Improvement scheme of property quality improvement

With the improvement of economic living standards, people demand not only housing safety, but also quality of life, among which the service quality of property is increasingly demanding. This article is my carefully edited property quality improvement plan, hoping to help you!

With the improvement of economic living standards, people demand not only housing safety, but also quality of life, among which the service quality of property is increasingly demanding. Developers have gradually increased their attention to property management. In order to achieve sustainable and healthy development, property management enterprises must strive to achieve the harmony and unity of internal natural beauty and external norms.

First, grasp the key factors of people in service and form natural beauty.

There is no doubt that the main body of property management services represents the specific employees of property management companies. Wearing company uniforms and fulfilling service obligations, words and deeds affect the owners' cognition and even determine the quality of property services. Therefore, it is imperative to improve the quality of service personnel.

1, strengthen staff training, and constantly provide the comprehensive quality of property employees.

Property management is different from other industries, and sometimes the moral quality of employees is higher than the professional quality. Therefore, while training employees' professional skills, we should pay more attention to the cultivation of personal qualities. Conduct "professional ethics, etiquette and courtesy" training for every employee to cultivate the ability of employees to communicate and cooperate with others. Good affinity is a great advantage of doing a good job in property management. Let every administrator pay attention to establishing a good relationship with the owners and actively and enthusiastically serve each owner in their daily work. For some owners who don't understand, complain or even complain about property management, they should take the initiative to come to the door and communicate with them. Don't be afraid of being pointed out by the boss, learn to thank the boss for his advice, give him the opportunity to correct and improve, and let him gradually understand and trust the company.

2. Do a good job in receiving and handling the complaints of the owners, and regard the complaints of the owners as valuable resources.

The owner's complaint is a better gift for the company. Why not face it frankly? For property management companies, only by carefully analyzing the opinions of owners, accepting criticism with an open mind, actively solving problems and effectively improving the service level can they form stronger competitiveness and higher reputation. Face all kinds of complaints from the owners with a positive attitude, constantly reflect on yourself, regard the complaints from the owners as the most precious resources, find out the shortcomings in management and service in time, improve the service as much as possible, and promote the continuous innovation and improvement of management service quality. In short, the owner's dissatisfaction is the direction for the property management company to improve its work.

Second, improve the institutional factors in property services and form normative beauty.

Needless to say, there are still various problems that a few illegal enterprises encroach on the interests of owners in the property management industry, but it is undeniable that the property management industry is constantly standardizing. The service standardization, refined management and image branding of property management enterprises have attracted more and more attention in the industry. Specification is a service requirement, accuracy is a management requirement, and brand is a development requirement. For property management enterprises, especially emerging property management enterprises, in order to achieve rapid development, the first task is to achieve standardized services and lay a solid foundation, that is, to give the outside world the external beauty of standardized operation and standardized management through system construction:

1, abide by laws and regulations, be honest and trustworthy, and standardize operations.

Property management is a low-profit industry. Coupled with the escalating market competition, some property management companies rush to fat, regardless of the cost of contracting projects. The direct consequence is to pass on the cost by encroaching on the legitimate rights and interests of owners or customers, and eventually there will be disputes between owners and property management companies. In view of this, the state and local governments have issued many policy documents, such as "Regulations on Property Management" and "Measures for the Administration of Property Service Charges", to regulate the operation and operation of the property management industry. This is a problem that far-sighted property management enterprises must pay attention to in the long-term development. It is the core hierarchical system of property management enterprises and the "constitution" that property management enterprises will faithfully implement. Property management enterprises must conduct careful combing and systematic learning, not only learn to use the law to safeguard their legitimate rights and interests, but also consciously abide by the law and standardize their operations, especially to handle the relationship between immediate interests and long-term interests.

2. Improve enterprise rules and regulations, and accurately set up service processes.

Anyone who has watched the TV series "Big House Gate" has a feeling that "big housekeeper" plays a very important role in a family. The projects undertaken by property management enterprises mainly include comprehensive services such as security, cleaning, maintenance, greening, equipment management and housekeeping. Their business scope is wide, labor-intensive and their service content is rich. In essence, they act as "stewards" of hundreds of families, with great responsibilities. In order to manage their huge booths and serve many owners or customers, it is necessary to form complete enterprise rules and regulations and manage employees well.

3. In terms of service, we should also combine the actual situation to achieve precise, accurate and full coverage.

Fine means that the service process should be comprehensive, meticulous and perfect, so as to be the most meticulous and operational; Accuracy means that the service process design should be to the point, with clear division of labor and strong practicability and pertinence; Full coverage means that the property records should be fully covered, the division of responsibilities should cover the service items, the staffing should be covered in place, and the departments and posts should be "seamlessly connected". There should be no property omissions, let alone management omissions and unattended matters.

Only when employees, as the main service providers, combine their heartfelt voluntary services with the' normative constraints' of the enterprise system can property management enterprises truly achieve standardized operation and service in place, realize good cooperation between property management enterprises and owners or customers based on integrity and quality, form a good reputation and a good reputation in development, and fundamentally promote the brand building of property management enterprises.

As a labor-intensive industry, it is very important to improve people's management and system. Only by improving people's quality can we improve service quality and perfect the system can we form standardized management. Perfection, Excellence and nuance will be the long-term pursuit and goal of property management enterprises.

Property quality improvement plan part ii 1. Make public facilities maintenance plans, implement preventive management, and rectify problems in time before they occur; Make a night patrol plan, with the participation of night safety supervisor, public facilities maintenance personnel and regional safety supervisor, focusing on checking the integrity of night lighting;

2, based on the customer's intuitive feelings and the impact on the customer's daily life, make the maintenance schedule of public facilities, the responsible person must complete it within the prescribed time limit after receiving the instruction;

3, public facilities maintenance responsibility to people, establish a daily inspection and maintenance mechanism;

4, the implementation of regional responsibility system, regional housekeeper, safety management personnel and maintenance personnel are responsible for the public facilities in their respective areas; Evaluate the maintenance status of public facilities in each district, encourage them better, and form a benign competitive atmosphere between districts;

5. Inform the customer of the maintenance and renovation of all public facilities implemented in the community in time through the bulletin board;

sanitary equipment

Focus on the main roads, entrances and exits of the community and the parts where customers feel more obvious.

1. The outsourcing unit should provide the management scheme suitable for the community according to the differences of each community, including personnel recruitment, training, operation procedures and assessment methods.

2. Standardize the on-site operation process and etiquette of outsourcing units, and formulate unified training courseware;

3. Property management companies regularly select outstanding employees of outsourcing units and give certain rewards to enhance the work enthusiasm of outsourcing unit personnel; Let it integrate into the team and better serve the community;

4. Hold a working meeting with the management personnel above the monitor of the outsourcing unit every month, determine the rectification measures according to the problems existing in the environmental work this month and customer complaints, and * * * formulate the work priorities for next month;

5. Formulate environmental sanitation management measures in the contact area and time period of customers, so that customers can feel a clean and tidy living environment;

6. Regularly adjust the operation sequence and process. For example, corridor cleaners regularly adjust the order of cleaning corridors so that owners who go out regularly every morning can meet on-site cleaners; Clean and inspect the corridor before work every day to ensure that the corridor is clean when the owner comes home at night;

7, all employees area management, division of responsibility areas, to avoid the existence of dead ends;

8. Emphasize that all staff members are clean, and require safe fixed posts to be responsible for the 100-meter environmental sanitation in Fiona Fang, and no white garbage can appear;

Greening maintenance

Focus on improving customer perception

1, which can keep customer concentrated areas and key areas (such as main entrances and exits, lobbies, squares and other areas) sometimes beautified with seasonal flowers;

2. According to different specific areas, plants with different leaf colors can be selected for planting, and flowering plants with lower prices can also be selected for planting;

3. Open your mind, go out to study and make some iconic plant shapes in the community;

4. Trim and trim the lawns on the left and right sides of the road; Make the greening maintenance plan according to the season and put it in place;

5. Strengthen professional skills training, master the growth attributes and maintenance requirements of plants in the community, and do a good job in pest control;

6. Make a tree pruning plan every year to avoid the trees being too lush and affecting the daily life of the owners;

7. Provide customers with free consultation on greening and maintenance knowledge, and provide fertilization and maintenance guidance for withered flowers and plants in customers' homes in need.

traffic order

Focus on strengthening the management of parked vehicles.

1. Assign a special person to guide customers to get in and out and park their vehicles during peak hours, so as to reduce the waiting time of customers and handle conflicts in time; The interaction between posts ensures that there are posts to follow up when vehicles enter, guide and park, shortens the time for customers to find parking spaces and regulates vehicle parking;

2, according to Rizhao new residential or large-scale implementation of separate management of people and land, can add the original fire escape;

3. For car owners who often violate the rules, all positions should be familiar with their information. From the moment they enter the community, they will be reminded in the parking lot, and they will also take regular telephone reminders and door-to-door communication until the owners change their illegal habits;

4. For areas with insufficient parking spaces, we should actively communicate and discuss with business households, seek resources to expand parking spaces, and improve the situation of insufficient parking spaces (such as roads or squares);

5. Enhance the transparency of parking space information in the community, such as regularly publicizing the parking space information in the project, strengthening communication with the owners, and reminding the owners to fully consider the parking space before buying a car;

6, regularly hold special publicity, such as civilized driving publicity month, community traffic order publicity month, etc. , widely publicized through various activities;

7. Collect emergency telephone numbers of automobile maintenance service units around the community, purchase simple tools for replacing automobile tires, and assist in replacing automobile tires as needed.

Family maintenance

Focus on the timeliness of maintenance, the rationality of charging and the repair rate.

1, formulate and implement the system of customer complaints and on-site maintenance return visits, improve in time when problems are found, and summarize the return visits in time and send them to relevant responsible persons;

2. Standardize the service process of domestic maintenance, pay attention to service etiquette, and prepare materials from receiving orders, communicate with customers at home, communicate with customers after completion, and how to deal with customers when they are away;

3. Ask the customer service staff to pay a return visit within one working day after the room maintenance is completed. If the maintenance effect is not satisfactory and the customer has any objection, the information will be transmitted to the engineering office for follow-up treatment in time;

4, on-site maintenance return visit monthly report, will be found in the month of summary analysis, in order to improve the on-site maintenance service;

5. Organize the experience sharing meeting of domestic maintenance personnel every quarter to share innovative methods of domestic service and tips of domestic maintenance;

6. Establish a practical on-site maintenance base to improve the professional skills of technicians;

7, study the domestic maintenance quantitative assessment system, encourage technical personnel to work actively;

8. Domestic maintenance personnel implement flexible working system according to the domestic maintenance needs of community customers and domestic workload;

9. Hold regular communication meetings with monitoring center, regional housekeeper/customer service related personnel to find and solve process problems;

10, after the maintenance task is completed, actively consult the owner whether there are other requirements;

1 1. Make the telephone number of home appliance maintenance service around the community into a small card and send it to customers; Free of charge to provide customers with services such as cleaning air-conditioning filters and teaching customers power-saving tips.

customer service

The new owner made a good first impression.

1. The sales website strengthens customers' feelings about the property, such as Agile property story and Agile property DV publicity.

2. The property service personnel at the sales site are equipped with highly professional personnel to reassure customers and provide thoughtful service, and at the same time, the investment in training resources for case service personnel has been strengthened.

3.DV plays the scene of land reclamation by property personnel at the owner's check-in site, and evaluates multiple decoration units for customers to choose from, so as to impress customers.

4. Before and after check-in, the customer service staff sent a short message to the customer, thanking and welcoming the owner to become the owner of Agile, and telling his property assistant's mobile phone number to facilitate the later service.

5. Print the decoration reminder, indicate the matters needing attention in decoration, and remind the customer when handling the decoration formalities. Customer decoration supervision service: establish customer decoration list; Regularly inform the owner of the renovation process and the problems existing in the renovation;

6. The regional manager shall formulate an interview plan and a follow-up mechanism for information feedback, provide customer care within one week after the customer arrives, congratulate the customer on his arrival in the region, establish a preliminary relationship with the customer, and inform the customer of the service scope of the property and the communication channels and methods with the property. Regional butlers can install service business cards at the entrance of each lobby in the sections where access is concentrated, so as to deepen their impression;

7. Send the monthly management fee bill to the customer by email, SMS or fax in time;

8. Send text messages to bless customers on holidays, and send text messages to inform customers when holding large-scale community cultural activities;

9, one month before the expiration of the warranty period, unified SMS to remind customers;

10. Rectify the problems left over by the owner after moving in, file and manage the problems left over, and implement the responsibility system of first inquiry until the problems are solved;

1 1. Hold regular meetings with the repair office to learn about the progress of solving the remaining problems, negotiate solutions to major problems, and unify the reply caliber;

12. Learn about customers' interests and hobbies through community cultural activities, establish an information base of key customers, high-quality customers and key customers, and formulate corresponding customer service and interview plans for different customer groups;

13. Inform customers to participate in community cultural activities according to their different hobbies;

14, increase the construction of associations, establish good relations with members of associations through different activities, and form new associations in a planned way every year;

15, establish a community cultural talent pool, tap special talents in the community, and establish good relations with them through community cultural activities;

16. For agile and satisfied customers, it is necessary to formulate customer care and interview plans to cultivate such customers into high-quality customers. If: SMS care: send warm wishes to customers, including owners' families, on important days such as festivals and birthdays. Home care: you can buy small gifts or flowers for happy events such as giving birth, getting married, moving, etc., and come to congratulate you. Special care: for customers who have left behind problems, apply to the real estate company, and the real estate staff will come to the door;

17. Conduct a "manager reception day" every month to solve problems in a targeted manner;

18, focus on conducting civilized publicity and guidance every month, such as civilized dog raising publicity month, civilized driving publicity month, prevention of high-altitude parabolic publicity month, and property service publicity month.

19. Print all kinds of cards for customers, such as business guide cards, tips for saving electricity, tips for life, tips for killing mosquitoes, and publicity cards for civilized dog breeding, and distribute them to customers according to their needs;

20, the establishment of community publications, through newspapers and periodicals to build a communication platform between property and owners;

2 1, customer service professional segmentation: according to the customer's living habits, personality characteristics, hobbies, service needs and other factors, in order to adjust customer service resources in time;

22, check whether the customer communication channels are smooth, whether there is someone who is responsible for the follow-up processing, whether the problem is handled in time. By simulating group litigation and other emergencies, sort out the emergency handling process;

23, in the form of questions and answers, formulate the compilation of departmental answers and complaints, and improve the familiarity of each position with answers through regular examinations;

24. Hold customer service staff forums in different regions every quarter to exchange experiences and discuss and solve difficult problems;

25, regularly carry out customer service staff internal work experience and external exchange learning;

26, complaints daily inventory to determine the responsible person, daily inventory complaints, unfinished complaints to find out the root cause, and is responsible for urging those responsible to complete as soon as possible;

27, monthly departmental meeting, complaints summary analysis, complaints early warning;

28. Hold a weekly departmental meeting to analyze the reasons for the complaints that have not been completed in time and determine the solutions;

29, strict customer registration at the front desk and monitoring center, do everything with registration, processing, follow-up, results, return visit.

Property value-added service

Focus on making business households fully feel our services.

1. On the basis of the original supporting facilities, the corresponding facilities are configured according to different areas, bringing convenience and surprise to business households.

2. Carry out different activities according to the interests of different customers.

3. Establish business birthday information and organize business birthday parties.

4, joint real estate or group company effective resources, organize the corresponding activities.