How to be a good property project manager

1. Be good at handling four relationships:

(1) Relationship between owners and owners committee;

1. Owners

①Promote treating owners as relatives and friends;

②Owners may not always be right, but owners always come first;

③ Giving help in times of need is more important than adding icing on the cake. Lend a helping hand at critical moments: weddings, funerals, injuries, and forgetting your keys.

④ Focus on the elderly and children in the community, pay attention to the Double Ninth Festival and Children's Day, care for the elderly dance team, fund clothing, and handle disputes with the owners, such as what happened in the square early last year Fountain demolition incident.

2. Owners Committee

① Take the initiative and let the relevant departments monitor the preparation and election process throughout the process;

② Respect and ventilate, maintain communication at all times, and take important measures , Be sure to let the owners committee know about important matters. General notices and activities should bear the name of the owners committee as much as possible to maintain the authority of the owners committee.

③Maintain good personal relationships.

(2) Developer relationship;

1. Be fair and impartial, especially when there is a conflict between the developer and the owner.

2. Be clear about big things and confused about small things. Especially for maintenance matters, in order to improve the timeliness rate, the property management company advocates the principle of dealing with the matter first and discussing the cost later without spending a lot of manpower, material resources and financial resources.

3. Emphasize a right? The right to know.

(3) Relations with all walks of life;

The project department has the characteristics of being independent and must try its best to maintain good relations with the public security, fire protection, environmental sanitation, energy departments, adjacent properties, and neighborhood committees relationship. Some people say that government departments are difficult to enter, ugly to look at, ugly to listen to, and difficult to handle. If the property management companies pay attention to handling some details, I don’t think so.

1. Methods:

① Do your best to support without harming the interests of the company and owners. For example, the police station temporarily transfers personnel, performs routine fire inspections, and neighborhood committees post notices and notices. On election day on the 18th of this month, neighborhood committees need colorful flags to decorate polling places.

② Actively participate in meetings. Unless you really can’t leave, try to have the person in charge attend the meeting. Don’t just send someone to deal with the problem.

③Use festivals to blend, Chinese wine culture.

2. It is rude to come and not reciprocate. Give him a peach and repay him with a plum. Human beings are not like vegetation, so how can they be ruthless?

(4) Internal relationships.

1. Superior: Don’t set up a stall for superiors, poke holes in mistakes, don’t contradict superiors face to face; communicate privately.

2. Leveling: Chinese culture emphasizes "shooting the first bird".

Maybe the communities with low charging rates are not because others are not working hard, but because there are too many remaining problems and the situation is too complicated. How do you play when you have a good hand and someone else has a bad hand?! To improve yourself means to belittle others.

3. Subordinates: Serve with affection, and don’t forget your employees. They are also the ones you care for and serve. (Salary, feelings, future)

2. Focus on honing one ability? Communication and coordination ability

1. Affinity. EQ emotional quotient, IQ intelligence quotient: There is a famous saying in American companies: IQ determines recruitment, and EQ determines promotion.

2. Eight tips for handling complaints.

(1) Correct your mentality and adjust your emotions

Since the owners come to complain, most of them must be in a bad mood and have trouble speaking. Property management personnel must be considerate and understanding of the owners. In this kind of mood, you should have a good attitude and adjust your emotions in time. Don't be confrontational or even more excited than the owner. Because you put yourself in someone else’s shoes and think about it from their perspective: If you were wronged somewhere, what troubles were in your heart, who would you most like to talk to, or even vent to? Is it the person you trust the most and be the kindest? When an owner complains to you, he not only thinks that the property management personnel should fulfill their duties, but also trusts you and treats you as a friend. Thinking about it this way, the reception staff can generally calm down.

(2) Try to calm the owner.

When the owner comes in, you must ask him to sit down, because most people feel calmer and calmer after sitting down than standing up. Everyone knows the idiom "reasonable and confident". From a physiological analysis, it may mean that a person is confident and confident, so remember not to let the owner stand and speak. After sitting down, immediately pour a glass of water to the owner to douse the fire and relieve the anger. Property management personnel should not underestimate this detail. The small actions of sitting down and pouring water will make the owner feel that you respect him and value him. As a property management staff, you must understand that even beggars need to be respected, let alone the owners of the property management company. This will lay a good foundation for the subsequent reception.

(3) Pay attention to the occasion and the number of receptionists

Chinese people have a very strong concept of face, especially Chongqing people. They would rather lose their heads than face, which requires material things. Managers must pay attention to the occasions when complaints are received. If you encounter complaints from owners in the community, if the situation is not good, you should try to lead the owners to an office, preferably a single room, with as few irrelevant people as possible, because there are many people in the public area and the impact will be Once a dispute breaks out, it is easy to cause onlookers, not to mention the bad impact, and both parties are unable to step down. Not only is it not conducive to solving the problem, but it can easily lead to a "complaint meeting" and "denouncement meeting" against the property management company: In addition, the owner When making a complaint, it is better to have only one person handling the complaint. Don't let the property management staff talk all over the place or even attack in groups, which will give the owners a feeling of overwhelming numbers and even produce very strong feelings of disgust and resistance. Especially after the leader comes forward, other personnel should leave immediately and do not confront the situation, because as a property management personnel, you must understand that this is not a court, and there is no need to fight over who loses and who wins. Practice has proved that when property management personnel argue with complaining owners, even if they win in the end, at most they win with reason and lose with feelings. And it is precisely the price of losing love that no property management company is willing to pay.

(4) Be respectful and polite, say a few more words? Sorry?

The author believes that if you are a person who never admits defeat and never gives up, I It is recommended that you engage in sports competitions instead of property management. Many supermarket stores have a saying: "The customer is always right." The author wholeheartedly agrees with this and believes that the same applies to the property management industry. When handling complaints, the most common thing the author says is "I'm sorry". Even in the unreasonable words and actions of some owners, I try every means to find out the reasonable details and phrases. The author's experience is that in the author's sincere and enthusiastic "I'm sorry" voice, you can clearly feel and even see the owner's transformation from dynamic to quiet, from cloudy to sunny, and from angry to happy.

(5) Wear a high hat and give fans to the owners.

I don’t like to hear people say that others are of low quality, unreasonable, etc. I often feel uneasy. It is not very unreasonable to say that others are of "low quality" and "unreasonable" unless they say that their own quality is not as high as that of others. When handling complaints, the author, regardless of trivial matters, first forcibly categorizes the complainants as high-quality, reasonable people. Just imagine, if it were you, since others think you are a high-quality and reasonable person, why would you keep messing around and being unreasonable? You should at least restrain yourself a lot.

People are all like this: If you say I am reasonable, I will be reasonable. If you say I am unreasonable, I will be even more unreasonable?! Put a high hat on the owner. Giving owners "fans" is a psychological suggestion technique, and the author has tried it repeatedly.

(6) Use kind words to appease the owner and pay attention to your body language

Clearly tell the owner that you understand his current mood and respond as soon as possible, such as picking up a pen and paper and recording it immediately. , in this way, the owner will feel more valued, and his anger will naturally be lessened. Here, I would like to share a purely personal opinion for your reference: Many people advocate that you must serve with a smile when receiving complaints, but I believe that you do not necessarily have to smile when receiving complaints. Because if an angry owner misunderstands the property management staff’s perhaps unprofessional smile as ridicule or ridicule, the problem will be difficult to solve. I think that when receiving complaints, as long as you show a serious and natural expression and attitude, That’s enough! One thing to note: you must try to look at the complainer (except when recording). You must know that the eyes are the windows to the soul!

(7) Be a qualified listener

According to newspapers, Japan had a profession dedicated to listening to people’s stories a few years ago, and the business is quite good. This shows how much modern people need to talk. To engage in the property management industry, you must first be a qualified listener. When an owner complains, the reception staff must listen patiently to the owner's statement and do not interrupt him easily. You must know that satisfying the complainant's desire to talk and vent is an important part of effectively solving the problem. Therefore, the receptionist should try not to interrupt, let him talk, and let him pour out all the bitterness in his stomach. Only by letting the owner finish what he said can he listen to your words. For example, if you add water to a cup full of water, you will never be able to get it in. It is better to simply pour out the water in the cup so that fresh boiled water can be filled.

(8). Divert the topic and avoid the truth.

During the conversation, you may wish to chat with the other party about daily life and gossip, just like an elderly owner talking about his children and hometown. According to my observation, the elderly owners are generally very happy when they talk about their children (especially promising ones) and their hometown. For example, if the other person’s hometown is in Hechuan, they can talk about the fragrant peaches in Hechuan and the majestic Diaoyu City. As the saying goes: Who doesn’t say that about us? My hometown is good and I love my own children. When talking with middle-aged people about work experience, hobbies, and current affairs, praise the other person's company appropriately. Let me ask: Who is willing to work in a company that is facing bankruptcy? Who is willing to admit that he is working in a company that has no future or a slim future? In the same year, young people talked about Beckham, Yao Ming, Saddam Hussein, Bin Laden, and could boldly speculate on hot issues such as the situation in the Taiwan Strait and the trial of Lao Saddam. You know, there is no tax on bragging! As long as the atmosphere and language are in order, things will happen. It would be much easier to handle. Really, sometimes the complainer just wants to vent his anger!