Property service-attitude determines everything.

There is a book called "Winning in Attitude", which has a famous saying: "Attitude determines everything, attitude determines everything." There are several paragraphs in the book about the importance of "attitude":

"The competition now is not only the competition of ability, but also the competition of education, but the competition of attitude. Attitude is the' soft power' that determines whether you can win in the competition. "

"If birth and education are the ladder of success, then attitude is the driver of your faster success."

"There is no humble job in the world, and every job deserves our best. If you divide your work into noble and humble, then your attitude is very poor at the starting point, and failure is decided at this moment. "

(A) from the "property managers dare to announce the telephone number to the owners".

Dare to announce your mobile phone number to the owner? On the surface, you are worried about getting into trouble. The deeper level is actually the problem of service attitude. Since we are the owner's service provider, we promise to provide services 24 hours a day, so we should be anxious for the owner. Then, if you don't tell the owner your mobile phone number, how can the owner contact you in an emergency? This is one;

Second, I don't want to tell the owner my mobile phone number. In fact, it is still a distrust of the master. Imagine, which host will call your mobile phone in the middle of the night and interfere with your rest? If I call you on my cell phone in the middle of the night, shouldn't I, as a property manager, know unless it's urgent or something that the duty officer can't handle?

Third, your parents, relatives, friends, colleagues and subordinates can answer your phone at any time. Why can't the master? We often say, "the master is our parents" and "we regard the master as our relatives". You can't even call the host. This is not duplicity. What is this?

Fourth, there are indeed some owners who are afraid that clerks can't solve the problem, and like to go directly to the property manager if something happens. Of course, this needs guidance, but we should also look at this problem dialectically: on the one hand, it shows that the owners trust you and think that going to you directly will be done quickly; On the other hand, it shows that some departments or employees may have problems in service attitude, service ability and service quality. It's not a bad thing to get your attention and solve these problems (it needs to be reminded that some of our employees are a little disgusted with the owners who love to deal directly with the manager, and even the more you look for the manager, the less I will do it for you. This requires timely education, so that they can correctly understand this problem, correct their attitude and eliminate their antipathy. The service of your property manager is very good, and the owner will always look for the manager. In short, the property manager announces his mobile phone number to the owner, which is not only a sincere expression of service attitude, but also a respect and trust for the owner. It also has a "green" channel, which can keep in touch with the owner and enhance feelings, which is beneficial to work, but not harmful. Why not do it?

(B) Property services without "skills"

How to guide everyone to correctly handle the relationship between "skill" and "Tao" of property services? How to solve the problem of "difficult charging" by correcting service attitude and improving service quality?

Let's find out why the owner doesn't pay:

Heating is not hot, many owners not only do not pay heating fees, but also do not pay property fees together; The wall leaks rain, the screen window is not closed tightly, and mosquitoes cannot be completely solved, which is also a reason why some owners do not pay fees; Some car owners don't pay because they lost their bicycles; The problems left over by developers' engineering quality are excuses for some owners who don't pay property fees; Some owners have not lived in the community for a long time, so they can't contact and can't charge; Unfulfilled promises and poor service quality are also important reasons ... through interaction, we found out the reason why 15 owners did not pay property fees. We almost found the reason. Now let's find out. Several reasons for developers, several problems for owners, and several problems for our property service enterprises.

Everyone said noisily, I drew on the blackboard, and I don't know if I ignored it. It will be clear as soon as I understand it. 15 reasons, there are two problems belonging to developers; Problems belonging to the owner account for1; Problems belonging to property management companies account for 12. ? Further in-depth thinking, we can see that the property company did not take the initiative to reflect the problems belonging to the developers, and tried to solve the problems as soon as possible (both the property company and the developers are subordinates of the head office and branches); More than half of the reasons attributed to the owners (not living in the community for a long time, unable to contact) are the problems of property management companies, and they have not tried their best to contact the owners. It can't be completely said that the owners don't pay. Such an analysis, everyone fell into deep thought. As you can see, the problem of low charging rate and difficult charging is a simple "skill" problem? Obviously not. So, what is the root cause? Obviously, there is still a problem with our service quality. Let's think about it. If the heating temperature reaches the standard and the owner's home is warm, can the owner pay the fee because the heating is not hot? If our safety management measures are put in place and the owners' bicycles are no longer lost, can these owners pay again? If all promises are fulfilled and the service is flawless, can some owners pay the fees? For those owners who have not lived in the community for a long time, have we really tried to find a way to contact them actively? On this issue alone, we can see three shortcomings in our work:

First, the work of establishing the owner's file when the owner repossesses the building is not meticulous, and there are no various ways to contact later (home phone, mobile phone, office phone, etc.). );

Second, there is no effort to find these owners. I didn't finish the work, such as going to the unit to find it, going to the school kindergarten of the owner's children, looking for it on the stub of the developer's house purchase contract, looking for it in the real estate certificate book of the real estate bureau, asking in the community and so on.

Third, it did not play the role of order maintainer, focusing on monitoring these households. Therefore, once the owner comes back to get something, he can't find it in time.

If we do all the above work well, actively communicate with developers and repair and rectify the problems left over from the project quality, can we solve the problem of not paying fees? Our problem is that we don't seriously look for reasons from ourselves. We always complain that the quality of the owners is not high, the quality of the developers' projects is problematic, or simply focus on "skills" to solve the problem of difficult charging. What does this mean?

A management master named Yan Jie once said such a famous saying: "First-class management is the realm, second-rate management is the Tao, and third-rate management is the technique." This tells us that property services should not only focus on "technology", but also on "Tao". What is "Tao" is the way, concept and service attitude we often talk about. As long as we truly establish the concept of serving the owners wholeheartedly, adhere to the people-oriented, and achieve management in place, excellent service, owner satisfaction, and difficult charging problems will naturally be solved. If you can really get along with the owners, build deep feelings like a family, and serve them like relatives, which owner still has the face to enjoy the service without paying? This has reached the highest level of management. In this sense, the charging rate is a "barometer" of the service quality and management level of property service enterprises. How to improve the charging rate? Where should kung fu be played? Leave it to everyone to think further!

(C) the "seeds" and "land" of property services

Isn't the relationship between real estate owners and owners also the relationship between "seeds" and "land"?

A few years ago, the company took over a second-hand residential area. Because the original property company was the spokesperson of the developer and could not safeguard the legitimate rights and interests of the owner, it was dismissed by the owner. But the owner misses the project manager hired by this property management company. The professional level of this project manager is not very high, but the biggest advantage is that he is good at integrating with the owner. He goes to the community early every morning, stands at the gate to watch the owners go out from work, greets each owner kindly, and tells the owners that it may rain today, do you want to bring an umbrella, fasten buttons for the owners' children when it is cold in winter, and hug their necks tightly, telling the old people to pay attention to the ice on the ground and be careful of slippery roads; He didn't leave the community until the owner came home from work at night. There are five or six hundred people in the whole community. He can tell the owner's name and position in the shortest time, and always say a few words kindly, asking how the children are? Is the roof that was repaired last time still leaking? Is business doing well? He knows most things about his master's family and hangs on his mind; When he saw some tourists looking around, he could guess that they might be looking for public toilets or owners, and they would always come to help at once. He saw several children in the yard fall and touch them, and he could recognize which owner's children they were. He immediately got up and called the owner downstairs with his mobile phone. Some owners have problems with water and electricity at home, and he has to accompany the maintenance man to repair it. After work, even after dinner, the host urged him to leave. He always insists on not leaving until the repair is finished. He must let his master have electricity, water and food before he can leave. His little notebook is densely written with the phone numbers and important things of each owner. He keeps these in mind, cares about the owners in every possible way, and really takes root, blossoms and bears fruit on their land.

After the dismissal of the property management company, the owners often think of his kindness. We immediately dug him up and hired him as the head of another project of the company. He used to be the project manager of this property management company. Is he reliable? Just because he can mingle with the owner and sincerely serve the owner, and because he has such a good reputation among the owners, he is the most needed and trustworthy owner. Some employees, even middle-level employees, have worked in a residential area for two or three years and don't know the owner's name, contact number and family status. When they meet their master, they treat him as a passer-by, have no enthusiasm, have nothing to do with him, hang up high, get money at work, leave after work, and even regard their master as an "opponent" and a "hard-to-shave head", and they will never be able to establish feelings with their master. For this kind of "seed" that can't take root, the seedlings that can't take root deeply have to wither, dry up and pull out.

People who can't get along with the owners can also do a good job in property management, which should be a law of property services.

(4) Work hard and be happy.

The best property manager is not skill, skill and experience, but professionalism-attitude. Success in life comes from the power of attitude. Your attitude creates you. Being responsible for today's work means being responsible for yourself tomorrow. For the owner, attitude is the watershed of your Excellence or mediocrity. There is no humble work attitude, which determines the height of your life. Property service is an ordinary and trivial job, but the work can be ordinary and the attitude cannot be mediocre. We can't choose a job, but we can choose an attitude, treat ordinary work with dedication and serve the owners with gratitude. Dedication is the noblest professional attitude. Dedication means always exceeding the expectations of others. Happiness is the highest state of dedication, which has achieved career and life. If you love your career and are willing to do your job well, you can do some famous things and make achievements. Doing property services requires a happy spirit. With this spirit of being willing to work, he can make you actively, spontaneously and willingly serve the owner, and you will consciously accept the baptism of "330,000 yuan" (you have suffered a lot, loved a lot and experienced thousands of difficulties and obstacles), do a good job in serving the owner every time, every time and every thing with enthusiasm and affection, and consciously strive for perfection in business, study out rules and formulate them. With the spirit of happiness, you will realize that serving the owner is actually working for yourself, because you need to work, not work needs you; That is, you need to achieve your career in serving the owners. Let us knock on the door of the owner's heart with excellent professionalism-dedication and joy, and let us connect the "power supply" accepted by the owner with enthusiastic "sparks"!