How to be a good property service enterprise?

Both people and enterprises need to give themselves an accurate positioning, otherwise they can't judge whether their behavior is appropriate.

1. Property management companies are service providers, not managers.

The majority of owners pay high housing prices and high-standard service fees, not to find someone to interfere with their behavior, but to enjoy intimate and high-standard services. China's Property Law clearly defines a property company as a service enterprise, and the State Council has revised the Property Management Regulations accordingly. All this shows that the whole society's cognition of the positioning of property companies has changed. If the property company itself can't clearly realize this and adjust its behavior accordingly, it should be worried about its development prospects.

2. Property companies are executors, not decision makers.

How the community should be managed is decided by all the owners. Of course, the property company can put forward some reasonable suggestions and formulate some reasonable standard systems, but the implementation of these suggestions and systems should go through a proper procedure: first collect the opinions of the owners, then pass them by the owners' Committee, and finally the property company is responsible for their implementation. Otherwise, acting according to your own wishful thinking, even if your idea is well-intentioned, may cause the dissatisfaction and resistance of the majority of owners, increasing the difficulty and obstacles of system implementation.

Second, correct attitude.

China people like to do the theory of "killing the heart". They can accept the bad results of your efforts, but they can't allow you not to have a correct attitude from the beginning.

1, without merit, you will suffer.

Property companies should not be bored with the questions raised by owners, but should be happy-because owners think of property companies when they have problems, which proves that property companies are still valuable in their minds. On the other hand, property companies must not be complacent because they hold high standards of service fees all the year round. They are very worried about this. Because in the commercial society, no one can have a free lunch, and the final result is either to lower the charging standard or to pack up and leave. So, don't just complain that the owner refuses to pay the property service fee. What is worth thinking about is another question-why don't owners want to pay the property service fee? Think about it, how many people buy things in the market without paying?

2. Let the owner see your sincerity.

No one can guarantee that everyone is 100% satisfied, and no owner will really ask the property company to be 100% satisfied. As a property management company, the key is to let the owners see your serious and responsible attitude-even if there is only a little hope, you will make great efforts; Don't let the host see the opposite situation-it was possible, but he didn't want to make any efforts, and eventually the original simple problem got out of control and there was no trust at all. Let the owners see sincerity, rather than asking the property company to make perfect results in everything. The key is to let everyone see that you are working hard and believe that the vast majority of owners are reasonable.

3. Correctly understand the relationship between them.

(1) There is a father-son relationship between the developer and the property management company.

Wang Shi of Vanke put it well, "Property companies are the last bottom line for developers". For developers, property companies not only represent the image of developers, but also create profits for developers; For property companies, only by relying on developers can they have the right to intervene in community services. Therefore, property companies should not regard themselves as outsiders and blindly push all problems (such as housing quality problems and safety facilities problems) to developers, but should do a good job of lubricating between real estate developers and owners, upload and publish them in time to solve the problems encountered. Otherwise, it will not only smash the brand of the developer, but also smash your job.

(2) The relationship between the owner and the property management company is the relationship between employment and being employed.

There is no blood relationship or property right relationship between the owner and the property management company, but an employment and employment relationship based on trust, which is neither innate nor legal. To put it bluntly, if the property management company is not satisfied with the remuneration paid by the owner, or thinks that it is unable to meet the requirements of the owner, it can request to terminate the service agreement and find another employer; On the other hand, if the owner thinks that the service of the property management company is too expensive, or the service of the property management company can't meet his own requirements, he can also ask to terminate the service agreement and find another employee.

Third, take action.

Confucius said that to judge a person, we should not only listen to his words, but also observe his actions. For the majority of owners, the standard for evaluating a property management company is by no means to listen to how beautiful the blueprint it depicts and how touching the promises it makes. The key is to see whether it has taken practical and effective actions.

1, face the problem directly and don't shirk it.

The property management company is the nanny of all owners. We should actively deal with things within our responsibilities; If you have the ability to solve things outside your duties, you should assist the owner as much as possible; If it is beyond your ability, you should also explain the situation to the owner in time to help find other solutions. In short, no matter whether the problem is caused by their own reasons or not, no matter whether they can help the owners solve the problem in the end, the property management company should actively respond. Don't just pass the buck, just talk and don't do it, write a bad check to the owner, and give the owner a perfunctory thing. You know, the owners' trust and confidence in the property management company is lost again and again.

Act quickly, don't delay.

Many problems that the majority of owners usually reflect are just daily problems, which are not difficult to solve. For these problems, property companies should strike while the iron is hot, deal with them in time or give feedback. Don't delay. Procrastination cannot make the problem disappear. On the contrary, it will make the problem more and more complicated, and the dissatisfaction of the owners will gradually escalate, which will eventually make the property company overwhelmed and difficult to return. Only the person in charge was changed in the early stage, and finally the property management company was definitely changed. If the present situation is not fundamentally improved, I believe that the result will be sooner or later. Imagine that more than 200 households moved in, three responsible persons changed, more than 300 households, and more than 500 households. You know, there are more than 1 1,000 households in the whole community!

Fourth, grasp the key points.

Property services often face many specific problems. As a property management company, of course, we can't do nothing, but we don't need eyebrows and beards. Instead, we should prioritize, first concentrate limited resources to deal with the problems that owners are generally concerned about, and then gradually improve the overall property service level of the community. I believe that before long, the image of the property management company in the eyes of the owners will be greatly improved.

1, public security environment problem.

The key to this problem is not only that it is related to the personal and property safety of the majority of owners, but also that once a public security incident occurs, it often has a bad influence and the situation is often difficult to clean up, which eventually makes the property company fall into a passive situation (unwilling to pay compensation, failure to pay compensation will lead to a rigid situation and eventually form a vicious circle). No matter what kind of consideration, property companies should take active measures, on the one hand, strengthen their own internal management, on the other hand, urge developers to implement safety hardware facilities as soon as possible, instead of blindly evading responsibilities and finding excuses to defend themselves.

2. Problems in daily life.

Generally, they are trivial and specific problems encountered by the owners in their lives, but don't underestimate these problems, because these problems are directly related to the personal life of the owners and can best affect the owners' impression of the property company. Many owners' dissatisfaction with property companies stems from some trivial matters that concern their own interests. For property companies, these problems are usually not difficult to solve, and they are the places to get the best image with the least effort. You know, property companies are not government agencies, and community work is not a performance project. You don't need to do superficial work, what you want is real.

The above opinions are for the reference of Changsha Zhongxin Property Company, hoping to build a stable, happy and harmonious community through the joint efforts of the property company and all owners.