There is a book called "Win with Attitude", in which there is a famous saying: "Attitude determines everything, attitude is everything." There are several passages in the book about the importance of "attitude":
"Today's competition is not just a competition of ability, nor a competition of academic qualifications, but a competition of attitude. Attitude is the 'soft power' that determines whether you can win in the competition."
“If background and education are the ladder to success, then attitude is the booster that will help you move towards success faster.”
“There is no humble job in the world. , every job deserves our best efforts. If you divide jobs into noble and humble, then your attitude will be wrong at the starting point, and failure will be decided at this moment. ”
(1) Let’s start with “Does the property manager dare to publish his mobile phone number to the owner?”
Does the property manager dare to publish his mobile phone number to the owner? On the surface, he is worried. Getting into trouble is actually a matter of service attitude. Since we are service providers to the owners and promise to provide 24-hour service, we must address the owners' urgent needs and help them with their needs. So, if you don’t tell the owner your mobile phone number, how can the owner contact you if he comes to you in an emergency? This is one;
The second is that you are unwilling to tell the owner your mobile phone number. In fact, there is also a distrust of the owner. Just imagine which owner would call your cell phone in the middle of the night and interfere with your rest. ?If someone calls you on your cell phone in the middle of the night, unless there is an urgent matter or a problem that the on-duty staff cannot handle, shouldn't the property manager know that?
Third, your parents, relatives, friends, colleagues, and subordinates can answer your cell phone calls at any time. Why can’t the owners? We often say, "The owners are our food and clothing parents" and "We regard the owners as our relatives." If you can't even call the owners, is this not duplicity? What is it?
Fourthly, there are indeed some owners who are afraid that the clerk cannot solve the problem, and like to go to the property manager directly when they have something to do. Of course, this requires guidance, but we should also look at this issue dialectically: on the one hand, it means that the owner trusts you and thinks that Contacting you directly will get things done quickly; on the other hand, it means that some of our departments or employees may have problems with service attitude, service capabilities and service quality. It is not a bad thing to draw your attention to solve these problems (please remind What's more, some of our employees have some resentment towards owners who like to go to managers directly to handle matters. The more you go to the manager, the less likely I will do it for you. This requires timely education to make them understand this problem correctly and correct their attitude. Eliminate the resentment. Your property management staff provide excellent service, will the owners keep looking for managers?) All in all, when the property manager publishes his mobile phone number to the owners, it is not only a sincere reflection of the service attitude, but also a sign of respect and trust for the owners. It also provides an additional "green" channel to keep in touch with the owners and enhance their relationship, which is of great significance to their work. It benefits without any harm, why wouldn’t we do it?
(2) There are no "techniques" in property services
How to guide everyone to correctly handle the relationship between "techniques" and "tao" in property services? How to solve the problem of "difficulty charging" by correcting service attitude and improving service quality?
Let’s look at the reasons why owners don’t pay:
The heating is not hot. Many owners not only don’t pay the heating fee, but also don’t pay the property fee; the wall leaks Rain and mosquito screens are not tightly closed, which cannot be completely solved. It is also a reason why some owners do not pay property fees; some owners do not pay dues because they have lost their bicycles; the developer's remaining problems with the quality of the project are an excuse for some owners not to pay property fees. ; Some owners have not lived in the community for a long time, cannot be contacted, and cannot charge; promises are not fulfilled, and service quality is poor, which is also an important reason... Through interaction, we found out 15 owners who did not Reasons for paying property fees. We have almost found the reasons. Now let’s sort them out. How many reasons belong to developers, how many problems belong to owners, and how many problems belong to our property service companies?
Everyone said that I drew on the blackboard and ignored it, but it became clear once I understood it.
Among the 15 reasons: 2 problems belong to developers; 1 problem belongs to owners; 12 problems belong to property management companies. ? After further in-depth thinking, everyone saw that: the property management company did not actively reflect the problems that belonged to the developer and strive to solve the problem as soon as possible (the property management company and the developer are affiliated to the head office and the branch); the reasons that belonged to the owner (long-term absence) Living in a community and unable to contact), most of it is the problem of the property management company. It did not try every means to find a way to contact the owner. It cannot be completely said that the owner did not pay the fee. This analysis made everyone think deeply. Everyone has seen that the problem of low charging rate and difficulty in charging is simply a matter of "skills"? Obviously not, so what is the fundamental reason? Obviously there is still a problem with the quality of our service. Let’s think about it, if the heating temperature reaches the standard and the owners’ homes are warm, can those owners who do not pay because the heating is not hot be able to pay? If our security management measures are in place and owners’ bicycles are no longer lost, can these owners pay the fee again? If we fulfill all our promises and the service is flawless, will another group of owners be able to pay? Have we really worked hard to find ways to actively contact and search for those owners who have not lived in the community for a long time? Just from this issue alone, we can see three deficiencies in our work:
First, the owner did not do a thorough job in establishing the owner's file when he took over the building, and there were no multiple ways to contact him in the future ( Home electricity, mobile phones, office electricity, etc.);
The second is that no effort has been made on how to find these owners. The work has not been completed to the end, such as searching at the work unit, searching at the school or kindergarten of the owner's child, searching on the developer's house purchase contract stub, searching on the real estate certificate booklet of the Real Estate and Land Bureau, asking in the community, etc.;
Third, the role of order maintainers was not used, and the focus was on monitoring these residents. Therefore, once the owner comes back to pick up the things, he cannot find them in time.
If we do all the above work, actively communicate with developers, and repair and rectify the remaining problems with project quality, can the problem of non-payment be solved? Our problem is that we do not seriously look for the reasons within ourselves. We always complain that the quality of the owners is not high, the developers have problems with the quality of the projects, or we focus on simply using "techniques" to solve the problem of difficulty in charging. What does this mean?
A management guru named Yan Jie once said this famous saying: "First-rate management is realm, second-rate management is Tao, and third-rate management is technique." This tells us: Property services cannot only focus on "Technology" is not important to "Tao". What is "Tao" is the business philosophy, business philosophy and service attitude we often talk about. As long as we truly establish the idea of ????serving the owners wholeheartedly, adhere to the people-oriented principle, achieve adequate management, provide excellent services, and satisfy the owners, the problem of difficulty in charging will naturally be solved. If we could truly become one with the owners, become as close as a family, establish a deep relationship, and serve them like relatives, which owner would have the nerve to enjoy the service without paying? This reaches the highest level of management. In this sense, the charging rate is a "barometer" of the service quality and management level of property service companies. How to increase charging rate? Where should the effort be put? I’ll leave it to you to think further!
(3) The “seed” and “land” of property services
Isn’t the relationship between property owners and owners also the relationship between “seed” and “land”?
The company took over a second-hand community a few years ago. Because the original property company was the spokesperson of the developer and could not protect the legitimate rights and interests of the owners, the owner fired them. But the owner misses the project manager hired by the property company very much. This project manager is not very professional, but his biggest advantage is that he is good at getting along with the owners and integrating into one. He arrives at the community in advance every morning and stands at the gate to see the owners off to work and out. He greets each owner cordially and tells them that it may rain today. Do you want to bring an umbrella? He helps the owners when the weather is cold in winter. The children fastened their buttons and snoods tightly, and told the elderly to pay attention to the ice on the ground and to be careful of slippery roads; he would not leave the community until he welcomed the owner home from get off work at night.
There are five to six hundred people in the community. He can tell the names and positions of the owners in the shortest possible time, and he always says a few words of affection, asking if the child is well. Is the roof that was repaired last time still leaking? Is the transaction going well or not? He knew most of the things going on in the owner's house and cared about them all. When he saw some visitors looking around, he could guess that the visitors were either looking for a public toilet or the owner, so he would always go over to help immediately. He saw that in the courtyard Some children fell or bumped into each other. If they could recognize the owner's child, they would immediately go over to help them up and call the owner to come downstairs. Some owners had problems with water and electricity at home, and he had to accompany the maintenance workers to repair them. After get off work time or even meal time, the owner urged him to leave, but he always insisted that he would not leave until the repairs were completed. He would not leave until the owner had electricity, water, and food. His little notebook is densely packed with the phone numbers and important things of each owner. He keeps it in his heart and cares for the owners meticulously. He has truly taken root, blossomed and borne fruit in the owner's land.
After the property company fired him, the owners often thought of him. We immediately poached him and hired him as the person in charge of another project in the company. He was originally the project manager of this property company. Is he reliable? Just because he can get along with the owners and serve them sincerely, and because he has such a good reputation among the owners, he is the real estate agent we need and trust most. Some employees, even middle-level employees, have worked in a community for two or three years and do not know the owner's name, contact number, or family status. Starting from work, they get paid and leave after work. They even regard the owners as "rivals" and "hard-to-shaver heads", and they will never be able to establish a relationship with the owners. For such "seeds" that cannot take root and seedlings that cannot take deep roots, they can only wither, dry up, and be pulled out.
How can people who cannot get along with the owners do a good job in property management? This should become a law of property management services.
(4) Dedication is more important than contentment
The best property management person is not skills, techniques and experience, but professional quality-attitude. Success in life comes from the power of attitude. Your attitude creates you. Being responsible for today’s work means being responsible for yourself tomorrow. For property professionals, attitude is the dividing line between excellence and mediocrity. There is no humble working attitude. , work attitude determines the height of your life. Property service is an ordinary and trivial job, but the work can be ordinary, but the attitude cannot be mediocre. We can't choose our job, but we can choose our attitude, treat ordinary work with a dedicated attitude, and serve the owners with a grateful heart. Dedication is the most noble professional attitude. Dedication means always exceeding the expectations of others. Being happy with one's work is the highest state of professionalism. Being happy with one's work leads to a career, and being happy with one's work leads to a life. If you love your career and are happy with your work, you will be famous and achieve results. Doing real estate services requires a willingness to work. With this kind of spirit of joy in work, he can make you proactively, spontaneously and willingly serve the owners, and you will consciously accept the love of "330,000" (after enduring countless hardships, loving through countless grievances, After going through many difficulties and dangers), I do every job, every time, and every job of serving the owners with enthusiasm and affection, and consciously strive for excellence in business, study the rules, figure out the reputation, and become Smart real estate agent. With the spirit of being willing to work, you will realize this truth: serving the owners is actually working for yourself. It is you who need work, not the work that needs you; it is you who need to achieve your career by serving the owners. Let us use our excellent professionalism - an attitude of dedication and contentment to open the floodgates of the owners' hearts. Let us use the "spark" of enthusiasm to connect the "power supply" of the owners' acceptance!