The experience of working as a property manager in 221 is brief.

The responsibility of a property management company is to serve the owners well, which seems simple, but in fact it is very difficult to do it well. So, as a property manager, how do we summarize our work? The following is the "221 property housekeeper's working experience is brief" compiled by me for your reference only, and you are welcome to read it. 221 property manager's working experience is brief.

It has been two years since I joined the company in 2xx, and I am a recruit in the property management industry in xx. These two years of work experience have realized that there is no major event in property management. Of course, the major events here refer to some stormy and earth-shaking events. But in fact, some trivial chores of property management in the eyes of outsiders are major events for our property management. In other words: "Property management is no small matter".

why do you say that? To be fair, property management is different from productive enterprises. Productive enterprises mainly control in the production process: product quality, product innovation, product sales, and, for example, early development of a product and production one day earlier, so that they will be ahead in the industry. As for property management, our products are intangible and non-storage, and we are doing basically the same work every day, and they are also ordinary jobs. Service is our product.

As an intangible product, service also needs quality. What is its goal? Let me talk about the goal of service first: it is the customer satisfaction of all customers. How to improve our customer satisfaction? That requires improving the quality of service: initiative, kindness, honesty, professionalism and accomplishment, which are the five principles of our customer service.

initiative: we should greet our customers with a smile. When we meet our colleagues for the first time every day, we should say hello at the first time. And when the customer needs help, we will take the initiative to help before the customer puts it forward. For example, when we are on duty at the gate post, we should come forward to say hello and ask if we need help. With the permission of the customer, we will take the initiative to take the goods and bring them to the customer's home. You can also call the patrol post to help and help customers solve practical difficulties.

Kindness: Kindness and friendliness. In our work, we should always face our customers. How can we work for our customers in a friendly atmosphere? Smile when you meet, help actively, customers can feel our concern and make them feel that we are living together. neighbor When I was working in Four Seasons Flower City, I had such a client: once, when an aunt came back from shopping, I helped her carry things to her door. When chatting with her, I knew the situation and cared about her life. Every time she needed help, she took the initiative to help. After all this help, when she has any information about property management that she doesn't understand, she always asks me. This kind of relationship has played a great role in the harmonious relationship between our customers.

Honesty: One of my principles is keeping promises. As we know, one of my five prohibitions is: it is forbidden to despise customer needs and break promises to customers. We should take the customer's requirements seriously, and we should not be indifferent. Some of them may be possible for us, but some may not be possible for a while. Now, when I promise to do something that can be done, I must do it on time. We can't exaggerate and make promises about what we can't do, but we can't do it well in the end. In this case, customers will not trust us, and we will lose our customers. Therefore, we must do what we promise our customers.

Specialty: Our products are services, and services should be professional and standardized. Just like safety management: everyone who passes through the gate, we check the documents. For the new employees in the park, when we first passed through the gate, we didn't know which factory he was from, and there was no potential safety hazard when entering the park. But when we pass the gate for the third time, we need to know which factory he is from. We should get familiar with his basic situation as soon as possible, which is our specialization in the post. There is such a small thing: a salesman lost the trust of a customer because he called his name wrong once. Because of this incident, he later established a small customer file and won many customers. Therefore, our professional services should be reflected in the small things in daily life.

literacy: literacy is the cultivation of good habits in our daily life. Now the BI implemented by our company is the code of conduct of our property management personnel: when walking, employees keep to the right; When going upstairs, customers come first, which embodies the concept of customer first. At our gate, we are the same to the employees in the factory, "Hello! Please show your factory label to cooperate with our work. "Treat everyone from the perspective of service.

In our property management, some of our security administrators still have the idea that service is equal to management, which makes our work qualitative. I hope colleagues who have these ideas can correct it. Every employee of ours is doing an ordinary little thing in the service. As long as every little thing is done well and done to the extreme, it is equal to success. 221 Property Housekeeper's working experience is brief. 2

With the deepening of property management in residents' lives, providing customers with satisfactory services has become the primary method for property management enterprises to maintain their absolute competitive advantage. In order to win customers and win the market, it is necessary to continuously improve the service quality and management level, and often the customer's recognition of the service comes from the sincerity of the service provider. It is not an easy task to truly be "sincere" in daily work. Some people say that working in property management is like looking at a kaleidoscope. Everyone will see it, such as reticent, irritable, nagging, amiable, mean and critical, and so on. Faced with all kinds of people, we will inevitably encounter difficulties and helplessness in our work, which requires us to adopt different treatment methods for people with different personalities and have certain patience.

Some comrades have been wronged in their work, and they may be sarcastic, abusive, or even violent, so that even if they win the facts, they lose the customers. In the long run, the loss will outweigh the gain, and it will be difficult to carry out their future work. In fact, in the complicated relationship between people, if we can really think of each other when dealing with problems and start from each other's standpoint, we will get the tolerance of the other side in most cases. Isn't there a saying called "sincere arrival, a stone opens the door"? If you encounter a problem, you may wish to put yourself in another's shoes. If my floor is soaked, am I in a hurry? If the heating in my house is not hot, my nest is not angry? If my family has a car and can't get into the parking lot of my community, am I bored? Often, customers' "all kinds of picky" have a reason, which is a manifestation of dissatisfaction with our service, and on the other hand, it is also a warning to some shortcomings in our work. Of course, some service requirements are beyond our power, and they are not our service category. Even so, don't "hang on high". We should still take them seriously and answer them patiently in line with the principle of no small matter for the owners. Often, the sincerity of service can be better reflected in the details and small things, and the owners can be influenced more.

the owner's satisfaction comes from high-quality service, and high-quality service comes from sincere investment. As long as we really think about our customers, sincerity will be like a trickle, nourishing people's hearts; As long as we give our customers sincere help, trust and support will come accordingly. Only by sincerely serving, constantly broadening the working ideas, constantly carrying out meticulous and characteristic services and creating a high-quality humanistic living environment can we establish a distinctive brand of property management services among many property management enterprises and attract more customers. Sincerity is a magic weapon to communicate interpersonal relationships, which can relieve people's mental vigilance and is a lubricant for us to close the relationship with customers. Of course, this sincerity is by no means perfunctory. We should sincerely give our tolerant hearts to our customers, give them more understanding, open our hearts in every grievance, and try to understand the connotation of sincerity, because we are responsible for the company, customers and ourselves. Sincerity, a bridge, entrusts customers with trust in property management, and also conveys the care of property managers for customers. 221 Property Housekeeper's working experience is brief. 3

With the development of society and the improvement of people's living standards, people pay more and more attention to the problem of food, clothing, housing and transportation. As a result, people pay more and more attention to the new property management, and the requirements for the management level and quality of the property are getting higher and higher, which also puts forward a new topic for the emerging property management-how to do a good job in property management.

There are many areas of property management, including houses, schools, squares, stations, parking lots, office buildings, etc. Here, I would like to talk about my own experience on the property management of office buildings. Office buildings generally refer to office buildings. That is, the administrative staff of government agencies and employees of enterprises and institutions handle administrative affairs and engage in business activities. Characterized by concentrated personnel and complete supporting facilities, it is a central place for political and economic business activities.

according to these characteristics of the office building, the property management company should first train the office building cleaning staff on professional knowledge, fire fighting, safety and how to deal with emergencies, so as to improve their own quality and emergency response ability and make all indicators meet the qualified standards. At the same time, cleaning personnel are required to understand the basic situation of each floor and master the key points of cleaning. The lobby and bathroom are the places where staff come in and out most frequently, and they are also the places that are most easily dirty. The focus of cleaning should be on the lobby and bathroom. In particular, the urinal, dead angle and glass in the bathroom must be cleaned in place, so that the window is bright and clean, the urinal is free of dirt, and the bathroom has no odor, reaching the qualified standard. As the saying goes, "No rules can make Fiona Fang", first of all, the company should have strict discipline, and must formulate a set of management system and cleaning workflow suitable for the actual situation of the company. Every employee should work in strict accordance with the workflow, use cleaning tools and cleaning products correctly and reasonably, and make the ground clean, dust-free and footprint-free. There is no stain on the wall; The bathroom is clean and odorless. In particular, we should pay attention to the hygiene of the corners and try our best to have no dead ends. In addition, we should actively cooperate with maintenance personnel, and report the leakage of equipment to the company and maintenance personnel in time, so as to deal with it in time, so as not to cause great losses, and do a good job of cleaning after maintenance. In terms of discipline, we should strengthen the construction of ideological style of cleaning staff, strictly grasp discipline, check and supervise frequently, so that there are laws to follow, law enforcement must be strict, and offenders will be prosecuted. Everyone has rules to follow when implementing it, and everything has evidence to follow. Strictly follow the reward and punishment system, reward those who perform well, and criticize those who perform poorly. For those who refuse to change their education within a time limit, spot checks will be conducted every morning and regular inspections will be conducted in the afternoon, and problems will be solved at any time. Report the problems related to the government and other departments to the government management department in the form of writing, and suggest them to solve them quickly so as not to affect the normal work of the building staff. Summarize the work of the week every weekend and arrange the work tasks for the next week. Make the management of cleaning move towards the track of institutionalization, standardization, scientificity and humanization.

Secondly, we should exchange experiences with each other in cleaning work, learn from each other, work together with Qi Xin, and work hard. For example, if you wipe the elevator with the elevator cloth in your hand, it will be a waste of time and uneven wiping. Some cleaners try to tie towels to the broom, which greatly improves the work efficiency and wipes quickly and evenly. After wiping, everyone feels very good. This little trick was immediately popularized at work. At the same time, actively carry out the training and assessment of service skills of cleaning staff to improve their quality and service level.

Thirdly, fully mobilize the enthusiasm and initiative of employees, so that every employee can have a correct service attitude, be conscientious and conscientious, be not afraid of being dirty and tired, and overcome their sense of inferiority, and they will certainly be able to do a good job. There is no distinction between nobility and inferiority in the work itself, but there are differences in attitude towards the work. Whether a person can do a good job depends on his attitude towards work. No matter whether the occupation is ordinary or not, whether the position is high or low, we should respect it. Cleaning work is relatively low in others' eyes, dealing with dirt all day is plain, and cleaning is not in place and will be criticized and accused, but her work is noble, and one person's hard work is in exchange for a clean environment and spring scenery in the garden. All sectors of society should care about the life of cleaning staff and respect their work. Their work is an indispensable part of society, so that their work can be understood and recognized by society, and they can have a good working attitude and work actively. . To improve and protect the environmental sanitation of the office building, as long as we regard the office building as our home, clean it from time to time, make the ground dust-free and the windowsill dust-free, and strictly follow the operation procedures, we will certainly be able to do a good job in cleaning the office building. You can make every staff member enjoy the warmth and convenience like home and work better in a comfortable environment. In this way, not only the environment is improved, but also our service purpose is achieved. On the other hand, employees' service skills have been continuously improved in study and practice, and they can better provide better management and services for the majority of owners. 221 Property Housekeeper's working experience is brief. 4

First, change "small but complete" to "big but refined". The distribution of the types and regions under the jurisdiction of the property is extensive and decentralized. The "small but comprehensive" management mode makes it difficult to enjoy the service resources and waste the human and material capital seriously, making it difficult to maintain the overall advantages of the property company. "Big but refined" means separating the functions of security, equipment maintenance, cleaning and greening from the original management through detailed division of labor, establishing or contracting out to more professional cleaning companies, security companies, greening companies, etc., implementing professional management, cooperating with effective quality monitoring mechanism, breaking down the "regional" barrier and realizing the * * * enjoyment and balanced use of resources.

Secondly, change "pure service" into "interaction with the owner". Simply improving the quality of service, all the property management work according to their own management requirements will often cause friction with the owners' work. Because of the diversity of owners' needs and the enhancement of environmental and cultural awareness, they have different needs for improving the quality of service. The ancients said, "Those who touch people's hearts should not be concerned about their feelings first.". At present, the owners' demands for property management are widely diverse. In order to win the owners' recognition, we must treat people sincerely and move people with emotion in addition to constantly improving our service level of property management. The core of this is to improve personalized service. By establishing the owner's demand file, we can understand, master and tap the owners' demands in time, so as to provide more extensive services for the owners. In addition, strengthen communication with the owners in daily life, sort out and screen the collected opinions, classify them, give timely feedback, make continuous improvement, attach importance to the feelings of the owners and integrate them into their emotions.

finally, integrate "small groups" into "big society". The effective development of property management services can not be separated from three types of resources. First, social resources, including the support of the government, streets, communities, public security, sanitation, suppliers and potential clients. The second is their own resources, that is, the enjoyment of all kinds of service information and service facilities and equipment of the property they manage. Third, owners' resources. Owners are a huge group, and their consumption demand and potential resources are the continuous driving force for property management service enterprises to expand their operations. Only by truly integrating our "small group" into the whole "big society" and building a harmonious living environment can we continue to develop.