12 concepts and skills of property services

Property management is a labor-intensive and low-profit industry, with low entry threshold, fierce competition, many private enterprises and many migrant workers. It is also a service enterprise that contacts thousands of households and provides service products. If property management enterprises want to stand out from the competition, they cannot do without a strong sense of service and the innovation of service concepts and skills. The following are the ideas and skills about property services that I collected for you 12. Welcome to learn from them.

First, ancestors have been.

This is? Customer first? The concrete application of service concept in the special industry of property management. As we all know, the owner is the "God" and the parents who provide food and clothing for the service enterprise. As property service personnel, we should respect the owner as we respect our parents, establish noble sentiments, put ourselves in the position of housekeeper or servant, actively provide services for the owner, be a good party B, not the other way around, do a good job of self-service, and don't bargain everything or ask the owner to serve us. For example, when the staff and the owner take the elevator together, they should take the initiative to avoid it and let the owner get off first. When the owner is found to be carrying heavy objects in the community, he should take the initiative to help. When the owners have any complaints, they should be considerate of each other's feelings, prioritize and deal with them quickly. Only when the service is done well can the property management enterprises be recognized by the majority of owners.

Second, the taste is advanced.

The so-called high taste means that the concept should be advanced, constantly accept new things, keep pace with the times, update ideas, be brave in pursuing fashion and trends, give the owners a refreshing feeling in fashion concept and service concept, and create high-style and high-grade artistic enjoyment in lifestyle and living concept while providing daily professional services for the owners. In practical work, ideological ambiguity or confusion will inevitably lead to ideological confusion, which will inevitably lead to turmoil in action. For example, property management enterprises should arrange festivals every major festival, which must reflect the advanced requirements of the times, meet the taste requirements of the majority of owners, and reflect the characteristics of residential areas or buildings. Otherwise, it will cause complaints or dissatisfaction from the owners, and it will not play its due role in decoration and publicity.

To correctly handle the relationship between cost control and actual needs, we should not lower the level of decoration layout on the grounds of cost control.

Third, pragmatic and meticulous.

There are many types of property services, and the quality of their services is often visible, tangible and audible, and there is no falsehood or deception. Therefore, property services are no small matter, whether it is security, cleaning or greening maintenance, every employee should do his duty and do every link well. Perhaps some things are insignificant in the eyes of property management enterprises, but they may be significant and urgent for a specific owner. Therefore, both front-line employees and rear employees should strengthen their sense of service and responsibility, achieve refined management and service, and combine their work passion with? The first question responsibility system? 、? Community director responsibility system? 、? Director's quarterly assessment? , employee monthly assessment? Combination. It is necessary to establish a set of service quality standard system and workflow with the owner as the center and standardizing internal management behavior. And do it first, work hard and make up for it, so as to ensure the timeliness and quality of service.

Fourth, be eloquent.

This is determined by the characteristics of property services. Because, dealing with people all day, property services should not only learn to do, but also learn to speak and often communicate with people on related matters. In fact, both men and women like to listen to nice words, and some compliments and compliments will give the host a sense of satisfaction. At the same time, property management is a new industry. At the same time, we should learn to publicize and promote some concepts and knowledge of property management to the owners in exchange for their understanding and support. Of course, advocating speaking doesn't mean telling us not to do our work, but to use cliché s, not words and deeds. Instead, we advocate that we must learn to communicate and express, respect and reflect objective facts, and use our sincerity and heartfelt words to convince the owners and impress each other, so as to have a * * * sound. For example, when you meet the owner, you should greet him actively and enthusiastically, and be concise and to the point. You can't ignore him, be clumsy, incoherent and verbose. In fact, active and enthusiastic greeting will be like a spring breeze blowing willow, leaving a very good impression on the host; Ignoring or being clumsy will be like cold weather and ice and snow, which makes the owner very disgusted. Every employee's smiling face, every security guard's gesture, and every maintenance worker's polite greeting will become a lubricant to resolve conflicts, an additive to solve problems, and an adhesive to increase friendship, thus giving wings to our property services and obtaining higher satisfaction from the owners.

Fifth, anxious people are anxious.

Property management enterprises should think from the owner's standpoint, combine warm service, caring service with active service and timely service, so as to meet the owner's urgent needs, think about the owner's thoughts, help the owner solve the actual needs, and narrow the distance between the enterprise and the owner as needed. In fact, the needs of some owners are often urgent. Whether looking for front-line employees, community administrators or any employees of the company, we must provide timely, convenient, efficient, economical and convenient services. To this end, the community should set up a 24-hour service telephone to receive complaints or demands from owners in a timely manner; Through regular seminars and other forms, face-to-face direct and timely understanding of the needs of owners; Take the initiative to think first, do things first, and resolve contradictions in the bud.

Sixth, be sincere and trustworthy

Is to earnestly abide by and perform the property service contract, so that words and deeds are consistent, quality is emphasized, and the city keeps its credit. Some people say that honesty is not only a kind of conduct, but also a kind of responsibility and brand, a kind of resource, and also the development path of property management enterprises. To this end, our company actively introduces ISO900 1:2000: 2000 international quality management system, and will "step forward every day and serve with a smile forever"? As the company's quality policy, will it? Honesty and commitment? As the content of the company's service tenet, it is required that the customer's demand evaluation rate reaches 100%, the owner's complaint resolution rate reaches 100%, the service commitment fulfillment rate reaches 100%, and the feedback rate reaches 100%. In order to ensure the owner's satisfaction, the company also insists on conducting a customer satisfaction survey every quarter to timely and accurately understand the owner's satisfaction information, prescribe the right medicine, and continuously improve customer satisfaction.

Seven, safety first

Safety is a more important symbol of the progress of contemporary social civilization, which is related to the safety of thousands of owners in Qian Qian and affects their hearts. It has also become the first choice for owners and the biggest challenge for property management companies. Pay attention to safety, focusing on fire safety, especially fire prevention and theft prevention; The difficulty is to prevent security guards from leaving their posts, sleeping and stealing from them; The hot spot is to trick the owners, including refusing to pay the property service fee. Therefore, as a property management enterprise, we should attach great importance to the safety of the community, insist on paying attention to efficiency on the one hand and safety on the other, ensure efficiency with safety, and promote safety with efficiency, and we should not pay attention to one thing and lose sight of another, or favor one thing over another. We should correctly handle the relationship between safety and stability, safety and production, inspection and rectification, accident and inevitability, surprise and persistence, and hardware and software, and strive to pay attention to the owner's demands for safety to ensure the safety of one party.

Eight, warm tips

Warm reminder is not the specific service content of property management contract, but the concrete application of people-oriented concept in property service, which is a very humanized and humanized value-added service, and is the concept innovation and value creation in property service. Generally speaking, warm reminders should focus on seasonal changes, major events, holidays and so on. In the motor, fire prevention, theft prevention, cold prevention, heatstroke prevention and so on. In terms of content, the form should be mainly written prompts, and the object should focus on the owners, not the owners. Practice has proved that warm reminder is a good form, which can narrow the distance between enterprises and owners and make them more harmonious and harmonious.

Nine, Qi Xin together.

Property management enterprises have complex specialties, many posts and scattered personnel. To achieve customer satisfaction, it is necessary to mobilize the enthusiasm of all employees, give full play to their strengths, do their best, and work together with Qi Xin to do their own thing and take care of every post. In fact, the key to the rise and fall of property management enterprises lies in team spirit. If an enterprise is distracted, its development will not last long. For example, in the past, our company had a serious idea of waiting for, relying on and wanting, and people were not harmonious, which led to the slow development of enterprises; Since the autumn of 2003, the company team has insisted on running a new enterprise with a new style, and the management, efficiency and image of the enterprise have changed significantly, and all the management indicators have been realized, which has made the enterprise management step up to a new level.

X. major should be specialized.

Property services seem simple, because there are no special technical requirements, which makes people mistakenly think that there are no professional requirements. In fact, modern property management is different from the traditional patrol sweeping the floor and standing guard mending, but a profession with different requirements, including modern comprehensive knowledge, social experience and professional skills. For example, cleaning alone is divided into daily cleaning, mirror treatment, polishing and waxing, stone renovation, cleaning and land reclamation and other projects. Security guards should not only learn to patrol for emergencies, but also learn to massage and fight to deal with problems, which requires not only safety knowledge, but also knowledge of electricians, fire fighting and public security laws and regulations. Maintenance workers, in particular, are the basic technology of property management enterprises, learn computers and become experts in this industry.

Xi。 Bind people's hearts

Property management is a labor-intensive enterprise. There are many migrant workers and migrant workers among the workers, and their educational level is much lower. In particular, they have not received systematic professional ethics education and skills training, and it is difficult to form a professional ethics concept of combining righteousness and interests and taking enterprises as their home. Therefore, the mobility is particularly large, and sometimes they even leave like herders. In view of these characteristics, physical enterprises should make great efforts to carry out professional ethics education, induction education and loyalty enterprise education, and strive to do a good job of retaining people. Including: first, truthfully introduce the company and choose the right person to meet the needs of the enterprise; Second, conscientiously carry out education on dedication, love and entrepreneurship, and guide them to be loyal to their duties, to be loyal to enterprises and to be safe; Third, strive to create a good environment for their work, life and success, and implement the environment to retain people; Fourth, actively carry out ideological and political work and heart-to-heart work activities, and implement emotional retention.

Twelve, in front of the enemy.