The role of domestic agents is to coordinate and balance the relationship between users and aunts. That is, employers put forward their own requirements for aunts, and then domestic agents screen out eligible aunts for matching, and then arrange users to interview aunts. After the user is satisfied, the contract can be confirmed. In the service process after signing the contract, problems such as friction between users and aunts and personnel changes must be solved and mediated by domestic agents.
Each business needs to talk for seven and a half hours.
Now domestic brokers have also formed a set of standardized processes. Every time they receive a client, from the first telephone consultation to the end of the first interview, they need to go through more than ten links, such as demand investigation, position analysis, resume screening, candidate recommendation, interview counseling, appointment interview, interview rehearsal, interview communication, salary negotiation and contract signing. Zhou Yuanhong once counted the workload of completing an order-a domestic agent needs to speak for seven and a half hours.
I am a domestic economic agent who has worked hard for three years. My name is Liu Hongmei. Everyone thinks I'm a 40-year-old elder sister, but in fact I'm born after 90. In the past three years, I have been very diligent, trying to do a good job of serving customers and aunts. However, today I'm going to spit out my bitterness.
1, received an emergency call at 6 am.
At 6 o'clock in the morning, Ding, before getting up in the morning, I received a phone call from my aunt last month. She said that her father had a sudden cerebral hemorrhage last night and needed to go back immediately. I hope I can communicate with my client and send an experienced Yue Yue to replace her.
While understanding and trusting Aunt Yue Yue, I also asked her to explain the situation to the customers. At the same time, I am looking for a new moon that can replace her as soon as possible.
I immediately sent a WeChat message to Yue Yue, who was recently contacted, and the two of them promised to come over after noon. So, I hurried to the company to arrange an interview with my aunt. On the way to the company, I received another WeChat that I didn't expect.
2. There is another aunt who doesn't want to work and wants to leave.
This wechat was sent by a customer. She said that her aunt wanted to leave yesterday. Because my aunt doesn't take her children to sleep or do housework, the customer has no plans to give her a raise for the time being.
The client said that my aunt's heart is no longer in her house, and she hoped that I would arrange another interview for her this afternoon. I explained that I hoped that the other party would give me time to match the right aunt, and the customer understood.
When I arrived at the company, I quickly went to "Good Pregnant Rabbit" to log in, refreshed the background and started looking for menstruation in the background. The two aunts who promised to come during the period, one WeChat said that something could not come, and the other said that considering the noisy children of the parties, they decided to give up. My persuasion and explanation failed, so I had to keep looking for my aunt. I made more than 20 calls, some of which were registered, some of which were paid too low, and some of which were not answered ... When the customer was urging important people and I couldn't find anyone, I was very anxious. No one in the customer's family can take the baby to work; Auntie feels that giving is not proportional to gaining; Our domestic agents are caught in the middle; Empathy, in fact, is not easy for everyone, please understand each other.
3. The customer's aunt can't be contacted.
1 1 o'clock, a customer who lives downstairs in the company sent a WeChat, saying that the aunt who was invited to take care of the baby at home was not at home, I didn't know where to go, and no one picked up the child. Please contact me. My heart suddenly "hitched" and I felt that this aunt would definitely not leave for no reason. But I called many times and no one answered. So, I quickly found another aunt, hoping that she could help the client's family pick up the children for kindergarten.
I just went to the customer's downstairs with my replacement aunt, but I was turned away.
The customer called and said that when the aunt went out to pick up the children, she was accidentally knocked down by another person riding an electric car and hurt herself. I have been sent to the hospital for emergency treatment, and my little heart is pounding and rushing to the hospital in a panic. But I ran all over the emergency room, and I didn't see any familiar figures. I asked all the nurses and cleaners at the front desk, but there was no aunt's name.
The nurse reminded me to go to the orthopedics department on the fourth floor and searched all over the fourth floor, waiting for Bao Dad to find it together. Later, the family called and said that Aunt Li had just scratched her foot and prescribed medicine to go home.
I can't help it I went to the client's house to apologize. The tolerance of the parties and the tears in my aunt's eyes made me feel very guilty. Well, I'm relieved.
4. Sign and deliver contracts under the scorching sun
After one o'clock in the afternoon, I ate two lunches casually, and then I went out to the client's house to sign the contract and send out the receipt. Because I think it's too hot to go out during pregnancy, but I must fulfill my promise to my customers. At noon, the sun scorched the whole person. Because the century city community in Kunming is too big and the route of Bagua City is unfamiliar, I got off the subway and transferred to the bus. I saw building 19 when I got off the bus. As a result, I had to transfer from building 1 to building 19 and walked for nearly 40 minutes. Going downstairs from the customer's house, I feel that the weather is not so hot. Because the customer said, "It's a hot day, please send it over. It's hard work." At that time, it was full of sense of accomplishment.
5. We often receive tearful WeChat from 22: 30 to 2: 00 in the evening.
Our domestic agents do service work, and they are dealing with all kinds of problems except sleeping time. Sometimes I see customers keep sending "Auntie doesn't understand customers" WeChat, and I don't feel bad about my sick baby. I have been apologizing, and I really want to cry when I return to the customer WeChat. Looking back on this month, I changed seven aunts in a row! Only one aunt has been complaining that the child's personality is too bad, and the customer can't bear to ask for a replacement. The other six are under my aunt's account for various reasons. Some people think that the salary is low, some people say that their families are sick, and some people say that they are too tired ... In fact, aunts will also vomit: "I don't have enough to eat at my customers' homes; There are many people and many things, different requirements, and I don't know how to do it, and the workload is heavy; Customer Baidu controls, distrusts Yueyue, does not cooperate with work, and so on. "Our domestic agents should reply patiently one by one. Usually, if something goes wrong, even if you burst into tears for one second, you should immediately adjust your mentality and deal with the problem at the next moment. Chatting with customers and having a heart-to-heart talk with her aunt as soon as possible has become her daily routine, because only in this way can she quickly grasp the needs and hobbies of customers, aunt's specialties and psychological changes, and coordinate and communicate for her self-confidence in housekeeping. We will often pay a return visit to our customers and aunts, giving more spiritual comfort to those aunts who are alone in a foreign land, supporting and encouraging them to work hard.
Message for aunt:
Please consider carefully according to your own situation when you see a high-paying sister sharing or a high salary outside. Please stand firm and work hard step by step, and don't let the pregnant rabbits of the company switch to the next household frequently.
In fact, we want to prove that we are simple-give ourselves a reason to win the "contract award" and make customers and companies proud of you. There are many things to stick to on the road of life, but it's not just money. God will care for everyone who really gives, and the reward must be after giving. Please always be sincere and kind.
I have been in contact with the domestic industry for almost 4 years. This is just an ordinary day for me, and tomorrow is another day.
The voice of the broker:
"I am happy when customers are happy!
Aunt goes home normally,
We can have a good sleep. "
In fact, whether it's a broker, a client or an aunt.
Our simplest wish is
Domestic service is very important,
Do your duty.
Clothes are worn by new people and used by old people.
Happiness and harmony drift with the tide.
Work hard and live a good life.
In order to achieve this small goal, come on ~