Sometimes it is the "gold medal housekeeper" who helps the owners, sometimes it is the "intimate daughter" who accompanies the empty nesters, and sometimes it is the "intimate sister" of young talents. She is Zhang Qiong, the property manager of Perch Public Rental Housing, who has been engaged in property work for more than ten years, and serves the owners wholeheartedly with the attitude of "desperate Saburo" and the professionalism of excellence.
Innovative model, this manager "has a set"
The Perch River Public Rental Housing Community is different from ordinary residential communities, and it is inhabited by talents who come to Songjiang from all over the world. In order to provide better services for the tenants, Zhang Qiong, as the property manager, and the team continue to innovate the service model, create a home-like warmth for the talents of Songjiang, and contribute to the creation of a new highland for talents in Songjiang.
Residents who live in Perch Public Rental Housing can feel a full range of butler services from check-in to departure. Relying on online platforms such as WeChat official account and enterprise WeChat group, Perch Public Rental Housing is on duty 24 hours a day, and responds, deals with and gives feedback at the first time to the "urgent, difficult, and longing" problems encountered by the tenants.
"We are basically responsive to the residents, they go through the procedures when they check in, we guide them by hand, they check out and have heavy objects to move, we help for free, they report the problem, we solve it as soon as possible. As long as they have a need, we have a service. Zhang Qiong said.
Since the people living in the community are office workers from surrounding units and enterprises, in order to allow them to get services after work, Perch River Public Rental Housing has launched an extended service. Under Zhang Qiong's arrangement, every Monday, Wednesday and Friday, the community arranged a middle shift, and the maintenance master started to work at 12 noon on the same day and lasted until 9 o'clock in the evening, which solved the problem that residents had no time to do things at work and no one to do things after work.
In the process of property service, the cross-border service model of Perch Public Rental Housing has also been unanimously praised by residents. Because the Perch River public rental housing is close to the riverside and close to the park, there are more mosquitoes, and in March every year, the community starts the mosquito control action in advance, which continues until November, providing a comfortable living environment for residents. This intimate service has been recognized by residents, and Perch Public Rental Housing has always been among the best in the resident satisfaction survey of Yueyang Street.
Hard-working, this "housekeeper" is a bit busy
In Perch Public Rental Housing, Zhang Qiong's busy figure can be seen everywhere, visiting and caring for the elderly living alone, inspecting public areas, answering owners' questions, dealing with emergencies...... "The needs of owners are the pursuit of my work", is Zhang Qiong's motto, but also her guide to action. As long as it is something reported by the residents, Zhang Qiong has done her best and worked tirelessly, and her figure has also become a warm landscape in the community.
In addition to Perch public rental housing, Zhang Qiong also serves as the "big housekeeper" of 31 other talent apartments. "In so many communities, it is inevitable that equipment will be damaged or malfunctioning, in the face of the owner's demands, we will patiently listen to the owner, understand the owner's doubts and dissatisfaction, and actively look for solutions, and patiently follow up until the problem is solved. Zhang Qiong said.
One night, Zhang Qiong was awakened in her sleep by the sudden sound of a phone call. On the other end of the phone was an anxious owner who said that the water pipe in his home had burst, and he had broken the main water inlet valve in a hurry, and there was water all over the floor of the room. Zhang Qiong patiently inquired about the details and learned that the water had flowed to the elevator hall at this time. Zhang Qiong thought of the seriousness of the consequences, and didn't have time to change her pajamas, so she rushed out of the bedroom, grabbed her son's coat in the living room, and went out. And contacted the elevator manufacturer, the community maintenance worker, and notified the security guard to do a good job of warning protection. After arriving at the community, Zhang Qiong first found the floor master valve to close the water source, after intense maintenance, the elevator manufacturer confirmed that there were no potential safety hazards, she and the security guard cleaned up the water in the hall and the corridor, until everything was dealt with, and then dragged the tired body home.
"Most of the things we come into contact with are small things in daily life, and only by solving them with heart and affection can we satisfy the residents and enhance the sense of belonging and happiness of talents. Zhang Qiong said that her enthusiasm and strength are also infecting the colleagues around her. Under her leadership, the employees of the public rental housing community are also hardworking and willing to contribute.
Establish rules and regulations, this "alley premier" is very serious
A sound management system and a good incentive mechanism are the internal driving force for the formation and maintenance of team spirit. Zhang Qiong's 32 talent apartments have formed nearly 20 systems such as "work service process", "department job responsibilities", "window service code of conduct" and "service reward", covering all aspects of the life of residents in the community, whether it is the convenience of access, environmental cleanliness or facility maintenance, etc.
In addition, each community also stimulates the vitality of residents through the formation of party member commandos, volunteer service teams and other forms, builds a community governance community where everyone is responsible, everyone is responsible, and everyone enjoys, and actively explores the "micro-governance" system of buildings, gives full play to the demonstration and driving effect of building management in community governance, further expands and extends the role of building management, creates a good atmosphere of neighborhood harmony and mutual assistance, creates a community governance pattern of co-construction, co-governance and sharing, and better serves talents.
Respect for the old and love the old, this "daughter" is very caring
Caring for the physical and mental health of the elderly and providing warm and thoughtful services to the elderly is the daily service content of the property. For a long time, Zhang Qiong has warmed the hearts of the elderly with true feelings, interpreted the love and care for the elderly with actions, and transmitted more love and positive energy to the society.
There are two special elderly households living in Perch public rental housing, one is living alone, the other is a lonely widow, Zhang Qiong specially established a "one person, one file" for the two old people, always paying attention to the bits and pieces of the old people's lives, not to mention the daily cold and warmth, as long as there is something at home for the elderly, Zhang Qiong is the first door-to-door service.
During a home visit, the elderly man who lives alone told Zhang Qiong that the charging equipment in the community would not be used, and the electric bicycle at home could not be charged. After Zhang Qiong understood the situation, she found an electrician as soon as possible to help the old man install the charging box, and the charging problem was solved. Another time, the lock of the mailbox in another old man's home was broken, and Zhang Qiong found someone to help repair it as soon as she found out, and the material cost was also paid by Zhang Qiong after the repair. The old people sighed and said, "When there is something at home, Zhang Qiong is always the first to rush to his side, not a relative, but a relative."
Precise service, this "sister" is very warm
Every night before 7 o'clock, the "shared space" of Perch Public Rental Housing is full of popularity. In the spacious reading area, residents read and study, and in the fitness area, residents sweat like rain. Since the opening of the "shared space", everyone has regarded this place as a "home" for the community to carry out entertainment, fitness and communication activities outside of their residence.
In Zhang Qiong's hands, there is a schedule of "shared space" activities in 2024, "Porridge for Laba Festival" in January, "Spring Festival Couplets" in February, "Learning from Lei Feng to Facilitate the People" in March, "Going to the Youth League" in April, and "Mother's Day Activities" in May...... On traditional holidays, the "shared space" will hold celebrations to taste folk customs and promote traditions with community residents. Residents actively participated in the activities, the neighborhood became more harmonious, and the sense of belonging and community cohesion of residents continued to improve.
"Zhang Qiong is like a big sister, not only cares about our daily life, but also prepares rich activities for us during the New Year's holidays, so that our neighbors are more familiar with each other, and everyone's mental outlook is getting better and better. Young talents have said.
Zhang Qiong does not have earth-shattering feats or dazzling halos, but her love and dedication to the property industry have become the benchmark of community property services.
Text: Li Yubo, Zhu Liyang (intern)
Photo: Cai Bin
Editor: Zhou Yuwei