Property management and property service

When the property management industry was just emerging in China, it was more of a management attribute. Later, with the intensification of competition in the industry, in order to get more support and satisfaction from the owners, Vanke Property first put forward the concept of people-oriented and customer-oriented, and took the lead in transforming property management into property services. Since then, management-oriented property practitioners have begun to pay attention to the service to people.

Property management, focusing on management or service? This topic has been controversial for decades. The reason why the management side is emphasized is because the first duty of the property is to ensure the order and safety of the community, and it must be supported by relatively strong management means. After the overall safe living environment of the community is guaranteed, the second is the service to natural persons. The view of the service side is that the owner of the house is the owner. If we don't even serve the owners well, how can the owners leave the house to our property management company? No temperature management will only embarrass the property company.

In fact, whether it is management or service, both views are tenable and reasonable. Personally, I think property practitioners should regard management and service as a dynamic interactive process, which needs to be improvised and guided by the situation. Be tough in management and gentle in service. However, it is easier said than done, and it is really difficult to achieve such an effect. What I mean here is not that the property owners can't do it, but that the owners can't stand it. It is impossible for them to eat the reincarnation of the property owner.

Having said that, I have to talk about the national government departments. They exercise both soft and hard means of governance, with one hand steamed stuffed bun and one hand stick, and combine strong management with soft service. If you ordinary people behave well, the government departments will treat you well, and if you behave badly, you will be cut off. So, it depends on your performance. Property management is the same, but it will not work if it is really implemented. Your owners don't do well and always violate the management regulations of community owners. The property management company is tough, so the owners will be unhappy, saying that your property management company is supported by our owners, and you still want to control us and turn against you. They always say some harsh words, no matter how ugly they are. This also makes the property management company very helpless. In order to safeguard the interests of other owners, they should either respond to the joint condemnation of the industry Committee or directly feedback to the corresponding government departments.

You expect the industry Committee, that's bullshit. Members of the industry Committee are also ordinary people. Of course, they don't want to make too many enemies, lest they get burned. Generally speaking, they dare to be angry but dare not speak. It is also unreliable to expect all owners to attack. People have to go to work every day and have no time to manage this stall. At best, they just complain in the group, scold the property for inaction and scold the industry Committee for inaction. However, for individual owners' violations, the property company can't ignore them, and can't count on the industry Committee and the owners, so it has to report them to the relevant government departments. At this time, as long as it is not a bone-breaking matter, government departments are generally in a fog. Mediation, perfunctory, can't solve any substantive problems. Therefore, often these thorny things finally fall on the property, and it is bound to be angry at both ends.

In fact, people are servile in their bones. If you are serious about him from the beginning, he will get used to it over time and everything will work well together. If one day you start laughing, he won't get used to it immediately. At first, he may be flattered and think you are too good. After a long time, he will get used to it and gradually become arrogant. When they are in a bad mood, they often say this sentence: I pay you the property fee just to see your face? I am the master and you are the servant, so you should serve me. This is still good. I don't know. I even swear. You are just a dog I keep. Everybody say, in this case, who can stand it?

I like to compare property management with government governance. The owners broke the rules, but they didn't listen to dissuasion. They also called names, saying that all your wages were paid by our owners, so why should we care about them? They became honest when the government stepped in to control them. It can be seen that there is an invisible national compulsory machine behind the administrative power. Faced with such strength, they dare not say that the state machine and civil servants are all ordinary people paying taxes, and they are all raised with money.

You are an ordinary person. If you don't obey, the government department will not only give you a hard time, but also give you a ticket. If you break the law, the government will even let you eat official food. Faced with such coercive measures, you will say to the police: I am a taxpayer, and your salary is paid by us. How dare you arrest me? It's completely lawless. Actually, arresting you is in accordance with the law, not the law. Compared with government departments, the biggest difference between property companies and government departments is that if they are dissatisfied with the property company, the owners can change it at any time, but it is not binding on the government. People are dissatisfied with the government and can only change, which is impossible. Therefore, whoever has the initiative will be stronger. Over time, the weak side will often acquiesce, yield and get used to it.

Ok, that's it for this issue of "Real Estate White Open Class". Comrades, I'll see you next time. By the way, don't forget to like, comment, forward and pay attention. There are four sets of good people on the internet, and none of them can be less. Love you, love you, love you.