Build bridges and deliver warmth
In the Bayannur South Road community, the grid members have multiple identities, they are not only the disseminators of policies, but also the role of "heating stewards". Before the arrival of this year's heating season, the grid staff began to get busy, through various methods such as posting heating service announcements, distributing heating service contact cards, and online communication groups, to ensure that the information can cover every corner of the community.
In the preparation process for the start of heating, the grid staff patiently answered the residents' questions, whether it was about the arrangement of heating time, or how to adjust the exhaust valve and other details, they could give professional and easy-to-understand answers. They know that good communication is the foundation of building trust, so they always treat each resident with enthusiasm and patience.
In order to enhance the effect of connection, the community of Bayannur South Road actively practices the "double housekeeper" service model for heating supply. The sisters of the community grid staff incarnated as "heating housekeepers" and appeared in the residents' homes for the first time to help them solve the phenomena such as running and dripping. At the same time, the grid members actively replied to the heating problems of the residents in the WeChat group in each community, and through everyone's communication, they understood the heating effect and built a bridge between the residents and the heating company.
Respond quickly and solve problems
If communication is the prelude to the work of the grid staff, then the reception of problems is the most important part of their work, especially during the heating season. The mobile phones of the grid workers are turned on 24 hours a day, because they know that every incoming call may carry the eagerness and expectation of residents.
At the beginning of this year's warm project construction, the residents of Mingze Baidu City Community encountered the problem of buried heating pipes. Some residents are worried that the depth of the pipe is not enough and it is pressed on the water pipe, which will affect the maintenance of the water pipe. Others are worried that the construction has cut off their way home. In the face of these complex problems, the grid members did not back down, but went deep into the community, fully empathized with the residents, patiently listened to their demands, and tried to grasp the whole picture. Through multi-party coordination, they finally proposed solutions such as "increasing the sealing of heating pipes" and "opening a small door for residents on the street", which successfully solved the problems that residents were worried about.
As the project progressed, the residents felt that the heating pipes were not buried deep enough and did not go in a straight line, and they were worried that the heating effect would be affected. They contacted the construction company of Futai Thermal to explain the construction principles and the complexity of re-digging the road and pipes to the residents, and worked to facilitate multi-party consultations. After many times of communication, the plan of "moving the well and laying pipes" was finally agreed. However, in the actual construction process, it encountered problems such as difficulty in moving wells, miscellaneous processes, and high cost, and had to adjust the plan again. In this process, the grid staff has always maintained a high sense of responsibility and patience, and they know that every decision is related to the vital interests of the residents. In order to find a solution that could avoid the water well and meet the residents' demands, they kept communicating with all parties and worked together to negotiate a plan for the pipes to be laid at a 45° angle.
Before the heating season, the construction of the heating pipes in the Mingze Baidu community was successfully completed, and the road surface was fully restored. In this process, the grid members interpreted the work concept of "rapid response and problem solving" with practical actions. Sometimes, they even have to work overtime and sacrifice their personal rest time in order to solve the problem as soon as possible, but every time they receive a word of thanks from the residents, they feel that all the efforts are worth it. They are not only a bridge between residents and heating companies, but also the "mother's family" in the hearts of residents, providing a solid communication platform for the resolution of conflicts and disputes. Every problem solved is the best proof of their hard work, and it is also the warmest memory in their hearts.
Meticulous and precise service
In order to better understand the needs and conditions of the residents, the grid staff has established a complete heating information ledger. This ledger not only records the time and place of the maintenance of the pipes in the courtyard of the community, the maintenance of the heating pipes in the corridor and the maintenance progress of the residents who need to come to the door for maintenance, but also records the special needs of the residents in detail, such as the special care requirements of the elderly living alone, the disabled, pregnant women and other groups.
Through this ledger, the gridders are able to provide personalized services with precision. For example, for the elderly who live alone, they will visit their homes regularly to check whether the heating equipment is working properly, ask about the physical condition and living needs of the elderly, and ensure that they can feel the warmth and care of the community in the cold winter. For residents with special medical conditions or mobility problems, the grid staff will also provide them with necessary help and support. In addition, the grid staff will also record the time and effect of the repair according to the information in the ledger for later investigation. They know that only by preparing in advance can they provide the most timely and effective services to residents at critical times.
Listen to your voice and optimize your service
The grid staff know that quality service comes from an in-depth understanding of the needs of residents. Therefore, they regularly carry out public opinion surveys on heating services, and collect residents' opinions and suggestions through various methods such as online solitaire and offline chat.
During the investigation, the grid staff always maintained an open and inclusive mind, and patiently listened to the residents' voices. Whether it is about the adjustment of heating time, the setting of heating temperature, or the improvement of service attitude, maintenance efficiency and other suggestions, they will carefully record and analyze. By summarizing and analyzing these opinions, the grid staff can find the problems and deficiencies in the heating service in time, which provides a valuable reference for the improvement of the heating company. At the same time, they will also feedback the opinions and suggestions of residents to the relevant departments to promote the continuous optimization and upgrading of heating services.
In addition to regular polls, the gridders maintain close communication with residents in their day-to-day work. They encourage residents to put forward their opinions and suggestions at any time, whether through online platforms or offline channels, they will respond and deal with them in a timely manner. This open and inclusive attitude not only makes residents feel respected and valued, but also makes heating services more intimate and efficient.
In the Bayannur South Road community, the grid members interpreted the connotation of "warm housekeeper" with their own practical actions. They are not only the most reliable support for residents when they encounter problems, but also the guardians of community harmony and warmth. With their sweat and wisdom, they have created a warm, comfortable and safe living environment for the residents.
Editor: Che Huijun Editor: Zhang Jiaxing Review: Ma Xinyan (Bayan South Road Community, Huanhe Street Office)