How to effectively handle complaints from property customers

Property management complaints, also known as property complaints and business complaints, refer to all kinds of complaints or dissatisfaction suffered by business owners (property owners and users) in the process of using or enjoying services due to reasons such as housing quality, operation of equipment and facilities, daily and special services, and neighboring relations, and lodge complaints with property management companies for handling. Handling property management complaints is an important task for property management enterprises to engage in property management and services, and it is also the best way to communicate directly with business households. I. Reasons for Complaints about Property Management In the service and management operation, property management enterprises try their best to provide various professional services for owners with the concept of "owner first, service first", but often due to the limitations of the property itself, the matching and functions of hardware facilities, the provision of service items, the attitude and skills of property service personnel, etc. The quality of special property services; The use of maintenance funds is controlled; There are defects or deficiencies in the efficiency of some work or the follow-up efforts of incident handling, which cause dissatisfaction among business owners and lead to property management complaints. 1, property layout, supporting facilities and housing quality factors. First, the owner is dissatisfied with the overall layout, environmental design and supporting facilities of the property: for example, the green coverage rate is low, the number of flowers and trees planted is small or the variety is small, the water, electricity, coal, cable TV and anti-theft system are not in place, the layout of garbage room, power distribution room and sewage treatment station in the property is unreasonable, there are not enough parking places for vehicles, and there are no leisure and entertainment places or activity rooms; There is no convenience store or anything. Second, before and after moving into the property, they are dissatisfied with the quality of the house, such as water seepage, cracking of internal and external walls, cracking or blockage of pipes, and poor sewers. 2. Equipment and facilities. There are two main aspects: first, dissatisfaction with the unreasonable design of equipment and facilities, such as the narrow elevator hall and the lack of digital display of floor operation outside the elevator. The second is dissatisfaction with the abnormal operation of equipment and facilities: for example, elevators often stop for maintenance, water supply, power supply, heating and other equipment often fail, and the electronic system of anti-theft access control often cannot be used normally. 3. Factors in property management services. Dissatisfaction is often caused by the fact that the service attitude, service timeliness, service quality and service items provided by the property management personnel of the property management enterprise are not up to expectations: 1) Service attitude: if some property management personnel have poor manners and etiquette, their words are rude or uncivilized and inappropriate; A blunt attitude, expression, etc. 2) Service restrictions: such as slow service and incident handling, untimely service or maintenance, delay, etc. 3) Service quality: If personal and property safety cannot be guaranteed, the environmental sanitation is dirty, chaotic and poor, and the green land is overgrown with weeds and dead leaves, the maintenance and repair rate is high. 4) Service items: mainly refers to the single property service items provided by property management enterprises, which cannot meet the needs of different levels of business households. 4. Factors of property management fees. Mainly dissatisfied with the collection of property management service fees and various apportionment fees, such as thinking that property management fees are too high and various public energy consumption is unevenly or unreasonably apportioned. 5. Community cultural factors. Mainly refers to the lack of cultural atmosphere and community activities in the property, leading to dissatisfaction, which is manifested as: the national holiday environment layout is not in place or bad, community public welfare activities are not held, and the cultural atmosphere in the property is not strong or not. 6. Factors in handling emergencies. Of course, these factors are sudden, but the consequences of such incidents are serious, which not only directly affect the normal work and home life of business households, but also bring them a great degree of trouble or inconvenience, leading to strong complaints, such as sudden power failure, trapped elevator, indoor theft, family flooding, accidental fire, lost vehicles, damage to personal belongings and so on. 7. Factors in neighboring countries' relations. Mainly due to the contradiction between business owners and neighboring business owners, all kinds of complaints were transferred to the property management company: for example, the installation of security doors between adjacent buildings due to design restrictions, the failure of normal rest between adjacent buildings due to poor wall sound insulation, and improper laying of water pipes during decoration led to downward leakage in bathrooms, kitchens and other parts. Second, the property management complainant and his mentality Fully understanding the property management complainant and his mentality is the key for the property management company to handle property management complaints. Only by knowing ourselves and ourselves can we be invincible. 1, property management complainants I try to divide property management complainants into the following three types: 1) professional complainants, or professional complainants. Before, during or after obtaining property services, these people always complain at different levels for different reasons, hoping to obtain more economic benefits or compensation directly or indirectly in this way and provide them with super high service standards. The content of a complaint is often a minor problem, but the complainant always tries to exaggerate it. For this kind of business households, the property management company is easy to identify, mainly because the complainant has a certain fixed complaint mode. 2) The complainant of the problem. In the project of property management complaints, most people belong to this category. They are often unwilling to make a mountain out of a molehill about their problems or dissatisfaction. They just want to reflect their problems or dissatisfaction through various effective channels, and ask the property management enterprises to solve them as soon as possible and give them a satisfactory answer. When problems or dissatisfaction are solved, they will get satisfaction. 3) potential complainant. This complainant has reasonable reasons to complain, but for some reason, he doesn't want to complain, although he sometimes "complains" to relatives and friends or keeps complaining and complaining. This kind of petitioners will only turn to the problem petitioners if they are "forced to go to Liangshan". 2. The mentality of the property management complainant 1) One of the mentality: seeking respect. This mainly refers to entrepreneurs who have status and wealth (such as feeling good about themselves). ). They tend to be loud and fierce. When you arrive at the property management company, you will either strike the table or smash things, but also make a hullabaloo about and be overbearing. Through this series of language and behavior to convey to the property management enterprises: you should attach importance to me, respect me, and do things for me to the letter. 2) The second mentality: seeking to vent. Such entrepreneurs have been wronged to varying degrees in their work, communication and family life. , resulting in psychological deviation or imbalance. He wants to vent his depression or unhappiness by even trying his best to find a complaint point about a small matter, so as to satisfy his psychological comfort. 3) The third mentality: seeking compensation. "duplicity" is the best psychological expression of this kind of business households. Such people are often not fierce. After coming, I didn't go straight to the point, but sweet words and praises, which made the property manager dizzy and high-spirited. Before he could come to his senses, he suddenly turned the tables and cut to the chase in order to get financial compensation. Understanding and being kind to property management complaints is not terrible, it can be said that it is inevitable. Property management enterprises should understand and treat all kinds of property management complaints of business households with a correct attitude: 1. Accepting and handling all kinds of property management complaints is an important part of property management and service, and it is also an important way to improve the service and level of property management. By handling and solving property management complaints, we can not only correct the mistakes or deficiencies in property management and service operation, but also maintain and improve the reputation and image of property management enterprises. 2. For property management companies, it is not pleasant to accept and handle the complaints of owners. However, if we can treat the complaint of property management correctly and turn it into an opportunity-an opportunity to eliminate mistakes, improve management and deepen communication and contact with business owners, bad things will become good things. 3. In property services, operators are the most authoritative judges of management and service quality, and their complaints often expose the defects of property management companies in property management and service (except unreasonable complaints or invalid complaints), from which we can also see what the needs and expectations of property management companies are for property management and service; Classify and file all kinds of complaints, and at the same time use scientific quantitative statistical methods to evaluate customer satisfaction, understand the level of customer satisfaction through the effective data obtained, find out the key points of the problem, and use it to manage and serve the next level. 4. If the property management enterprise ignores all kinds of property management complaints from business owners, it will not only solve the problem, but also expand the problem. Because property management companies may encounter different types of complaints every day, if they can't solve them as soon as possible and give the owners an answer, it will lead to repeated telephone complaints and letter complaints. It not only affects the normal work and life of business households, but also brings new difficulties to governance. Over time, business owners will make silent resistance by refusing to pay property management fees, which will directly affect the economic benefits of enterprises. There is a saying in business that "one hundred minus one equals zero", which means that an enterprise can satisfy one hundred people, but if it offends a customer, it will be wasted. This time, the inferior service will spread among customers through the "public relations effect". In addition, the customer's perceived service is not an objective and holistic service, but a subjective analysis of the relevant information he obtained directly and indirectly. Similarly, if the property manager doesn't take property complaints seriously and pay no attention to them, the business owners will directly blame the service level of the enterprise for the poor service of only 1%, so no matter how well the property management enterprise is managed and the service level is excellent, it can't make him change his mind, which will directly affect the good reputation and brand effect that the enterprise has worked so hard to create. Four. Handling Principles of Property Management Complaints When accepting complaints from business owners, property management enterprises should follow the following principles: 1 and the principle of responsibility, in addition to service standards such as courtesy, enthusiasm and friendliness, patience and consideration, and humility in language. That is, "whoever accepts, who follows up and who replies". 2. Record principle. In other words, every property management complaint needs to be recorded in detail. Through records, not only the property managers who accept and handle the complaints can be clear at a glance, but also the experience of handling property management complaints can be summarized after filing. 3. The principle of timeliness. Once there is a complaint about property management, the property manager should take measures to solve it as soon as possible. For the problems that can't be solved at the moment, in addition to explaining them to operators in advance, they should also be dealt with at the time of quotation, and follow up at any time, so as to solve the problems comprehensively in the shortest time and give operators a timely and satisfactory answer. 4. The principle of thoroughness. In the process of accepting and handling the property complaints of business households, property management enterprises should "prescribe the right medicine, grasp it to the end" and "treat both the symptoms and the root causes" to completely solve the complaints of business households and avoid piecemeal and anticlimactic. V. Effective ways to handle property management complaints 1. Listen patiently and don't argue. Property management enterprises must listen carefully and patiently to the complaints of property management of operators with a calm and caring attitude, so that operators can finish their complaints. When listening, you should express sympathy with words such as "yes", "yes" and "really/really" and nod your head. Don't interrupt the business owner. Because of the interruption in the middle, it will give people an impression: First, the complaints of operators are obviously wrong; Second, the complaints of business households are insignificant; Third, you don't need to listen to the operator. Interruption will make business owners think that they are not getting the respect they deserve. At the same time, property management companies can also gently ask questions and find out the root causes of complaints in time. For those complaints that are inaccurate, extreme or misunderstood by business owners, property management companies must not show any dissatisfaction and ridicule, but should understand the feelings of business owners and strive to communicate with them as much as possible, so that business owners can feel the open-minded and sincere attitude of property management companies. You can't get to the bottom of it, and you can't make any hostile or defensive retort. Because tenants come to complain, they are dissatisfied or dissatisfied with some aspects of the service and management of the property manager. At this time, if we blindly explain or refute the residents' complaints, the residents think that the property management enterprises do not respect their opinions, which will aggravate the opposition and even conflict. 2. Record the complaints in detail. While listening carefully to the complaints of property management of business households, we should also carefully record the complaints and try to write them in detail. The contents include: time and place of complaint, complainant's name, contact telephone number (including BP machine, mobile phone, home telephone, company telephone, emergency telephone number, etc.). ), place of residence, respondent, department and complaint; The requirements and purpose of the complaint; Accept or handle, etc. Because doing a good job of recording can not only make business owners speak faster and slower, but also buffer their excitement, which is also a way to comfort business owners. 3. Repeatedly complain, show sympathy and strengthen communication. After listening to and recording the complaints of business owners, the property management company should repeat the contents of the complaints of business owners and the items that need to be solved to see if the problems complained by business owners are clear, so as to further handle and solve them. It can be said: "Mr. XX, Miss/Madam, you mean ………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………… After repeating the complaint with questions, please ask the business owner to affirm or deny it. Sometimes, business owners will say "yes, yes, that's it" or "yes, yes, that's it" after listening to the retelling of the property management company. When the complaints expressed by business owners are unclear, or they don't really understand the listening of the property management company, they will also say "No, that's not what I mean, I mean ………………………………………………………………" and so on. Apologize, understand or sympathize with the experience or misfortune of the business owner, so that the mentality of the business owner can be balanced. You can say things like "Thank you for telling me this", "I'm very sorry/sad about what happened to you", "Yes, yes, I totally understand how you feel now", "If you meet me, it will be the same" and so on. If the business owner makes a hullabaloo about, slaps the table, kicks the stool, etc. In the complaint, he should take the initiative to show concern and say something considerate, such as "I'm sorry, please calm down, don't do this" and "Please don't get angry, it will hurt your hands/feet/body". When dealing with property management complaints, property management enterprises should have the mentality of "changing roles" and "caring for each other", put themselves in the eyes of business owners, comfort business owners and try to narrow their psychological distance. As an experienced public relations expert said: in customer contact, you should show that you can understand the customer's mood, especially when the customer is angry and angry, you should say something for the customer's sake. This kind of psychological communication with customers often leads to subtle changes in the relationship between the two sides, from hostility to cooperation, from rigidity to harmony, from mutual concessions to mutual concessions, thus contributing to the solution of the problem. The property management company should try its best to understand what they want and make friends with them, so as to close the distance with the complainant and achieve heart-to-heart communication, just like the cloud "no discord, no concord". At the same time, we should have a sense of humor in communication, because humor often has a wonderful power in interpersonal communication. It is a lubricant, which can make the original nervous mood calm, smooth and natural, and play the role of "turning enemies into jade". 4. Determine the nature of property management complaints. First of all, we must determine the category of property management complaints, and then determine whether the property complaints are reasonable. If the complaint is unreasonable, the property manager should reply to the business owner quickly, explain the reason or situation diplomatically and sincerely seek the understanding of the business owner. At the same time, we should pay attention to: as long as the unreasonable complaints to business households are explained clearly, don't pester them too much. If it is a reasonable and effective property management complaint, the property management enterprise must put forward a solution from the standpoint of "equality, justice, rationality and mutual understanding" to meet the reasonable requirements of the owners. When dealing with and solving problems, pay attention to the complaints and don't extend them at will. In order to fully estimate the time required to solve the problem, it is best to tell the business owner the exact time to solve the problem. It doesn't matter if you are not sure, just explain the situation to the operator, and I believe the operator will be reasonable. 5. The property management company should act immediately and take measures to deal with the complaint as soon as possible. Delaying the handling of complaints from business households is the root cause of new complaints from business households. Timely handling is the best way to win the trust of business owners. At the same time, we should pay special attention to the quality of handling property complaints, which is directly related to the reputation and image of property management enterprises. If it is not done well, it will also cause good things to turn into bad things, make operators lose trust in property management companies, and eventually lead to the tragic situation of "carelessness in Jingzhou". 6. After handling the property management complaints, the property management enterprise shall directly feed back the complaint handling results to the business households through visits, telephone calls and letters, which is an important link in handling the property management complaints. If this link is lost, it shows that all the efforts and painstaking efforts made by property management companies are in vain. Oral complaints from business households can be answered by telephone, generally not more than one working day; If the business owner complains by letter, he shall give a reply in the form of reply, which generally does not exceed three working days, and under special circumstances does not exceed one week. Respondents can show that their complaints have been taken seriously and handled properly. From another point of view, timely reply can show the working time limit of property management enterprises. 7. Thanks to the opinions and suggestions of business owners as the basis for improving and perfecting the work. The author believes that after the property manager has handled the property complaints, it is best to send a "thank you letter" to every complaining business owner to thank them for their complaints and their trust and support.