How to improve property satisfaction?

From the perspective of real estate product lines, the owner’s experience process for real estate projects is divided into sales services, building sales services, community facilities, environmental planning, house design, house quality, property management, maintenance services, and complaints. processing etc. From the perspective of a property management company, the main content that can significantly improve owner satisfaction is property management, maintenance services and complaint handling.

Some basic and comprehensive services provided by property management companies, such as cleaning, greening maintenance, maintenance of public facilities and equipment, vehicle management, safety management, and handling of owner complaints that are not quality issues Etc., this type of service requires property fees, which is a property management content that all owners can feel, but sometimes it is also something that some owners turn a blind eye to and are easy to ignore.

Maintenance services are mostly provided to owners who have problems with the quality of their houses. Factors that affect owner satisfaction include whether the repair channels are convenient, whether service personnel communicate with them in a timely manner, whether the repairs are professional, and whether repairs are frequent, etc.

The main factors that affect owner satisfaction in complaint handling are: whether the complaint channel is convenient, whether the service staff responds in time, whether the service staff's attitude is friendly, whether the service staff thinks from the perspective of the owner, and whether the service staff is efficient in handling , whether the processing results are appropriate, etc.

2. Key contact points for "mainstream owners"

"Mainstream owners" generally have less contact with property managers, receive less maintenance services and complaint handling services, and property management and their The key touch points are some basic service contents in property management.

Whether cleaning, greening, and maintenance of public facilities and equipment are in place can be felt by owners from the moment they enter the community to the door of their home. It is also the most basic aspect for owners to measure whether property management is doing its job. Of course, the cost and expenditure of property management personnel in this area are also relatively high. It is necessary to let the owners know what and how much property management has done in this area.

Vehicle management and safety management are also very important aspects for the community. Cars parked indiscriminately will definitely affect the overall beauty of the community and even normal travel; safety management is an important factor that affects whether owners feel safe living in the community. The most direct feeling for owners about safety management is whether the gate security guards check outsiders and vehicles. , whether the card is swiped at the entrance and exit, and how the patrolling security guards react when they find abnormalities.

Security guards make up the majority of property managers and are an important force in property management. They are also the property managers with whom owners have the most contact. The quality of security guards will greatly affect the owners’ judgment on property management. . Among the security guards, the door guard is particularly important, because when the owner goes out to work or goes home to rest, the person he must see is the door guard. If the owner goes out in the morning or comes home at night, he can receive warm and considerate services, even just Just seeing a warm smile, I believe their satisfaction with property management will definitely improve.

"Mainstream owners" rarely go to the property service center (management office) and rarely deal with property managers directly. Another important channel for them to experience property management or receive property service information is through door posts and corridors. Each bulletin board. Notices, warm reminders, etc. in the bulletin board can reflect the professionalism and service content of the property management staff. For example, some residential property management committees will post warm reminders on decoration, mosquito disinfecting, and notices for picking up lost items on the publicity board.

3. Strategies to improve the satisfaction of the "mainstream owners" group

1. Take the initiative to understand the owners

Owner interviews are a good way to understand the owners, which is also the case for Xincheng The property management company requires every community to do this. But judging from the time period when the author worked in Xinchengyu, the execution was not very good. Of course, on the one hand, the community had too few people to take care of it, and on the other hand, the community did not pay much attention to it. Considering that some owners are not at home during working hours, home visits or telephone interviews can be used to understand the psychological needs of the owners. It is best to establish electronic files. Each customer service is responsible for interviewing owners in the area and following up on reported problems. The community will The person in charge supervises the implementation.

Publish the telephone number of the property service center on the bulletin board in the unit foyer of each building to let owners know the convenient channels for communicating with property management; set up a suggestion box on each floor or in the unit foyer with simple and effective Each customer service team is responsible for collecting the opinions of owners in the area and responding to the reported issues in a timely manner.

2. Let owners understand property management

Post the monthly cleaning plan and annual greening maintenance plan on the publicity board inside the door of each unit. Because cleaning and greening are the most basic and intuitive services, and they are also services that owners tend to turn a blind eye to, it is necessary to let owners know what and how much property management has done in this regard.

Owners have the right and interest to know the specific use of the property fees paid. They can set up a financial statement notice board at the main entrance and exit of the community every quarter, and use concise and clear charts to explain the details of property fee income and expenditure.

Collect short stories, typical cases, and highlight practices every month, such as security guards catching car thieves, all-staff cleaning, explanations of satisfaction survey scores, and letters of thanks, etc., and make them into posters to be posted at the main entrance. It is required to have pictures, texts and eye-catching positions. Because there are very few owners who go to the property service center, even fewer owners can see the "New Town Club Story". Of course this requires the company's assistance.

Based on seasonal characteristics, a certain number of brochures are posted on community bulletin boards or distributed at entrances and exits to provide safety precautions, life tips or some convenient information.

We should try our best to select and retain excellent door security guards, provide service with a smile, and spend more as appropriate. The power of a smiling example is huge.

Since the property management industry is still immature and not understood by most people in the country, it is necessary to strengthen the publicity and popularization of basic knowledge of property management and laws and regulations. From the perspective of the owner’s rights protection or the necessity of property management, we can use popular methods to A brochure is written in easy-to-understand language and distributed at a certain proportion every year.