With the continuous development of the domestic economy, the drawbacks of some property companies have also emerged invisibly: the lack of industry standards and norms, and the level of service is uneven. For example: green cleaning is not in place, security personnel are older, property charges are not disclosed, water and electricity bills are charged indiscriminately, public housing parking spaces are rented randomly, and so on! These complaints can reflect the shortcomings in property management and services (except unreasonable complaints or invalid complaints), and can also reflect the owners' needs and expectations for property management and services; the classification and archiving of various complaint items and the use of scientific quantitative statistical methods for customer satisfaction evaluation can make management and services go to a higher level.
Complaints have a door: Guangzhou Furong Information Technology Co., Ltd. based on the small program development of the property management system, natural integration of customer service and on-site service and other work links, the owner submits complaints and suggestions on the system, the property management system background real-time reminder, so that complaint handling more convenient and efficient.
Property management complaints are not terrible, and it can be said that it is inevitable, we should have a correct mentality to understand and treat all kinds of property management complaints of business owners:
1. Accept complaints and treat them in good faith
Receiving and handling all kinds of property management complaints is an important part of property management and services, and it is also an important way to improve property management services and standards. The property should be sincere about the needs raised by the owner. By handling property management complaints, it can not only correct the various mistakes or deficiencies in the operation of property management and services, but also maintain and improve the credibility and image of the company.
2. Deal with it in a timely manner and seize the opportunity
The faster the complaint is handled, the more the quality of the property management can be guaranteed. Accepting and handling complaints from property management enterprises is not a pleasant thing for property management enterprises, but if you can correctly view property management complaints and transform it into an opportunity to eliminate misunderstandings, improve management, and deepen communication and contact with owners, bad things will become good things.
3. Look for needs rational analysis
In the property service, the quality of management operation, the quality of service, etc., the owner is the most authoritative judge, their complaints often expose the company's defects in the process of property management and service (unreasonable complaints or invalid complaints), the company can also glimpse what the needs of the owners are, what the expectations are, so as to facilitate better analysis to carry out the next work.
4. Summarize experience and improve service
In the return visit to the complaint handling, thank you for the opinions and suggestions made by the owner. At the same time, the owners' complaints are sorted out and classified, analyzed, lessons and experiences are summarized, and management and service work are improved and improved.
If the various complaints of the owners are ignored and perfunctory, not only can not solve the problem, but also may expand the problem. For example, the owner's repeated telephone complaints, letter complaints, refusal to pay property service fees, etc., will affect the normal work of property service enterprises, and even affect the brand reputation of enterprises. The FuRong Wuchuang platform allows owners to submit complaints and suggestions online, and the property reminds the complaint handling situation in real time.