What are the steps of property public relations?

The essence of the relationship between the public and the public refers to the two-way communication between the organization and the public. As two basic subjects in property management-property management companies and owners, the importance of information exchange between them is self-evident. The so-called information exchange refers to the whole information exchange process in which the property management company responds to the owners' opinions, suggestions, consultations, complaints and requests on property management, and the owners respond to the services provided by the property management company.

So how should property management companies communicate with owners, manage customers' information, improve their own management level and provide quality services for owners? The author believes that to control and manage the whole process of this information exchange, we should do the following three stages.

First, the early intervention stage of property management.

With the maturity and standardization of modern real estate market, owners have begun to consider property management on the basis of housing quality, price and geographical location before buying a house. Most prescient and shrewd developers are aware of this, and gradually begin to package residential property management as a brand-new selling point, which also creates objective conditions for information exchange between property management enterprises and potential owners. The information exchange between property management enterprises and owners is also reflected in the process of property planning, design and construction. In this process, the property management company monitors the overall construction quality of the property from the owner's point of view, which is already a potential information exchange with the owner in a sense.

Second, the property handover, owner occupancy stage

This stage is the first face-to-face communication between the property management company and the owner. Whether the communication at this stage is successful or not will directly affect the owners' first impression of the property management company. At this stage, the information exchange between property management enterprises and owners is mainly reflected in the following four aspects:

1, property takeover acceptance. The property management enterprise takes over the property from the developer, accepts the parts, facilities and equipment of the property on behalf of all the owners, makes a detailed preliminary acceptance of the houses purchased by the owners from a professional perspective, and points out that the unqualified parts require the developer to rectify.

2. Preparation before delivery. Concentrate on the overall cleaning of the property, set up various signs, and prepare for the relevant qualifications of the owner's occupancy procedures.

3. Go through the formalities of owner's occupation. The property management enterprise shall hand over the occupied parts of the property to the corresponding owners in time, and inform the owners of various conventions (such as the owners' convention, spiritual civilization convention, etc.). ), description (such as fees and payment time, etc. ), the way of property management services, the specific content of property management services after occupancy and other information, and establish relevant files according to the information filled in by the owner and the reflected situation.

4. The owner moved around. When the owner officially moved in, the mental outlook, service attitude, gfd and other images of the staff of the property management enterprise, and even a cordial greeting and congratulations, undoubtedly played an important role in enhancing mutual understanding.

Third, the daily management service stage

The daily management service stage is the most frequent contact stage between property management enterprises and owners. In order to exchange information well, property management companies must "take the initiative", mainly control the process of information exchange, and control the process of "information collection-information processing-information feedback" according to the basic process principle of public relations activities. To control this process well, I think we can start from the following aspects:

1, information collection. Information collection includes passive information collection and active information collection. The so-called "passive information collection" mainly refers to the information collected by the owners when the information collection department in the property management company is on duty. It is worth mentioning that it is very important to do a good job of "passive information collection" and arrange the duty. First of all, we should establish the concept that "the owner's rest time is our working time" (especially for the property management of residential quarters). Therefore, the property management company has to arrange the work and rest time reasonably under the premise of fully considering the cost, and ensure that all kinds of problems reflected by the owners (especially on rest days and holidays) can be accepted in time, which truly embodies the purpose of the property management company to serve the owners. The so-called "active information collection" mainly means that the property management company actively communicates with the majority of owners by publishing complaint channels from time to time, soliciting opinions at home, conducting questionnaires on customers' opinions, organizing community cultural activities and owners' symposiums. And collect all kinds of information such as the opinions and suggestions of the owners on the property management company from various channels, so as to understand the needs and ideas of the owners, analyze the shortcomings in the work, and provide the basis for taking corrective measures and improving the management level.

2. Information processing. The information processing process mainly includes three steps, namely, information sorting, information forwarding and processing result feedback. The so-called "information classification" means that the information collection department in the property management company classifies the collected information according to its own management methods, such as by specialty (security, cleaning, maintenance, greening), by service nature (routine service, special service, special service), by urgency (emergency, emergency, ordinary) and so on. The so-called "information re-transmission" is to transmit classified information to relevant departments for supervision and handling in the form of classified information. The so-called "processing result feedback" means that the relevant departments feed back the processing results of information to the competent information department.

3. Information feedback. Refers to the competent information department in the property management company, which timely feeds back the processing results of the information reflected by the owners to the owners in various forms. Even if it can't be solved through hard work for various reasons, it is necessary to explain to the owners, fully respect the owners' "right to know" and avoid all kinds of misunderstandings and even some adverse consequences caused by information "going back". What we should pay special attention to here is that property management enterprises should do a good job of return visit and adopt different ways of return visit according to the specific situation reflected by the owners, so as to further collect information, improve their work and finally solve the problem completely.