First, strengthen publicity for employees and owners. Many people still have misunderstandings about property management: some people think that the relationship between property companies and owners is the relationship between managers and managed people; Others think that the relationship between owners and property management companies is the relationship between "master" and "servant". These misunderstandings make it difficult to carry out property management. In fact, property management companies are entrusted to manage properties, mainly to provide services for owners and users. Once the property management service contract is signed, both parties have an equal contractual relationship, and should enjoy rights and perform obligations in accordance with the contract and relevant laws, without distinction between primary and secondary. Therefore, when dealing with the relationship between the property company and the owner, we should pay attention to the fact that both parties are equal civil subjects, distinguish the responsibilities and rights of both parties with relevant laws and regulations and various contractual relationships as the basic criteria, adopt a realistic attitude, and fully adopt a humanized and flexible way to deal with specific problems.
Case 1: Ms. Liu's home was stolen in a residential area, with a loss of 30,000 yuan. Although she reported the case to the public security organ, she never solved the case, so Mr. Zhou took the residential property company to court and demanded compensation for the losses. The reason is that the property management company charged property management fees and failed to fulfill its security obligations. Lawyers believe that: (1) the fees charged by property management companies should be used for the maintenance, conservation and management of houses, supporting facilities and related venues, as well as for maintaining environmental sanitation and order in relevant areas; (2) The Property Management Regulations stipulate that the security guards of property management companies shall not participate in the investigation and handling of public security cases and criminal cases. Its main obligation is to assist the public security organs to provide patrol, safety inspection and safety prevention consulting services. Therefore, as long as the property company provides the duty situation of the community security at the time of the incident and proves that it has fulfilled its obligation to maintain public order in the property management area, legally speaking, the property company can be exempted from responsibility. This case reminds property companies and managers that management, especially basic work, must be strengthened, and duty records and basic ledgers must be detailed and complete.
Second, find the right positioning and define the service function. In China's property management regulations, it is clear that property managers belong to social service personnel. Although sometimes property managers need to perform management duties, service is the fundamental attribute of property management. Therefore, it is necessary to handle the relationship between the property company and the owner.
First of all, we should treat each other with sincerity and close the distance with the owners with good service attitude. When the owner makes a legitimate request but exceeds the scope of property services, it shows that the services we provide are still flawed and should be corrected immediately. If it is difficult to meet the demand due to conditions or manpower constraints, the owner should be honest about the reasons that cannot be solved. It is necessary to gain the understanding and trust of the owner through communication, influence the owner in a subtle way, and let the owner fully feel your goodwill and sincerity.
Secondly, we should have a positive attitude and never give up. In practical work, property managers are bound to encounter troubles, and even individual owners' unreasonable demands, feeling wronged and embarrassed and backing out, often do not help. It is better to face it with a positive attitude and finally find a solution to the problem.
Third, we must fully understand and be highly responsible. Due to the differences in culture and knowledge, the owners may not understand the property management regulations or services, put forward some improper requirements, and even argue irrationally and use harsh words. As a property manager, no matter whether the problems reflected by the owners are right or wrong, big or small, they should be handled with a highly responsible attitude. Case 2: Last September 10, a residential district implemented market-oriented management. Due to proper publicity, the property management company successfully entered the community service. However, some owners are used to the welfare policy in the past, do not understand the principle of "whoever benefits pays" in property management, and refuse to pay the property management service fee for various reasons. For such owners, the property manager insists on tolerance with a broad mind. Through thoughtful and meticulous service and continuous communication improvement, he strives to provide a platform for owners to correctly understand and communicate, and finally solve this problem and create a positive and harmonious atmosphere.
Third, effective communication, resolve contradictions and disputes in actual work, largely because of the lack of effective communication. Poor service awareness and communication skills of property practitioners will lead to low recognition of property services by owners. Mastering certain communication skills will undoubtedly make the communication with the owners smoother and eliminate many possible problems and contradictions before they happen. Successful and effective communication lies in fully grasping the characteristics of the communication object, which varies from person to person and adopts different communication skills to achieve ideal results.
The following are four basic communication skills for property services:
(A) directly with the industry "right or wrong" dispute. The owner only reflects the problem to the property company because of dissatisfaction and seeks a solution. At this time, the owner's emotions often get out of control, but as a property manager, they should not be influenced by emotions. They should consider the problem from the standpoint of the owner and try their best to help the owner solve the problem. Even if the owner has some misconduct, we should leave the "correctness" to the owner, and don't argue with the owner to lead to opposition.
(2) Format clause. Property management personnel should avoid saying evasive words such as "I don't know, I don't know, I need to ask the leader" when accepting strong complaints from owners; Facing the consultation and help of the owner, avoid ignoring the owner on the grounds of "no time" and "this is the company's regulation"; When the owner asks for on-site service, avoid refusing it by means of "this matter should not be our responsibility" or "you can solve it yourself". Often, an inappropriate remark or a casual move by the property manager will intensify contradictions for a trivial matter, which not only destroys harmony, but also is not conducive to work. Therefore, property management personnel should implement the "first inquiry responsibility system", standardize the language, constantly improve their own quality and establish good communication with the owners.
(3) Active listening and timely feedback. Whether in life or at work, being good at "listening" is a quality that a person should have. "Listening" is an important means to understand the needs of owners and solve their problems. A property manager who doesn't "listen" to the opinions of the owners can't solve the problems for the owners. In order to understand the real needs of the owners, what we should do most is to listen carefully to what the owners say and want, so as to build an effective communication bridge with the owners. If you want the owner to understand and cooperate with your work, as a property manager, you should develop a good work habit-"feedback". That is to say, the handling of the problems reflected by the owner should be reported to the owner in time. Property management personnel, especially community administrators, should record all the things reflected by the owners on that day (date should be indicated as the basic data file), then put them on their desks, distinguish responsibilities, solve them one by one, and inform the owners of the results in time, and explain the reasons to the owners for problems that cannot be solved immediately.
(4) enrich business knowledge and improve business skills. Property management personnel should have rich knowledge and practical experience in property management industry, which can not only explain all kinds of problems raised by owners in time, communicate effectively with owners, but also help owners solve practical problems. Especially in the process of promoting the marketization of property management, property managers must do a good job of publicity and explanation, which requires property managers to have strong professional ability and their own quality. Case 3: An old couple in a residential area lived in other places for three months, and refused to pay the property management fee for these three months after returning, on the grounds that they did not enjoy the property services of the residential area for these three months. Residential property managers patiently reason with them: first, the responsibility for vacant houses lies with the owners themselves, not the property company; Second, some owners' houses are vacant, but the public facilities in the whole community still need to operate normally, and the cleaning and greening work will not be reduced; Third, although the house is vacant, the owners still enjoy the property management services and the fruits of maintaining and increasing the value of the property construction. After the old couple understood, they paid the property management fee with conviction and apologized to the property manager. In this case, if a property manager is not clear about the standards and relevant provisions of property management fees, it is impossible to explain the composition of property management fees.
Fourth, learn the usage of law and actively publicize legal common sense. The problems encountered in property management are very complicated and involve a wide range of legal issues. In the whole process of property management, laws and regulations are always inseparable. How to sign a property service contract, how to formulate rules and regulations, how to deal with internal and external relations, how to formulate service items in property management, how to collect various fees, and how to solve problems encountered in safety should be answered correctly based on the laws and regulations of China. As the staff of property management enterprises, they should learn relevant laws and regulations, such as property management regulations, urban real estate management law, labor law, civil law, contract law, tax law, property law and so on. When encountering problems, we must have a legal concept and take laws and regulations as the basis. Only in this way can the signed contract be effective, the formulated rules and regulations be implemented and the problems be properly handled. Now some owners are not clear enough about their rights and interests, thinking that as long as they pay the property management fee, the property company will be responsible for everything. Under the control of this false consciousness, the lights at home don't work and the faucet leaks. Individual owners require the property company to repair immediately. A slight negligence will attract criticism. The reason is that the owners don't understand property management.
According to the property management regulations, property management enterprises manage the facilities and equipment in the public and common parts of the service area and maintain public order, instead of providing all-inclusive and all-round services to the owners. Case 4: In a closed management community, a male owner and his girlfriend went home. At the gate of the community, the male host ran into the community gate because of a dispute between them, and "ordered" the security guard to stop his girlfriend. Because the security guard didn't stop him, his girlfriend chased him in. The next day, the male host complained about the inaction of the security guard. On the surface, this case is an irrational "rights protection" behavior of individual owners. However, through the further analysis of the incident, we can see that the management of the property management company is insufficient, mainly because the publicity is not in place. Every owner of the community should be clear about the rights and obligations of both himself and the property management company, and understand the types and scope of services provided by the property management company.
Verb (abbreviation of verb) actively visits the owner and communicates sincerely. In practical work, as property managers, they often go to the owner's home to deal with problems. When visiting, we should not only pay attention to reality, but also pay attention to art, so as to realize benign interaction and achieve the best effect. Pay attention to the following aspects when visiting:
1. Make full preparations in advance. It is necessary to establish detailed owner files as much as possible, and learn to collect and use owner information during changes. In view of the problems that need to be solved, collect the corresponding information and give a detailed explanation when the owner asks questions. In order to improve the service level, we should think about related issues in advance, such as: how to deal with special services outside the specification; How to avoid risks; How to pay attention to and meet the individual needs of owners; How to treat the owners who find fault; How to do a good job of extending services instead of delineating services, and so on.
It's best to say hello by first name when meeting. When you step into the host's house, your first sentence may be: "Hello, nice to meet you." But it's best to say, "Hello, Mr. Wang, nice to meet you." According to the survey, the latter is much more enthusiastic than the former, which brings you closer to your host.
3. Take the initiative to strike up a conversation and cherish time. Although the other party already knows something about you and the purpose of your visit, it is necessary for you to take the initiative to speak and emphasize and explain some problems again. 4. Keep corresponding enthusiasm at all times. During the conversation, if you don't devote enough enthusiasm to a problem, then the host will lose interest in talking about it immediately. When the host is angry because of some problems and it is difficult to contain them, he should end his visit ahead of schedule.
5. Avoid bad movements and gestures. For example, fiddling with small things in your hand, cutting your hair by hand from time to time, stirring your tongue, washing your teeth, pulling out your ears, staring at your opponent's nails, ceiling or calligraphy and painting behind you, all these actions are demeanor and will also affect the visit effect.
6. Honest, frank and temperate. If you cheat on a small matter, it is likely that your whole effort will be in vain. Once the other party doubts your honesty, all your extraordinary achievements will be eclipsed.
7. Be good at "confusing" and learn to express clearly. If you can't sum up your speech, and your narrative has no focus, it will often cause others' disgust or even avoidance. Generally speaking, if you haven't been worried that others will dislike you, you may have aroused others' dislike.
8. At the end of the visit, the farewell words should be concise, and you should refrain from bringing up new topics when you go out.
9. The last key is to smile. The Greek philosopher Socrates said: "In this world, besides sunshine, air, water and smiles, what else do we need!" It can be seen that the smile is important to people, and the smile of the property manager can better reflect personal cultivation and the overall image of the company. Property managers smile at the owners, showing goodwill, respect and friendliness to the owners, which can reduce the strangeness and psychological gap of the owners, and then produce a warm and harmonious feeling with the property managers.
Welcome everyone to pay attention to this number and discuss it with you. I hope everyone can give me advice!