It is not easy for a property to truly achieve perfect service. Only by establishing a good sense of service, taking the idea of providing quality services for owners as the concept, and constantly innovating and optimizing various management services, can we finally achieve quality services. So what is quality property management service? Let's have a look!
First, the "five principles" that should be followed in quality service
1, the principle of subjectivity. From the perspective of methodology, paying attention to the characteristics of property management service subjects is the key to achieve quality service. The main objects of property management services include solidified objects and individual people (owners or users), that is, we often say that property management serves people by managing objects, or serves people (owners and customers) by managing objects. Most property companies don't study the service subject deeply enough, or even put the cart before the horse. They think that the management service mode and content reproduction in the management area are imposed on the owners, but most owners just passively accept it. The result is often half the effort, and the service effect will be greatly reduced, let alone the quality. In fact, the service required by the owner is suitable, and the most suitable service may be of high quality. Therefore, it is necessary to study the design, structure and function of the property itself, understand the actual needs of the owners, and on the basis of fully understanding the characteristics and personality differences of the service subjects, meeting the needs of the management service subjects is the core to achieve quality service.
2. Leading principle. As the object of property management service activities, property management service enterprises should give full play to their leading initiative in management services, take the initiative to understand property characteristics and owners' needs, do a good job in various basic property management services, and provide some personalized services for owners as much as possible to facilitate their work and life, so that owners can really live and work in peace and contentment. At the same time, I will integrate my own ideas into management services, actively communicate with owners, and collect their opinions and suggestions on management services, so as to provide a basis for continuous improvement. In addition, the property management company should actively show it to the owners from the strict requirements of employees' personal image and etiquette, so that the owners have a sense of intimacy and security, which is also an important aspect of quality service.
3. Practical principles. Practice is the foundation and source of quality service. Only through concrete and systematic work practice can we constantly sum up mature work experience to improve service and realize quality service. Property management services are all kinds of management services implemented by property enterprises according to the contents of the entrustment contract, which can timely and efficiently maintain the house itself and ancillary facilities to meet the individual needs of the owners. No matter how advanced the management service theory is, it needs to be verified by practice.
4. The principle of innovation. Innovation is the main line of quality service. Through innovative services, we can provide owners with a safe, convenient, happy and harmonious working or living environment, so as to maintain and increase the value of the property. The innovation of property management service includes the innovation of service concept, management mode, service means and management technology. Innovation does not mean a makeover. Boldness, novelty, novelty and change in management services, increasing service highlights with innovative ideas, contents and methods, improving the quality and efficiency of management services, and continuous innovation are the guarantee for achieving high-quality services.
5. The principle of modernity. With the rapid development of high technology, many high-tech facilities and equipment have been introduced into property construction, and the intelligentization of property construction has become the general trend. Facing the challenge of new technology, quality service must pay attention to the progress of modern science and technology, adapt to the technical requirements of modern property management, strive to improve the level of professional management technology, and apply the latest technology to management services. In the face of modern property, a management service that still stays in traditional management technology and management means can hardly be called high quality.
Second, the "five major optimizations" that should be implemented for quality service.
1. Optimize various resources. If the resources in a property management area are diversified, property service enterprises should optimize all kinds of resources. To optimize resources, it is necessary to integrate external resources among the government, society and owners to make management services more convenient and efficient. For example, in the Science Park, the government service platform is introduced to set up a one-stop service hall, and financial and business service centers are introduced to realize the sharing or complementarity of resources among park owners, improve the public service system, and provide convenient services for owners' development. Optimizing resources should also integrate various resources within the enterprise. Through professional division of labor and cooperation, enterprises optimize internal resources, make use of internal advantages, optimize various service processes, and provide quality services for owners.
2. Optimize the relationship with the owner. I think marketing guru said that what we should do is to win the trust and enthusiasm of our customers. If we do this, the rest of the problems will be solved. Property enterprises and owners have a contractual relationship of service and service, and their rights and obligations are clear. Both sides are equal, and good cooperation is a win-win situation. It is necessary to establish a harmonious relationship with the owners, advocate making friends with the owners, guide the owners' consumption concept of property management, and obtain their understanding, support and cooperation in the work of property enterprises. Optimization mainly screens which customers are key customers, which customers are ordinary customers and which customers are potential customers, and makes a good classification to realize' service'. In addition, it is also one of the ways to optimize the relationship with the owner by visiting regularly to better understand the changes in customer needs and make corresponding adjustments, so that the owner can deepen his understanding of the service and personally feel the quality service.
3. Optimize the service concept. The product of property management service is service, and it is very important to clarify the concept of serving the owners. To provide high-quality service, we must change our thinking, establish the service consciousness of the owner first, think for the owner everywhere in the management service work, carry out services closely around the owner's needs, solve practical problems for the owner, facilitate the work and life of the owner, create a comfortable environment for the owner, and make the owner live and work in peace and contentment.
4. Optimize the service content. There are many aspects of property services. The content of quality service is characteristic management service. A property enterprise can't be strong in all aspects of property management services. Therefore, enterprises should combine the characteristics of the project, launch their own most distinctive management services, create quality services, and let the owners feel value for money, even exceeding expectations.
5. Optimize service means. Different types of property management services have different means, so it is the most practical means to solve problems for owners in time and effectively, and it is possible to achieve quality services. Many means of quality service are embodied in the details of service. For example, if the owner has any demand for property services, he can hear a sincere and sweet voice by dialing a phone, which is full of the painstaking efforts of property management service personnel and infects the owner. This sincere and sweet voice is also one of the important service means of quality service of property management.
;