How to improve the level of office property management

1. Master the level of customer needs and provide targeted services

According to the principle of "Maslow's Need Theory", office customers' needs for property services have different levels and are gradually upgraded. .

The first level: basic needs, that is, necessary needs to ensure daily work, mainly refers to basic customer service, cleaning and greening of public areas, normal supply of water, electricity and air conditioning, Security services, normal operation of elevator communication systems, well-functioning electromechanical equipment, etc.

The second level: the demand for efficiency and speed, that is, the comprehensive upgrade of hardware facilities, mainly refers to the higher requirements for the advancement, stability, and intelligence of office building hardware facilities, especially office intelligence and communication intelligence. , three-dimensional transportation intelligent needs, etc.

The third level: Convenient and thoughtful needs, that is, complete supporting functions, mainly refers to customer requirements to meet all office-related needs without leaving home. In terms of business facilities, there are bank business halls, exhibition centers, conference centers, business centers, post offices, etc.; in terms of living facilities, there are mid-to-high-end restaurants, staff restaurants, coffee shops, sports clubs, supermarkets, [[dry cleaners, Medical rooms, beauty salons, etc.;

The fourth floor: the need for noble feelings, that is, what modern property management pursues is a kind of culture and a kind of customer emotional belonging. Customers who work in office buildings are basically all intellectual workers or industry leaders. Their influence naturally requires them to pursue a higher level of self-realization. Of course, the property management of office buildings must adapt to and satisfy the needs of this group. psychological needs. What is dignity? It is the heartfelt respect for customers, meticulous care, thoughtful and meticulous service, and meticulous attention to every service detail...

Fifth floor: ***Rong Shenghua needs. That is to say, the office building is located in a prosperous core area. The building has a novel structure and gorgeous decoration. The property has a good image, popularity, and publicity effect. The user's occupancy itself is a symbol of strength; "Meng's mother moved three times, and the wise chose their neighbors to live." The neighboring companies Similar business scale, industry background, popularity, reputation, etc. form a strong mutual understanding to achieve mutual promotion, complementation, and mutual sublimation.

Only when we fully understand the needs of customers at different levels can we provide targeted services and create services, meet the different needs of customers through personalized services, and maximize customer benefits. Improve the overall service level of the property and achieve sustainable development.

2. Segment the mainstream customers and focus on service management

Segment the different mainstream customers of office buildings and provide more targeted property management services and suggestions. At the same time, customers Conduct an objective evaluation of the needs, grasp the key points and key points of the service, and then formulate the most suitable property management model in a focused and targeted manner. For example, in the office buildings in Zhongguancun, the customers are mainly IT companies, and property management should focus on ensuring the normal operation of their networks and weak current systems; in the CBD Guomao Business District, the customers are mainly foreign trading companies, offices, and representative offices in China, and property management should focus on ensuring the normal operation of their networks and weak current systems. Demonstrating sound business and living supporting facilities, as well as humanized and noble soft services are more attractive; the office buildings in Financial Street are mainly customers of domestic and foreign financial institutions, and property management services focus on ensuring the uninterrupted supply of electricity. , dual-circuit power supply system plus independent backup power generation device. Because the international stock market or foreign exchange market changes rapidly, a one-minute transaction delay may cause immeasurable losses.

3. Forward-looking operation to meet customer expectations

"Go to the doctor to cure the disease before it is diagnosed", forward-looking management and services are crucial to office property management. In the early consultation stage, property management companies should provide developers with suggestions and opinions on office building design standards from the perspective of later property management, thereby improving the rationality and effectiveness of the overall function of the office building; in terms of office building hardware facilities, more and more new office buildings are being built , in order to maintain the leadership of their hardware in the future, they have chosen high-performance and advanced equipment, and some even imported it from abroad. However, the supplier is only responsible for the installation and debugging of the equipment and provides necessary maintenance during the equipment warranty period. After the equipment is put into operation and the warranty period is completed, only the property management company of the office building will use and maintain these equipment.

Therefore, after a property management company takes over, it should arrange for specialized personnel to be familiar with, understand, and master the performance, use, and maintenance of core real estate hardware facilities, proactively arrange maintenance and renovation of facilities in advance, prevent the occurrence or occurrence of failures, and allow various facilities and equipment to perform effectively. Maximum value; in addition, property management companies should adopt various forms to learn and draw on the advanced experience of well-known property companies and foreign property management, understand more office property management information at the forefront of the industry and the international market, and constantly build the brand and strength of the company. In order to bring customers an office experience that exceeds their expectations, we can adapt to the pace of the rapidly developing property management market.

4. Characteristic management, achieving value-for-money services

1. Refined management.

With the continuous improvement of customer needs, customers have higher and higher service requirements and standards, and it is an inevitable trend to provide more detailed and refined services. Property management companies should establish the concept of refined management, standardize and refine various tasks, implement them at every level, be responsible at every level, consciously pressurize, and achieve goals, responsible persons, assessments, and feedback at every level of management and service. , requiring employees to do every ordinary thing carefully, standardize every service detail, and promote refined management in a down-to-earth manner. In response to existing problems in management and service work, we will amend, supplement and improve various rules and regulations, refine work procedures and standards, act in accordance with the regulations, and operate in an orderly manner. Pay attention to process management, implement process inspections and stage assessments, and provide timely two-way feedback on inspections and assessments. Realize the transformation from ex-post control to ex-ante and in-process control, make management timely, comprehensive, and effective, and achieve refinement of the entire process. Implement responsibilities, clarify tasks, strengthen the assessment and management of various tasks, make management and service work continue to develop in the direction of refinement and standardization, and strive to provide customers with high-quality and value-for-money services.

2. Humanized service.

Now, the property management experience in Hong Kong, Southeast Asia and other regions or countries has widely introduced the concept of humanized property management, paying attention to the different needs of employees, paying attention to the office quality of customers, and paying attention to the overall atmosphere of the office building , focusing on humanized management characterized by the warmth and harmony of the environment, so that people-oriented thinking runs through the property management. In the process of establishing an office building property management system and improving the level of property management, people-centered management should be established and people should always be placed in the dominant position. People are the starting point and destination of property management. Maximizing the enthusiasm and creativity of all property management employees is an important guarantee for doing a good job in property service management. The management concept of "employees are also God" should not only provide employees with a platform to display their talents and talents, but also become a spiritual home that employees can rely on; the integration of human factors in the construction of the office environment and considerate "family-style care" for customers , Establish the customer's sense of ownership. For enterprises, it is necessary to promote the organic unity of standardized management and humanized management; for customers, it is necessary to pay attention to the unity of external environment and inner emotions; for employees, it is necessary to reflect the unity of enterprise development and personal growth.

3. Information operation.

Property management informatization is the comprehensive application of computer technology, network communication technology, automation control technology, and modern management ideas in property management to solve some problems encountered in the property management process. Property management enterprises should sort out, clarify and refine various management processes, activities, positions and systems and other operating systems by implementing property management informatization construction, so as to promote property management enterprises to move from perceptual operations to rational operations and improve the efficiency of resources. Enjoy the utilization rate and improve the efficiency of property management, making the property management work scientific, efficient and standardized, and serving office customers more conveniently and flexibly.

As the technological content of modern office buildings continues to improve, the scope of management continues to expand, and customer needs continue to upgrade, office property management has become a complex system project. We must fully understand the different needs of customers and use advanced management Only by developing a sense of service and forming a distinctive operating model can we achieve good management effects, create high-quality office property management, and achieve sustainable development.