What are the suggestions for rationalizing the management of property companies?

Recommendations for the rationalization of property companies Part 1

1. Property management services have both the characteristics of the general service industry and their unique personalities, as shown in: (?) Restrictions: 1 , Policy factors 2. Owner factors; 3 developer factors; 4 technical factors; 5 environmental factors. (2) Relative long-term nature (3) Satisfaction of both parties. (4) Difference (5) Emotionally intensive.

2. Service first is the eternal purpose of any service enterprise. All activities undertaken by property management enterprises must make owners sincere and satisfied, and the core is to provide high-quality services. The service work in management is firstly of long-term nature and secondly of mass nature. Therefore, it is important for property management to always implement the ideas of "exquisite service and responsibility to the people" and integrate management into various services.

3. (1) Commitment is the top priority of service.

First of all, it is necessary to fulfill its commitments within its capabilities. It is recommended that the company check the current service project standards to see if they are beyond the scope of capabilities. If so, modify them or find other simple and effective methods: Secondly, review what has been done We should try our best to implement the commitments made and made public. It is recommended that we check the established work requirements and standards every day and implement them one by one.

(2) Details determine the effectiveness of the service.

Establish an awareness that you are very important. Start with your own words and deeds. In terms of etiquette, appearance, and work results, set various details that you should pay attention to, and analyze which details are important. , which are the details that lead to unfavorable results. and correct and overcome them. In order to prevent paying attention to too many details from affecting your work and services, you should also delete details and bad habits that are inconsistent with or unnecessary to your work goals, so that you can speak and act quickly and improve efficiency.

4. The company is a service-oriented industry. Every behavior of employees will affect the company's image. The attitude towards customers must be enthusiastic and sincere, with the purpose of creating a safe and comfortable living environment for owners. You must put yourself in the owner's shoes and pay attention to details in everything you do. Details determine success or failure. Let everyone adopt a scientific and serious work attitude, think carefully and empathically, and create a bright future for the company!

5. Enterprise employees in property management, especially front-line employees in the management office Facing the owners directly, the owners’ dissatisfaction and complaints about the service process are very direct. When we receive customer complaints, we must give the owners a more specific processing time method to let the owners have expectations, and at the same time provide corresponding services. Follow up on return visits to understand the owners' comments, opinions and suggestions on us, so that our service management can be improved.

6. In addition to paying attention to service enthusiasm, we should also pay attention to service skills. To do this requires us to be good at observing customers' eyes, expressions, emotions and emotions when dealing with customers. We must be good at saying the right words and doing the right things at the right time. Only in this way can customers truly appreciate our service and recognize our service, and the service can be considered in place.

7. (1) Let every employee of the company truly understand the importance of service in the management of property management companies. And what exactly is service and how to do it?

(2) Starting from within the enterprise, we must strengthen the cultivation of employees' own service awareness. Without awareness, there is no service.

(3) Change the internal mechanism of the enterprise and enhance employees’ awareness of market competition.

(4) Strengthen communication issues between departments and strictly prohibit mutual exclusion between departments when working

(5) Supervise the service training content of the company headquarters and strengthen training.

(6) Do a good job in external publicity and strengthen normal communication with owners.

8. Only by improving services can we create innovative benefits. Therefore, start from yourself, work down-to-earth, and don't let the phenomenon of inadequate service occur.

Part 2 of the rationalization suggestions for property companies

1. Property management services have both the characteristics of the general service industry and their unique personalities, which are manifested in: (1) Restrictions: ① policy factors; ② owner factors; ③Developer factors; ④Technical factors; ⑤Environmental factors. (2) Relatively long-term nature. (3) Satisfaction of both parties. (4) Difference. (5) Emotional intensity.

2. Service first is the eternal purpose of any service enterprise. All activities engaged in by property management enterprises must satisfy and satisfy the owners, and the core is to provide high-quality services. The service work in management is firstly of long-term nature and secondly of mass nature. Therefore, property management must always implement the idea of ??"exquisite service and be responsible to the people" and integrate management into various services.

3. Set a warm reminder above the sink in the bathroom on each floor. The contact number of the cleaning staff on this floor is: XXXXXXXX. The advantage of setting up the contact number of the cleaning staff: Since the cleaning staff is responsible for the cleaning work on 2-3 floors, and sometimes works on other floors, if the office on this floor encounters spilled tea, etc., you can call the cleaning staff to notify them to come and clean up immediately. .

4. (1) Commitment is the top priority of service. First of all, the commitments must be fulfilled within their capabilities. It is recommended that the company check the current service items and standards to see if they are beyond the scope of capabilities. If so, modify them or find other simple and effective methods; secondly, make commitments that have been made and disclosed. Try our best to implement it. It is recommended that we compare the established work requirements and standards every day and implement them one by one.

(2) Details determine the effectiveness of the service. Establish an awareness that you are very important. Start with your words and deeds. In terms of etiquette, appearance and work results, you should set various details that you should pay attention to, and analyze which details are important and which ones lead to bad results. details, and correct and overcome them.

In order to prevent paying too much attention to details from affecting your work and services, you should also delete details and bad habits that are inconsistent with your work goals or unnecessary, so that you can speak and act quickly and improve efficiency.

(3) Communication is an important channel connecting all aspects of service. Good communication plays an important connecting role in service work. Without this kind of communication, many of our service requirements are unclear, and the responsibilities for service accidents are also difficult to distinguish. Therefore, it is recommended to:

Improve the channels between waiters and service links. This channel can be a matter registration book or other ISO record forms. The above must accurately record and reflect customer requirements, so that the waiters in the next period or next link can clearly understand customer dynamics, so as to provide accurate and in-place services.

The handling credentials for service rewards or service incidents are searched based on the established communication channels, responsibilities for incidents are distinguished, good behaviors are rewarded, and improper service behaviors are assessed. Such clear rewards will surely better promote our service work.

5. Actively instill risk management awareness among management and production personnel at all levels, re-understand what is truly "people-oriented", and run this idea throughout the entire process of property management services. Re-establish a correct safety thinking, change the past practice of downplaying the harmfulness of people's daily safety desires because everyone avoids risks in their own way, without adequate safeguards, re-examine and design each company* Safety regulations in all aspects, such as placing caution signs on rainy days, beware of slippery roads, and reminding users to close doors and windows during thunderstorms, and take back flowerpots on balconies to their homes, etc., to ensure the safety of life in the building or community.

6. People-oriented property management means owner-centered, which is an owner-centered property management concept. Property management serves the owners, with the purpose of creating a safe and comfortable living environment for them and maintaining and increasing the value of the properties. We must put ourselves in the owners' shoes and create a safe, clean, comfortable, and beautiful living and working environment for them, so that they can have a sense of belonging when they return to the property management area. Through considerate family-style care, they can enjoy spiritual satisfaction while enjoying services.

Only by doing all the work well in the early stage of intervention will future management be easy.

7. Under the conditions of market economy, the competition of goods is largely the competition of services. How to put customer service first, provide customers with standardized and humanized services to the maximum extent, and how to improve services to a professional level to meet customer needs are the biggest challenges faced by modern enterprises. Therefore, modern enterprises must work hard on service to achieve sustained and strong competitiveness in the same industry.

8. The company is a service-oriented industry. Every behavior of employees will affect the company's image. The attitude towards customers must be enthusiastic and sincere, with the purpose of creating a safe and comfortable living environment for owners. Put yourself in the owners' shoes and pay attention to details in everything you do. Details determine success or failure. Let everyone have a scientific and serious work attitude, think carefully and empathically, and create a bright future for the company!

9. To stand out in the competition, the service industry relies on The strength of starting from the details, rather than relying on gorgeous appearance and luxurious decoration. It is necessary to examine one's own shortcomings from a different angle and provide continuous training so that employees can learn to absorb the service essence of the outside world. Only then can the company's own service quality be truly improved and a qualitative leap be achieved in the process of accumulating essence.

10. In property management, corporate employees, especially front-line employees in the management office, directly face the owners. The owners’ dissatisfaction and complaints about the service process are very direct. When we receive complaints from customers, we must give the owners a A more specific processing time and method will give the owner something to expect. At the same time, we must conduct corresponding service follow-up visits to understand the owner's evaluation, opinions and suggestions for us, so that our service management can be improved.

11. In addition to paying attention to service enthusiasm, we must also pay attention to service skills. To achieve this, we must be good at observing customers' eyes, expressions, and emotions when dealing with customers. Heyu, good at saying the right words and doing the right things at the right time. Only in this way can customers truly appreciate our services and recognize our services, and the services can be considered adequate.

12. The property management company’s poor service has caused dissatisfaction and complaints from property owners. In addition to service standards such as civility, courtesy, enthusiasm and friendliness, patience and thoughtfulness, and respectful language, the following principles should also be followed (1) Responsibility principle; (2) Recording principle; (3) Timely principle; (4) Thoroughness principle; (5) Improvement principle;

13. If our service personnel follow standardized service procedures, Use civilized and courteous language to persuade and persuade guests, and perhaps complaints will not occur. We should vigorously advocate: "Please use your language to express your sincerity." To this end, it is recommended that companies develop lobby "Service Star" activities or "building image spokesperson" evaluations to promote the improvement of service levels in the lobby of each building and establish a new image of the company's first-level property services.

14. As a member of a property management service company, we still need to be more refined and detailed in many aspects. On the premise of the company's first-level qualifications, improve your own service level and discover your own shortcomings, so that the company's service level can develop to a higher level.

15. How to improve service levels, how to implement service work, and how to create value for the company are all practical issues before us. First of all, you must be knowledgeable and eloquent. Property management customer service work involves all aspects of daily life, requiring customer service personnel to master multiple aspects of knowledge and skills. In addition to mastering and understanding the necessary knowledge of the property management industry, you should also accumulate more social experience and master more personal skills. In daily work, if appropriate help can be given to the different needs put forward by the owners, it will be very effective for the development of property work.

Secondly, we must exercise strict self-discipline and not care about personal gains and losses. As a company employee, the first thing you must do is strictly abide by company disciplines. The so-called "strict self-discipline", I understand as "don't do things you shouldn't do, don't say things you shouldn't say."

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As an employee, the quality of your personal work is not only related to the interests of the company, but also directly related to your own interests. It is possible and should be done to do more things within or outside of one's job, and to work for a few more hours.

16. Our property management company has been promoted to a national first-level qualification enterprise. We have seen the shortcomings of others and should learn from them. Therefore, we must improve our service level accordingly; respond quickly, solve problems for customers wholeheartedly, customer satisfaction is above all else, and do the best in property management.

17. The card swiping sound at the Xinyuan Building parking lot entrance is unpleasant. It is recommended that it be made pleasant and in line with the image of Guoyou Property.

18. (1) Let every employee of the company truly understand the importance of service in the management of property management companies. And what exactly is service and how to do it?

(2) Starting from within the enterprise, we must strengthen the cultivation of employees' own service awareness. Without awareness, there is no service.

(3) Change the internal mechanism of the enterprise and enhance employees’ awareness of market competition.

(4) Strengthen communication between departments and strictly prohibit mutual exclusion between departments when working.

(5) Establish service training content for the company headquarters and strengthen training.

(6) Do a good job in external publicity and strengthen normal communication with owners.

19. As a property manager, you must start from the owners and customers, think about the owners and customers, be responsible for the owners and customers, and satisfy the owners and customers. Customers implement family-friendly management to help owners and customers solve various difficulties in their work and life within the properties they manage, strengthen communication with them, and improve the satisfaction, trust and loyalty of owners and customers. Respond to questions and requests raised by owners as soon as possible.

20. As a service industry, how to improve service levels, how to implement service work, and how to create value for the company are all practical issues before us.

21. In the final analysis, property management is to provide various satisfactory services to the owners. "Precision" means that every step of our work must be careful, every link must be meticulous, and every work must be meticulous. It's a fine product.

Many cases of property management have shown that implementing "humanized" service measures is very helpful in reducing customer complaints. The company's internal corporate culture has a good foundation, and there is also a certain degree of cohesion within the company. I believe The company's external corporate culture will also have an early impact on customers, changing material management into humanistic care. For example, the company's security guards often come into contact with new and old customers, and the service should not be cold. Civilized and courteous words and etiquette actions should be strengthened; if work permits, they can provide services such as calling taxis for customers, helping carry heavy objects, and assisting customers. Young and old alike, eager to answer questions raised. Part 3 of rationalization suggestions for property companies

The busy 20** is about to pass. Looking back on the work over the past year, I feel deeply. Over the past year, with the care and support of leaders at all levels of the company and the active efforts and cooperation of all staff in the service center, I have gradually matured in discovery, solution, and summary, and have achieved certain results.

1. Improve service quality and standardize housekeeping services.

Since the launch of "one-to-one butler service" in March 2019, no matter what problems we encounter in daily work, we can do all the work without shirk and take responsibility to the end. Regardless of whether matters belong to this position, we must track and implement them to ensure the continuity of all the company's work, so that the work can be carried out in a healthy state, which greatly improves our work efficiency and service quality. According to record statistics, while implementing "one-on-one butler service", they also participated in various trainings organized by the company. The training mainly focuses on the "Service Standards for Customer Ambassadors", "Service Standards for Handover Reception Personnel", "Deportment and Etiquette", "Conversation Etiquette", "Guest Sending Etiquette", "Answering Etiquette", "Behavior", etc.

After the training, on-site simulations and daily inspections were conducted for assessment, such as smiles, greetings, standards, etc. We rewarded and punished me based on my usual performance until the end of the month, which greatly improved my service level and was recognized by the owners.

2. Standardize the service process and make property management more professional.

With the promulgation and implementation of the new "Property Management Regulations" and the increasing improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer content with the status quo of being on the fringe, but is moving in the direction of professionalization, procedure and standardization. In the daily management of the community, we strictly control and strengthen inspections. If we find illegal operations and decorations in the community, we will persuade them in good faith from the perspective of management services, stop them in a timely manner, give reasonable suggestions, and communicate with the relevant departments of the company. , and formulated corresponding rectification measures, such as building Buddhist temples privately and building sunrooms on terraces, etc. Once discovered, we immediately issued a rectification notice and ordered them to rectify immediately.

3. Strengthen training and improve business level

Professional knowledge is very important for property managers. Lack of experience in practice. The market environment is gradually taking shape, and it will take a long time to get on the right track. These objective conditions determine that we practitioners need to continue to learn. Learning the laws, regulations and trends of the industry is very beneficial to doing our work well.

Customer service is the department that has the most direct and frequent dealings with owners. The quality of employees represents the image of the company. Therefore, the company has been continuously improving employee training and improving our overall service level. The main purpose of our training is The contents include:

(1) Carry out etiquette training and standardize appearance

A good image gives people a pleasing feeling. Property management is first of all a service industry, reception When the owners come to visit, we will be warm and considerate, serve with a smile, and have a kind attitude. In this way, even if the owners come with emotions, our thoughtful service will alleviate them so that we can help the owners solve this problem. The front desk service staff must stand and serve. Whether they are company leaders or owners, they must say "Hello" when they meet. This not only enhances the image of customer service, but also enhances the image of the entire property company to a certain extent, and highlights the importance of the property company. Nature of service.

(2) Provide professional knowledge training and improve professional skills

In addition to etiquette training, professional knowledge training is important. The company also provides regular training to employees in this area. It mainly combines the "Suzhou Residential Area Property Management Regulations", "Suzhou Industrial Park Residential Property Management Measures", "Residential Interior Decoration Management Measures" and other laws and regulations, and learns relevant legal knowledge to legally solve the problems encountered in practice. Question, clearly understand that property management is not guaranteed forever, nor is the property management company responsible for everything after paying the property management fee. The company also used some classic cases for everyone to discuss, analyze, and learn together, how much responsibility does the property management company bear in the event of a dispute? responsibilities, etc. They all require us to continue learning and accumulating experience at work.

20** will be a brand new year. As our service quality continues to improve and the number of owners staying in the community increases, the property will move towards higher and stronger goals, and all customer service staff will also We will maintain a high enthusiasm for work as always, welcome the new year with a fuller spirit, and work together to write a new and glorious page for our Yiting Service Center of Vanke Property Company!

Our work plan for 20** is:

1. Follow up on the situation reported by the owners in the 20** satisfaction survey in order to increase the occupancy rate in 20**.

2. Continue to standardize various work processes and conscientiously implement the job responsibilities of each position

3. Promote the "Customer Ambassador Service Standards", "Service Standard Terms for Handover Reception Personnel", "Appearance", "Conversation Etiquette", "Send-Off Etiquette", "Answering Etiquette", "Behavior" to improve employee quality and service level.

4. Fully cooperate with various departments to complete the housing delivery work.

5. Make every effort to do a good job in renovation inspections, reasonably arrange inspections by relevant personnel, and ensure timely discovery and timely handling.