How to establish a correct service concept for property management personnel

-Zimmer said that there are two kinds of individualism, "quantitative individualism" and "quality individualism". The former means that everyone's freedom in society is restricted by others, while the latter is established and transcendental, and no one can restrain it except accepting his inner call. This sentence applies to both the owner and our property management personnel.

The definition of "service" in Modern Chinese Dictionary is to work for the benefit of the collective (or others) or for a certain cause. The authoritative interpretation of "service industry" in this dictionary is: industries that serve people and make people's lives convenient, such as hotels and haircuts.

Property management is a service work, and the property management industry is a service industry. I believe there is no doubt about it; However, as practitioners in the service industry, how we should "serve" is not only a matter of different opinions, but even many people will feel angry and confused, which means that there are obvious conflicts and deviations between ourselves and our customers in the cognition and practice of "service". Therefore, it is really urgent to understand the actual situation of our industry and establish a correct service concept.

The object of service is the community.

For a long time, we have been troubled by a problem in the process of pursuing "customer satisfaction". This is: Who are our customers and how do we choose them? We charge management fees to each owner. When they refuse to pay, can we not provide them with services? In fact, judging from the composition of our management fee, the decisive content is our labor cost. Do security guards, cleaners and maintenance workers personally serve the owners? Actually, it's not. Whether the other party pays or not, the work has to continue. The rupture of the relationship between obligation and right comes from our misunderstanding of the proposition that "the owner is the customer". Therefore, the misunderstanding of property management is not "we must pay for the service", but "we must provide services for the owners themselves", which is wrong! In essence, the property manager is actually serving the illusory "public" in the community. When the owner has only one individual, this moral paradox will be solved without too much consideration of other people's views. This is an important reason why the property management of government agencies and enterprise logistics is "relatively easy" than that of residential areas and buildings. Even so, property management service providers (hereinafter referred to as "service providers") need to be among institutions and visitors. Of course, the terminal of our work is individuals, including employers, employees and individual owners. This is the service object in a broad sense-modern management requires all relevant personnel to achieve the highest degree of satisfaction in the service process, but it does not mean that the satisfaction of a certain aspect must be unconditionally satisfied. Because of this, the conflicting environment requires service providers to have higher moral standards than owners and other interested parties.

, not the other way around. Therefore, it can be said that the object of property management is an ecological community with various levels and roles.

The cornerstone of service is contract.

Under the triangular relationship among employers, employees and owners, the situation of service providers serving the community is very similar to that of professional managers serving the enterprise, which makes the service providers undertake a wide range of social responsibilities, ranging from human life to a cigarette butt. In daily work, service providers must dig out a wide range of service connotations to promote the development and balance of interests of stakeholders. Therefore, the work undertaken by service providers is not a single definition of stakeholders. Here, we should consider the actual situation of customers, employees and employers and the business functions of demand, rather than simply pursuing "customer satisfaction" or "response". Therefore, all the obligations and responsibilities of property management actually come from the scope defined by the property management contract or the owners' convention. According to the agreement, we can define "service providers" as three categories:

Logistics company: the integration of owners, employers and employees, and the service provider is controlled by the facility management department of an institution or enterprise.

Service company: there is a non-institutional conflict among owners, employers and employees, which is just a simple interest transfer. For example, cleaners transfer the cleaning right to customers, and security guards transfer the safety right to customers, which is generally called a service company. Service companies tend to be specialized, such as domestic companies, security companies and so on.

Management company: There are complex institutional conflicts among owners, employers and employees, and various interest games happen all the time. In order to avoid obvious and potential interests infringement between employers and customers, and between customers and employees, it is necessary to carefully define the contents, significance and limitations of various services provided in the contract and service practice, and complete their work through such activities of agreeing on other people's behaviors, which is called management company.

Therefore, the service scope of the service provider comes from your commitment; The definition and characterization of occupation in relevant laws and regulations can also be called mandatory commitment.

The carrier of service is facilities.

In this way, what is the actual work and purpose orientation of property management? We found that the job of security guards is to protect public facilities from human invasion and reduce environmental noise. Cleaning work is to keep them clean and good appearance, while maintenance and equipment work is to keep the facilities in good use. In the process of these works, a series of negative words are imposed on users and related people: "no", "no" and "don't". Therefore, we often say: our property manager completes property management through the management of people and serves people through the service of things.

As a professional service industry, the key feature of property management is that its service function and scope are determined by the complexity and scale of "facilities". There are no heating facilities in the south, so the requirements of service providers in heating and snow sweeping are out of the question. The number of entrances and exits and the configuration of security technology and defense system also determine the specific form and content of security services. The popularity of high-rise residential buildings has brought opportunities and challenges to the entire property management industry today. The backlog of elevators, air conditioners and firefighting in some residential areas is urgent, and the traditional property management can't even meet the requirements of the property itself, let alone the requirements of the owners?

Our work is to "manage good deeds", "manage good people" or "serve people", which will eventually return to the integrity, safety and effectiveness of the property. We can advocate "serving the owners wholeheartedly", but don't pay too much attention to the means and forget the original purpose.

The goal of service is to add value.

The difference between management companies and service companies is that the latter is a kind of consumption, while the former is a kind of resource operation and proliferation. The difference between service providers and "housekeepers" and "servants" is the difference between professional managers and "managers" and "factory directors". Although merchants say "customers are God" and civil servants call themselves "public servants" of the people, service providers should be cautious when they say "owners are God" and "we are nannies", because owners are not always allowed to do wrong things when the value is enhanced. On the contrary, the immaturity and deliberate destruction of the owners have caused a lot of waste of community resources and repeated ineffective labor of employees. The way of service is not obedience but struggle. It is the unshirkable responsibility of property managers to curb the arrogance of problem owners and stop and correct their mistakes.

In fact, the responsibility of service providers can indeed be compared with that of domestic listed companies. The stock index code is actually the expansion or contraction of hundreds of millions of assets; Moreover, each residential property bears the same responsibility for property management, and the rise in house prices does give the owner's property a "premium issue" meaning. Poor management and lack of credit of listed companies can lead to the instantaneous evaporation of assets of 10 million yuan, and property management will bear the same exaggerated effect one day. If we can't cut off the black hand that extends to community public welfare, then robbery and theft will happen at any time, and the service provider can't fulfill his responsibility, and the purpose of service will go to the opposite side and become an accomplice.

-I suggest that there should be less "services" like that.

Without credit, there is no service.

China people lack religious traditions, but they have been strictly bound by moral demands since ancient times. "People can't stand without faith" and "I don't know what to do without faith". Service providers have no credit. They are barking at employers and thieves, and they are improper rewards and punishments for lower-level employees. For the owner, it means that the deer is a horse, and black and white are reversed. For every service provider, the most important thing is to know their responsibilities, their contracts and commitments to all relevant personnel. If there is no commitment, he needs to make a commitment before practicing. The difference between service providers and Qipin officials is that they can't tolerate any confusion and vegetarianism, otherwise they will betray the trust of employers, waste the labor of employees and squander the property of owners.

What is credit? Credit refers to the ability and willingness of the subject to fulfill the promise, including the historical record of fulfilling the promise. Members of the owners' committee have a strong will to fulfill their commitments, but they often lack such ability, including professional ability and resource ability, and are not legal persons in the strict sense in property management behavior. Property companies have this ability, but they pay too little attention to our opportunities. In the future, it will prove that a group of new "service providers" who can really undertake community responsibilities will be on the historical stage. No principles, no services.

We say that the service target is the public, so when individual owners ask for services, should we refuse them across the board? That's not true. Everyone's interpersonal emotional intelligence determines the obligation to be a "good-hearted person" when others ask for help, although this has no essential connection with property services. At this time, it is necessary to know where the "boundary" of your service is. The answer is principle, not only the principle of the company, but also the principle of the individual. Although many people regard dignity and personality as their life, they give others corresponding priority as service providers. How can service providers be sensitive to principles? A reference factor that can be mentioned here is whether the parties have done harm to others or infringed on their own rights and interests. We can tolerate each other's carelessness because of their misunderstanding, but if the other party endangers the interests of others (including the interests of employees and companies), we must resolutely stop it. For interpersonal communication, there is never enough law and power to force each member to take actions that conform to customs and virtues. Once hooligans don't have to bear external risks, they will do whatever they want, harm others and gain all possible benefits. What we often encounter is that the host overlaps his social identity with his role in the community and relies on his social status to force others to make concessions to his special interests. This tendency can only be contained by strong conscience, professional ability and attitude, sense of responsibility and spirit of sacrifice.

Service is a pleasant experience.

Finally, service comes from an ancient political art: it can make people, all kinds of people, like it. As Mao Zedong commented, "Liu Shaoqi is too principled and lacks flexibility ... Deng Xiaoping is both principled and flexible, soft and firm, and there is a needle hidden in cotton ..." Great service providers are those who can control great power. If the employees under our command are defeated in every confrontation with customers, it can only show that our tricky bosses have not found a real opponent. The personality charm of the server is not only tolerance, but also courage and perseverance, wisdom and acumen. Every time we throw away these principles and try to get the host to recognize our efforts, the result is counterproductive. Any service that brings pain to your heart is not real service. We should seize every opportunity to show our service, but don't force a smile and bow.

Don't try to gain sympathy. Property managers dress themselves up as the weak repeatedly, and it is easy to lose their sense of distance, shame and sensitivity. On the contrary, the server is a person with clear love and hate, a person with a heart of stone, a person with high morality, and a person who can smile from the heart.