How to improve service quality in property management

How to improve service quality in property management

Property management is both a labor-intensive industry and a service industry with many homogeneous phenomena. In the era of knowledge economy, changing the traditional concept of the organizational structure of property management enterprises, paying attention to the selection, training and authorization of employees, establishing a service-oriented corporate culture and strengthening communication with residents are some of the methods to improve the satisfaction of property management services. . Only by improving the service satisfaction of customers (referring to residents in this case) can they increase their market share accordingly, and can property management companies win in the increasingly fierce market competition.

As a service industry, property management provides extraordinary goods - services. Therefore, property management companies should also pay attention to the discussion and research on behavioral issues related to residents, that is, the degree of satisfaction of residents with property management services. The author believes that in property management companies, how to change the traditional concept of organizational structure of property management companies, pay attention to the selection, training and authorization of employees, establish a service-oriented corporate culture, strengthen communication with residents, and determine practical service concepts, etc. All are the main factors that affect the improvement of property management service satisfaction, and are also reliable methods to improve the satisfaction of property management services.

1. Changing the traditional concept of organizational structure of property management companies

In order to maintain competitiveness, property management companies must pay attention to service satisfaction in the property management process and improve service delivery as much as possible quality. The author believes that the method to improve satisfaction should be based on ensuring a balance between the control needs of the property management company, the employees who provide services to residents, and the residents themselves.

"In the service industry, without satisfied employees, there will be no satisfied customers." Employees who provide services to residents are the only contact medium between enterprises and residents. If employees are dissatisfied with the enterprise, it will cause irreparable losses to the enterprise. Therefore, property management companies must pay attention to front-line employees and grassroots managers who are in direct contact with residents. Instead of placing them at the bottom of the organizational structure, they should be placed at the top of the organizational structure. Because these personnel are the ones who directly contact and serve residents. Changes in traditional concepts of organizational structure among property management companies demonstrate a focus on resident satisfaction. In order to improve employee satisfaction and loyalty and mobilize employees' work enthusiasm, property management companies can use symposiums, corporate shareholding reform, improve employee working environment, fair competition opportunities and complete benefits to make employees at each level They can feel that they are part of the team, which enhances employees' sense of identification with the company, so that they can consciously form a sense of responsibility that "everyone is responsible for the rise and fall of the company" in the service, and then achieve the goal of satisfying residents. Many well-known property management companies use "employees are also gods" and "treating employees well is treating yourself well" as their team mottos. These have fully mobilized employees' enthusiasm and improved employees' satisfaction with the company. \

2. Pay attention to the selection, training and authorization of employees

In a property management company, excellent employees should have the flexibility to deal with problems, be tolerant of residents, and adapt to different situations. The ability to change behavior in a timely manner and the personal qualities of putting oneself in the residents’ shoes. These qualities are more important than age, education, knowledge, training and intelligence. For property management companies, hiring employees with the necessary interpersonal skills and high quality is important to ensure high-quality service. Although there is currently no completely reliable method of assessing people's service orientation, a large number of interview techniques can still be used to evaluate managers and front-line employees in key positions, such as abstract questions, situational skits, and role plays. Front-line employees have direct contact with residents. Unless residents complain, under normal circumstances, property management companies cannot effectively supervise them. To ensure appropriate behavior in the absence of direct supervision, employees need to be given the necessary authorization. At the same time, residents also hope to be treated equally by corporate employees and receive the same services as others, and necessary authorization and appropriate employee training are key to ensuring service consistency.

Employee training includes corporate culture training, professional and technical skills training, and intelligence training. Property management companies can instill service-oriented values ??into employees through corporate culture training, improve employees' work attitudes, and promote employee unity and cooperation to provide the highest quality services.

Professional and technical skills training is very important for cleaners, maintenance workers, green workers and security guards. The content includes professional knowledge training related to property management (as long as it is property management-related knowledge, they must know the answer and cannot say "this It is not my job responsibility") and professional skills training (such as plumbers, mechanical and electrical equipment maintenance workers, greening workers and other professional skills training). Smart training is a higher level of employee training. It teaches employees how to interact with residents to achieve satisfaction through specific case analysis, situational learning, etc., such as: how to share residents' worries, how to talk to residents, how to deal with residents' complaints, etc. Paying attention to these issues can Effectively improve employees' ability to deal with problems, thereby stimulating the morale of the workforce and the creativity of employees.

3. Establish a service-oriented corporate culture

Corporate culture is the belief, value or behavior that is gradually formed during the growth of an enterprise and is relatively stable among all members of the enterprise. Model is a code of conduct that restricts the behavior of individuals or groups in an enterprise. It is a unique guidance system that can generate cohesion and give an enterprise a distinctive personality. Almost all property management companies put forward the slogans of "service first" and "residents are God", but corporate culture is definitely not equal to a few dry slogans. In daily work, the company can communicate through some situations about how an employee takes personal risks for the benefit of the company and residents, and then combine it with the corresponding reward system to consolidate the company's service-oriented corporate culture

. Only in this way can the company's values ??truly empower employees with a certain degree of autonomy, empowering them to make their own decisions without the need for traditional levels of supervision. In layman's terms, it means that employees serve residents from the bottom of their hearts, rather than serving for the sake of service. Relevant research data shows that when employees have a strong service orientation, residents feel that their services are first-class. If employees sincerely put the interests of residents first, they will provide first-class services, which can be felt by residents. This is what we call "dedication, professionalism and teamwork."

4. Strengthen communication with residents

Since residents’ expectations of service results will affect their perceptions, property management companies should strengthen their understanding of residents. Through the registration of household information, we can understand the relevant information of each household, such as age, personality, occupation and education level, etc., and then divide the households into several categories according to the situation: such as picky, generous, economical, enjoyment, etc., according to different According to the type of residents, prepare a set of communication methods in advance and train employees in advance. This will inevitably reduce friction when contacting residents; in addition, property management companies should increase the transparency of management services through bulletin boards, symposiums, Through collective activities and other methods, residents can learn about property management-related regulations, common sense, and corporate operating procedures and rules, and allow residents to participate in the service process, thereby improving service quality. As a result, the company's property management services are not only recognized by the residents, but also increase the residents' familiarity and understanding of the company, close the relationship between the two parties, and are also conducive to the further coordinated development of the relationship between the company and the residents.

In summary, as a service industry, property management companies are still a low-profit industry, but we should see that the ultimate purpose of the existence of property management companies is to make profits. In order to maintain certain marginal profits and competitiveness, enterprises must improve the efficiency and quality of service delivery as much as possible. To this end, only by paying attention to the service process can high-quality services with distinctive characteristics and competitiveness be formed. In order to achieve this goal, property management companies must pay attention to those employees who directly provide services to residents, strengthen employee training, focus on instilling a service-oriented corporate culture, and strengthen communication with residents to improve service quality and improve services. Means to improve service levels, thereby improving residents' satisfaction with property management services, laying a solid foundation for property management companies to expand market share, increase market share, and ultimately improve the company's comprehensive strength and market competitiveness.

1. Check the integrity of the system and continuously maintain and improve the system;

2. Establish service standards and organize training;

3. Establish quality control The team should be fair and strict, and should not have the idea of ????looking for scum during the inspection process, but should use a front-line service mentality to briefly discuss how to improve the service quality in property management

Abstract: Property management is the basis A property management entrustment contract covers the management, maintenance, repair and renovation of the property's buildings and equipment.

Property management is a service industry, with the goal of providing satisfactory services to owners. Therefore, how to achieve customer satisfaction is a question that property operators constantly think about. This article first explains the main connotation of property management work, explains the importance of service quality in property management companies, and also proposes strategies for property management companies to improve service quality. (3314 words remaining)