain the cause of the fault, maintenance method and charging standard first, so as to clearly understand the consumption). The first attempt really worked, and the fault was eliminated in less than 3 minutes. Later, I took out the rag I brought with me and wiped the dust on the lamp by the way (holding grass and beating rabbits are good help, which makes the service more in place).

The next step is to collect maintenance fees, but the owner is determined not to pay. The reason for refusing to pay is her own reasoning: "According to common sense, you should find the fault through inspection and testing, but how do you know that the rectifier is broken without careful inspection?" There must be many problems in our community! Most of the similar problems show that the developer chooses the electrical materials as shoddy, and you can only ask the developer for money ... "No matter how the maintenance worker explains it, she just won't listen.

The maintenance worker in distress situation was helpless and had to report to the supervisor. The supervisor and the repairman come to the door again with the recent maintenance records of the management office, asking the owner to check them in person (the daily work records of property management can often come in handy, as the saying goes, "accounts are not afraid of calculation", but the premise is that there must be accounts, and this account must be true and accurate). The two spent a lot of time explaining that there were no major quality defects in the rectifier used in the community as a whole, and the owner just dispelled doubts and paid maintenance fees.

Comments: Management services should pay attention to timeliness, and the simplest way to improve timeliness is to simplify complex problems. But sometimes it backfires. This case explains what "haste makes waste" means. Nowadays, many people are still used to judging the value of your labor by working hours, so sometimes it is necessary to complicate simple problems. Playing a little "fancy work" and grinding a little "foreign work" is also one of the ways to gain the trust and recognition of customers.