What kind of property is the owner most afraid of? How to deal with the property with the owner?

What owners fear most is to report complaints frequently. The property management company is a "housekeeper" hired by all owners to help owners manage and maintain the community. However, in real life, the relationship between property and owners is not very good. In fact, the deterioration of the relationship between owners and property companies is the inevitable result of the superposition of many factors. To deal with the relationship between property companies and owners, we must know the causes and essence of this relationship. The following is a detailed introduction for everyone:

1, grasping the positioning has principles.

In recent years, the relationship between property companies and owners has intensified. Some owners have a low level of self-government, lack of awareness of public responsibility, lack of correct understanding of their rights, and do not know how to exercise their rights correctly. Under the distribution mode of public housing under the planned economy system, people have already firmly established the concept of not paying for housing and do not care about the maintenance of housing and related facilities. Anyway, the "public" is responsible, and they don't have to worry about it.

2. Some owners feel that after paying the property fee, the property should be on standby at any time, and problems should be solved on call in time. The property management company is responsible for the comprehensive and complex work of the whole building, such as the maintenance of houses, equipment and facilities, greening maintenance, order maintenance, cleaning maintenance and owner file management. The property management feels that it has achieved its mission by providing a safe, clean and comfortable residential environment for owners and users through management services. The misunderstanding of the concept of property services between the two sides leads to the deviation of demand. Once the appeal does not get the expected response, dissatisfaction will follow, and it is almost normal for some owners not to pay or default on property fees.

Property companies can't receive property fees, can't operate normally and effectively, and there is no way to guarantee the quality of service. The distrust of property owners is increasing day by day, forming a vicious circle over time. Nowadays, many people in society still have misunderstandings about property management: some people think that the relationship between property companies and owners is the relationship between managers and managed people; Others think that the relationship between owners and property management companies is the relationship between "master" and "servant". These misunderstandings make it difficult to carry out property management.

3, highly responsible, good attitude

In People's Republic of China (PRC) Vocational Classification Ceremony, property management personnel belong to social service personnel. Although sometimes property managers need to perform management duties, service is the fundamental attribute of property management. Therefore, to deal with the relationship between property management companies and owners, we must first treat each other with sincerity and close the distance with owners with good service attitude.

Is to fully understand and be highly responsible. Due to the differences in culture and knowledge, the owners may not understand the property management regulations or services, put forward some improper requirements, and even argue irrationally and use harsh words. As a property manager, no matter whether the problems reflected by the owners are right or wrong, big or small, they should be handled with a highly responsible attitude.

4. Resolve contradictions and emphasize communication.

Property service itself is very difficult, and the property service provided by property service enterprises is also difficult to reach the "perfect" standard. One of the reasons for this difficulty is that when a property service enterprise takes over, there may be a contradiction between the developer and the owner, which may shift or evolve into a contradiction between the property service enterprise and the owner during the property service period. Second, there are often a large number of owners in residential areas, and the standards for judging the quality of property services are not uniform. It is precisely because of the difficulties in residential property services that property service enterprises are required to unite with the owners to create a beautiful and comfortable living environment.

Contradictions and disputes in practical work are largely due to the lack of effective communication. Poor service awareness and communication skills of property practitioners will lead to low recognition of property services by owners. Mastering certain communication skills will undoubtedly make the communication with the owners smoother and eliminate many possible problems and contradictions before they happen. Successful and effective communication lies in fully grasping the characteristics of the communication object, which varies from person to person and adopts different communication skills to achieve ideal results.

5, there are laws to follow, relying on publicity.

The light of the rule of law gathers into a lighthouse ahead. The promulgation and implementation of the Property Law may not be immediate, so that owners and property companies can shake hands immediately, but it will definitely bring us surprises again and again on the road of exploration. As the property research experts said: "Now the property development is in the' dark before dawn' stage, which is also the most difficult stage, and there will be sacrifices, but the day is getting brighter and the road is getting better and better, and the future property relationship will definitely get better."

Therefore, when dealing with the relationship with the owners, the property management company should pay attention to the fact that both parties are equal civil subjects, distinguish the responsibilities and rights of both parties with relevant laws and regulations and various contractual relationships as the basic criteria, adopt a realistic attitude, and fully adopt a humanized and flexible way to deal with specific problems. Property management companies provide thoughtful and valuable services to owners, enhance communication with owners, improve the quality of on-site management and service level, and let owners feel the dribs and drabs of dedicated service of property owners.

Precautions:

1. Principle of clear rights and responsibilities: In the property management area, the rights and responsibilities of owners, owners' assembly, owners' committee and property management enterprises should be very clear, and the rights and responsibilities of all departments of property management enterprises should be clear. All the owners in a property management area form the owners' meeting, and the owners' committee is the executive body of the owners' meeting.

2. Owner-led principle: Owner-led refers to taking the owner's needs as the core and putting the owner in the first place in property management activities. Emphasizing the leading role of owners is the fundamental difference between modern property management and housing management under the traditional system.

3. Service first principle: every job we do is service, and property management must adhere to the principle of service first.

4. Unified management principle: only one owners' meeting can be established in a property management area, and a property management enterprise can implement property management in a property management area.

5. Professional and efficient principle: The unified management of property management enterprises does not mean that all the work must be undertaken by the property management enterprises themselves. Property management companies may entrust special services within the property management area to professional service companies, but may not entrust all property management within the area to others.