How do property management companies handle cases of user complaints?

See how you handle it, whether the company wants to do quality,

If you want to do quality, just deal with it, pay a return visit, and if everything is all right, let me know or give you a warm reminder or something.

Example:

What should the owner do if he complains about noise disturbing the people?

One morning shortly after a villa was occupied, the employees of the maintenance class were awakened by a quick knock on the door in their sleep. It turned out that the owners of Lingyun 102 complained that the low-frequency noise from the basement pump and the impact of water hammer seriously disturbed their sleep.

The maintenance monitor immediately went to the owner's home and the pump room for on-the-spot investigation and found that the complaint was true. So I immediately took temporary remedial measures: first stop the small pump and use the big pump to eliminate the influence of water hammer, so as to ensure that the owner can have a better sleeping environment that night (I immediately took the measures that I could take at that time, although it was impossible to completely solve the problem, at least let the owner see our sincerity in solving the problem). At the same time, I promised the owner that I would find a way to solve it completely after dawn.

Early the next morning, the management office sent a letter of work to the developer and contacted the relevant departments of the company for assistance. After analysis and discussion by technicians from property management companies, developers and contractors, and combined with previous experience, we decided to take the following measures to eliminate the noise problem: (1) Change the check valve of the pressure stabilizing pump to the silencing type; (2) All clamps and pipes are sound-insulated at the joint with the wall;

(3) Do a good job in the sound insulation layer of the pump room (technical problems must be solved by technical measures, without strong technical support, there will be no high-level management service).

The management office paid close attention to implementation and soon completed the rectification. The test results show that the impact sound of water hammer is basically eliminated, and the low-frequency noise is much reduced, but it is still not ideal. Everyone will continue to ponder new methods (you can never fool the questions raised by the owners, you can fool them for a while, but you can't fool them for a long time. Once people understand, we will lose trust), thinking that if the feed water pump is covered with an isolation cover, the sound insulation effect will be better, so the maintenance team made a big wooden box to cover the pressure stabilizing pump, so as to minimize the noise caused by the operation of the pump.

The noise that troubled the owners for many days finally disappeared, and all the owners showed a satisfied smile.

Comments: To do things for customers, we should not only do it well, but also do it quickly. We dragged our feet and couldn't meet the time requirements of our customers. No matter how well we do, we can't get good results. Therefore, we should especially emphasize the spirit of "do it right away" of property managers, because timeliness is indeed a key component of service quality.