The secret of the 20-year-old housekeeper: "buying a house to see the housing" is the key.

From the establishment of the first property management company in 198 1 to more than 50 listed companies, the property management industry has finally completed the value reconstruction from a service-oriented supporting role to a new market outlet "C".

Fan Bin, the property manager of China Shipping, has been working for nearly 20 years and can only say "doing real estate-related business" and become a partner of the project manager; From passive participation in management to active improvement of service; Not only has it completed the transformation of its own role, but it has also opened up the imagination of community value-added services with the epidemic as an opportunity, and property owners have gradually become the guardians of people's "last mile" of a better life.

Misleading into the business can only be said to be "real estate-related"

198 1 year, the first property management company in Shenzhen was established, which filled the historical gap of no property management in Chinese mainland.

Fan Bin entered the property management industry in 2003, more than ten years after Donghu Liyuan, the first commercial housing community in Shenzhen, opened a new chapter in China property management. That is, in that year, Fan Bin became attached to China Overseas Real Estate, which is known as "the first housekeeper in China" in the industry.

"As the saying goes,' women are afraid of marrying the wrong person, and men are afraid of entering the wrong line'. When I first entered the property industry in 2003, I really felt that I was in the wrong line. Because the social environment at that time was actually very biased against property, when it comes to property, everyone subconsciously feels that this industry is' inferior'. " Fan Bin recalled that when he first joined the company, outsiders asked him what he was doing, and he generally summarized it as "real estate-related".

And such a "evasive talk" is not uncommon in the mouths of other property peers and colleagues in Fan Bin. Fan Bin said that although the concept of property management had broken ground at that time, and with the development of commercial housing around the country, it took root and sprouted nationwide, but the industry's understanding of property was still in a relatively primary stage. When it comes to what a property does, people's traditional impression still stays in security, cleaning and maintenance.

Fan Bin's first post after joining China Shipping Real Estate was community security administrator. At that time, he was 23 years old and was mainly responsible for the safety management of the project and the maintenance of public order. China Shipping Fuyuan, which just closed its house, has become the foothold of Fan Bin, a "Lu-born Beijing drifter", in the next three years.

"Marginal industries, low sense of existence and low sense of identity, were my first impressions of property management-related work when I first joined the work." In Fan Bin's view, the "lack of confidence" of himself and his colleagues in the property industry is, in the final analysis, caused by the times. At that time, the previous property was generally regarded as an extension of the after-sales department of real estate enterprises, and most property companies were not "separated". Most of the outside world regarded the property as an unprofitable "accessory" for real estate development. In the development-oriented housing enterprises, the real estate sector ranks lower, and the capital market is "dismissive".

The harsh environment can still be temporarily escaped, and the difficult management work in the previous community made Fan Bin feel depressed. Fan Bin said that in the early years, it seemed natural for owners to stand on the opposite side of the property management company. The owners believe that the property management company, as a commercial company, is to make money; The property management company believes that the owner should not only provide good service, but also have the lowest price, and the work is particularly difficult. The relationship between the two sides was once tense.

"For example, parking management, at that time, the cooperation of some car owners was very low, and private cars were parked indiscriminately. Sometimes, under the persuasive persuasion, the other party will ask me,' Why do you care about me?' "Fan Bin admits that in the first few years of his work, he occasionally flashed the idea of leaving, but he failed to leave for various reasons. Later, in 2008, it caught up with the global financial crisis and witnessed the ups and downs of many domestic industries. Fan Bin suddenly felt that the relatively stable property status at present gave him a great sense of security.

"During the financial crisis, many people lost their jobs. Comparatively speaking, our owner's work is very stable. At that time, I began to realize that I can't just treat property management as a short-term errand, but should develop my efforts into my long-term career. " Fan Bin said that from that year on, he began to rethink his future career plan and finally chose to stay in the property.

Buying a house depends not only on the location, but also on the property.

Starting from the most basic security work of property management, three years later, in May 2006, Fan Bin was gradually promoted from a small security supervisor in a residential area to the security supervisor of Beijing Zhonghai Property Zhonghai Fuyuan Branch.

With the increase of job content, the post has been upgraded from being initially responsible for the safety management and public order maintenance of a single project to leading departments to maintain public order in the park according to quality control standards, ensure the safety of the project, and be responsible for 1/4 the collection of property fees in the park and the external affairs liaison of the project.

Over the past few years, in addition to doing a good job, striving for more collection rate of property fees has also become an important work content of Fan Bin.

"To sum up, there are generally two situations in which owners refuse to pay property fees: one is that owners who own property rights but do not live in the community all the year round refuse to pay property fees because they do not enjoy property services; On the other hand, some owners who used to live in the old community where the property was out of control still stayed at the stage of tens of health fees every year, so they were unwilling to charge for our market-oriented property company. " Talking about the difficulties in the process of collecting property fees, Fan Bin cited an example. When the property personnel visited the house on the issue of property fees, some owners stayed at home and refused to communicate. It's a little vague, and it's delayed again and again. The most violent owners even choose to "go to court" with the property company.

"In the traditional concept of home ownership,' buying a house to see the location' is regarded as the golden rule. Many owners often ignore the importance of residential property management besides paying attention to lots and supporting facilities. In fact, it is not difficult to understand, because the property services in most communities are relatively hidden, and the long-term value is difficult to see in front of you, so the owners will lack perception of the property. " Fan Bin said that in order to change the owners' solidified cognition, what the property can do is to provide basic services and strive for the owners' recognition.

Fan Bin said that the process of building mutual trust with the owners is not simple. The establishment of a benign relationship between a property and its owner stems from the "help" of crises.

Fan Bin recalled that at 3: 40am on August 8th, 2065438+2008, there was a sudden rainstorm in Wangsiying area adjacent to the East Fifth Ring Road in Beijing. Affected by continuous heavy rainfall, the drainage capacity and soil permeability of the pipe network around the project that Fan Bin was in charge of at that time reached saturation instantly, and many community owners successively reflected the indoor and outdoor anti-water. In order to ensure that the losses to business households are minimized, Fan Bin promptly convened a team and quickly launched a flood prevention and rescue plan.

"For several days in a row, I led my people to help the community owners drain water, check for leaks, move items, and deal with a large number of power outages. After four days and four nights of almost sleepless orderly rescue, the losses in the home of the community owners were effectively controlled to a minimum. " Fan Bin said that it is through such repeated efforts that the distance between the property and the owners is getting closer and closer.

The process of establishing mutual trust with the owners is also driven by the opportunity of the "national and warring States epidemic". On June 23, 2020, Wuhan entered the "city closure time". On June 24, 2020, the second day after the closure of Wuhan, Beijing officially launched the first-level response mechanism for public health emergencies, which sounded the "strongest combat alert" against the epidemic.

Fan Bin recalled that under the background of "national epidemic", the first line of treatment was in the hospital, and the first line of prevention and control was in the community. As the "last mile" at the grass-roots level, the service value of property has begun to stand out, and the role of property management in community governance has also received attention. In terms of community entrance guard, temperature measurement, disinfection and sterilization, distribution of medicines and materials for epidemic prevention masks, epidemic situation registration and reporting, knowledge popularization, extensive publicity and coordination, etc., the property owners have undertaken the work of many grass-roots organizations, effectively integrated into the government epidemic prevention and control system, and solved the problems of insufficient information of community residents and insufficient grass-roots government personnel to some extent. This also laid a solid foundation for subsequent policy friendliness.

"It can be said that during the epidemic period, property management services have exceeded the obligation boundaries determined by contracts and laws. From the perspective of the company's operation, this epidemic has obviously increased the cost pressure of property operation, which is mainly reflected in the hard cost of purchasing epidemic prevention materials and the soft cost of manpower. " Fan Bin introduced that taking the 200,000-square-meter project of China Shipping Andrews Community as an example, the property cost related to epidemic prevention needs about 4,000 yuan every day, and the monthly extra expenditure is about 65,438+10,000 yuan, accounting for about 15% of the cost increase.

Good changes are also happening. Fan Bin said that after the epidemic, the adhesion between property companies and owners has been enhanced, and the cooperation of owners in property-related work has also been significantly improved. During the epidemic, most owners began to pay property fees voluntarily. "Take China Sea Andrews Community as an example. In the early years, the annual collection rate of property fees can reach about 80%, which feels very good. However, in recent years, especially after the outbreak, the collection rate of property fees in this community is about 80% for half a year, and it will basically be 100% by the end of the year. " Fan Bin said.

Strive to be the guardian of the "last mile" of a better life.

202 1 was the year when Fan Bin entered the real estate field 18. According to Fan Bin, the property management industry is showing unprecedented prosperity, and "change and opportunity" has become the key word for the development of the property management field. This year is the first year of the 14th Five-Year Plan, and it is also the first year for China Shipping Real Estate to implement the strategic goal of "1 155". This year, Fan Bin has also changed a new identity: At the beginning of 20021,China Shipping Property Group officially launched the reform of the project general manager partnership system, and Fan Bin became the head of Chaoyang District of China Shipping Property Beijing Company.

According to Fan Bin, as the head of the community, he currently manages more than 200 property employees in five major lines, including safety, environment, engineering, housekeeping and publicity, and provides property services for four residential communities with tens of thousands of people.

"In the 40 years of the development of the property industry, the property management business has grown from scratch, from small to large, from chaos to governance. Nowadays, after years of unremitting struggle, property owners have made many good achievements in ordinary posts, and property owners are moving from behind the scenes to the stage. The image of the property industry has been subverted and the label of' real estate accessories' has been torn off. " From the beginning, he was ashamed to explain his career to outsiders. At present, Fan Bin has become the spokesperson of the property management industry.

In Fan Bin's view, from passive participation in management to active service improvement, the current property management industry has completed the role change from "manager" to "waiter". Fan Bin proudly said that in addition to basic services, taking the epidemic as an opportunity has further opened up the imagination of community value-added services.

"A few decades ago, the property management industry only provided basic cleaning and security services for residential and commercial office buildings; Up to now, the business scope has covered basic services such as cleaning, security, greening and maintenance of facilities and equipment, and has developed extended services such as housekeeping, distribution, parking lot management, municipal sanitation, customer service, conference reception and case etiquette. " Talking about the owner's value-added services at this stage, Fan Bin said that it specifically includes community asset management, home life service and business service operation. It involves second-hand housing transactions, leasing, custody, home improvement, new retail, housekeeping services, tourism and leisure, education and training, healthy old-age care, car services and many other aspects.

It is worth mentioning that the change that makes "property veteran" Fan Bin happy is that after years of intensive cultivation and innovative development, the property industry has once again ushered in a historical opportunity. With the blessing of technology, intelligent management and intelligent communities have sprung up like mushrooms after rain, and the innovation and transformation of business models and management methods have also made great progress. The property industry is moving towards full-scene intelligent service, becoming the vane of the future development of smart communities.

Undoubtedly, at present, the property management industry has grown into the outlet of a new era, which is not only supported by national policies, but also increasingly favored by capital.

In terms of policy, the state pays more and more attention to guiding the property management industry to develop to a higher quality. At the beginning of 20021,the notice on strengthening and improving residential property management jointly issued by ten departments clearly stated that it is necessary to speed up the development of property services and promote the upgrading of property services to high quality and diversification, which greatly boosted the atmosphere of the property management sector; The 14th Five-Year Plan even mentions the property industry for the first time, proposing "improving the coverage, quality and standardization level of property services", improving the level of urban governance and pointing out the direction for the high-quality development of the industry.

In the market, more and more property service-related enterprises have sprung up all over the country.

According to the data of Tianyancha Professional Edition, up to now, there are more than 2.84 million enterprises in China with the word "property" in their names or business scope, and more than 70% of them have been established within five years. It is worth mentioning that in the past five years, the total number of registered enterprises related to property services in China has shown an overall growth trend, and the annual growth rate has remained above 2 1%. In 2020, there will be more than 550,000 new enterprises related to property services in China, with a growth rate of more than 23%, which is the highest in history. As of July 20th, based on industrial and commercial registration, more than 590,000 property service-related enterprises were added in the first half of 2002/KLOC-0.

"Through the changes in these years and the rapid development of the property management industry, we have gradually given the owners a lot of confidence. Now, if people want to ask me what I do, I will proudly say' I am a property manager'. " Fan Bin said with a smile, big water, big fish. Under the background of great development in the field of property management, the development of industry and enterprises has pushed the property management industry and owners to the front of the times. Real estate owners are becoming the guardians of the "last mile" of people's good life.