How to deal with property owners' rights protection?
Push straight. The network public relations of com pointed out that in recent years, the contradictions and disputes between the real estate and the owners frequently appeared in newspapers, such as "illegal gift area", "destroyed school district", "lowered standard of fine decoration" and "Wulong Tianhui parking space". There are many real estate projects, and there are countless incidents of owners defending their rights, which have caused quite an uproar and caused great damage to the image of real estate developers. How do real estate developers deal with the crisis in the face of owners' rights protection?
Public relations handling skills of real estate crisis
1, set up a crisis public relations team.
The responsibility of the crisis public relations team is to observe and monitor the information about the developers and handle the disputes and contradictions of the owners. Team members should be good at observation and communication. Team members should at least include authorized leaders above the vice president, preferably including external senior public relations and legal consultants. For special crisis events that are difficult to solve, the general manager and the chairman need to come forward, which is convenient for quick decision-making, to show attention, to ease contradictions and to calm the situation.
2. Grasp information and collect questions.
Sort out and count the problems that owners care about and reflect, not only the sales offices, but also the relevant information that appears on the Internet, because in the Internet age, owners' rights protection is not only busy in the sales offices, but will spread to the Internet if they don't agree with each other, and inciting netizens in a rage is likely to cause unpredictable adverse effects. The crisis public relations team should have the awareness of monitoring online public opinion and collect the concerns and problems reflected by owners, netizens and the media through different channels at any time. Organize and analyze the information, put forward reasonable suggestions or solutions according to different situations, and report to the company leaders in time. In fact, every crisis has an early warning, and it is more important to predict the crisis from the early warning and put forward countermeasures to prevent it than to save it.
3. Make a crisis public relations treatment plan and make careful preparations.
The main reasons that easily lead to disputes over housing delivery and occupancy are relatively limited. Therefore, the full preparation and correct handling of real estate developers will make corporate crisis public relations more handy, and will not panic in the face of unexpected situations and evolve into unmanageable endgames or disasters. The influential and harsh owners should be treated differently, and compensation can be considered appropriately.
4. To deal with the network crisis, public relations should respond quickly.
In the internet age, rumors spread very fast, so real estate developers should crack down on online rumors quickly, and they should not give their opponents an opportunity, so it is best to solve them on the spot. The faster the crisis public relations process, the smaller the impact. Often in the first 24 hours of the crisis, the trend of the crisis has been completed. Therefore, only by taking stricter, faster and more powerful measures than usual can we win trust and show sincerity in front of the owners.
5. Do a good job in media communication
Including the network and bulletin board communication scheme, in view of the network rumors and problems reflected by the owners, timely make a statement in the media to clarify. In addition, through the positive publicity of the advantages of real estate through the media, other customers' favorable comments or objective and positive views on the project can be conveyed to offset and weaken the influence of negative news.
6. Staggered closing time
There are only a few types of disputes over house delivery and occupancy, but there are too many people who collectively deliver houses for occupancy, so the time for house delivery and occupancy should not be too concentrated, and it is best to avoid long holidays such as "May Day", National Day and Spring Festival, so as not to cause great negative impact.
7. Deal with crisis public relations sincerely.
To treat people with sincerity, developers should be brave enough to face the facts, explain to the owners in a timely and sincere manner, or express their apologies and sincerity, and inform the owners of ways to solve contradictions and disputes through meticulous and thoughtful service. Because in the crisis, the owners and the media not only pay attention to the event itself, but also pay special attention to the attitude of real estate developers. Any carelessness will arouse suspicion. Judging from previous cases, 90% of the deterioration of public relations in the real estate crisis comes from the improper attitude of the parties. The fundamental purpose of owners' rights protection is to solve problems, so the other party just wants to see a responsible, sincere and effective developer.
8. Maintaining a good relationship with the government can often get twice the result with half the effort and bring life back to life.
9. Ensure smooth communication channels with the owner.
Effective communication is a major principle of crisis public relations, because doing a good job of offline public opinion sources is the key to mastering the initiative of public opinion, because once the communication of owners is blocked, they will seek media help or seek help from the Internet, and the impact will be uncontrollable, and real estate developers will face a huge crisis public relations test.
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