Characteristics of Vanke Property Services of Sunan Vanke Property Services Co., Ltd.

1. 24-hour round-the-clock service-providing public security, maintenance services and customer hotline around the clock to meet customer needs anytime and anywhere.

2. One-door service-in order to create a meticulous and ubiquitous service for the business households and realize efficient internal management and operation. The property service center provides one-door service, equipped with a dedicated telephone and opened a dedicated E-MAIL. When the business owners encounter any problems or requirements, they can ask them through the service hotline or to the receptionist at the front desk of the service center, and the service center will inform the relevant departments to deal with them quickly and follow up the problem solving process until they get a satisfactory answer from the owner through a return visit. Thus, the owner's rush between departments is eliminated, and the front desk of the service center takes the lead, follows up and pays a return visit, which makes the problem solving process clearer and more convenient and improves the service efficiency.

3. Zero interference service-fully respect the owner's private space and truly achieve zero interference to the owner's service. At night, the security guards use headsets to avoid disturbing the owner's sleep at night with the loud intercom; Daily service operations stagger the owners' access to the peak hours of the community to avoid working in the owners' gathering area. Based on the working principle of appearing in time when the owner needs it, the staff greatly respects and maintains the owner's private space. The property management personnel can fully grasp the situation of the community, understand the owners and know what they can do without staying with the owners. When the owner really needs help, the management service personnel will appear at the owner's side in time and quickly, providing sincere and thoughtful service for the owner

4. Close-up service-the owner can directly complain to the on-site property personnel, apply for repairs, book property services, etc., and the on-site property personnel will inform the relevant departments in time, so as to avoid the trouble of the owner calling or going to the property service center again, and the timeliness of service is equal.

5. BI's cordial service-the company strictly requires all employees of the company to greet the owners with a smile at all times with the purpose of "serving you wholeheartedly" in accordance with the Code of Conduct for Employees (BI Manual), and provide them with cordial and caring service, and "continuously exceed the growing expectations of customers".

6. Transparent service-In order to show respect for owners' consumer rights, Vanke Property implements transparent service, and the property service center will implement a property service reporting system, so that owners can fully understand the contents of property work, accept their inquiries and supervision, and at the same time, they can regularly summarize and find their own problems, which is conducive to the control of service quality and continuous improvement.

7. Whole-process property service —— Based on the attitude that everything is from the owner's point of view, in order to maximize the functions of the project, the company began to invest in the management of this project from the project construction period, and conducted phased evaluation in the early, middle and late stages of project development to provide reasonable suggestions for the developers. Within 3 months after the owner moves in, re-evaluate the public facilities in the residential area and provide the report to the developer, and negotiate with the developer for rectification on the problems that have hidden dangers or have certain influence on the business households. The concept of whole-process property service will be systematically interpreted in this process.

8. Community culture construction-pay attention to the guidance of community values and advocate the harmony between residential culture and community.