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物业人必看的20条物管法则(上)

LAIYUAN:HONGFAWUYE FABUSHIJIAN:2019-05-09

 
 一、把业主投诉作为宝贵的资源
   
     近年来,业主对物业管理的投诉已成为社会热点,有理与无理的大量投诉已严重困扰物管企业。物管企业谈投诉而色变绝非夸大其词,而是目前行业的现状。但作为物管企业,应该正确面对与业主之间的责、权、利不清晰而导致的各种扯不清、理还乱的客观现实,包括确实由物管企业本身管理服务质量欠佳所引发的投诉,以积极的姿态正视业主的各种投诉,把业主的投诉当成物管企业的宝贵资源。只有正视投诉,不断反省自我,把业主投诉当成最宝贵的资源,才可以及时发现管理与服务中的不足,尽可能改进服务、弥补损失,促进管理服务质量的不断创新与提高。

广西快3  ER、XUEHUIXIANGYEZHUZHIQIAN

  物业管理是一个特殊的行业,可以说物管企业每一项具体的管理服务行为,都牵涉到业主社区生活的方方面面,都会对业主的学习、工作及社区生活产生间接与直接的影响,特别是要天天与形形色色的广大业主面对面地打交道,因而,任何一家物管企业在管理与服务中出现瑕疵是在所难免,每一家物管企业都有可能被业主有理与无理地投诉。因此要培育业主的忠诚,就必须转变经营、管理、服务观念,全面反省企业自身的不足,而不是简单的推托、狡辩,或消极地不理不睬甚至与业主对抗。必须彻底转变观念,对业主的投诉从心底诚服,学会向业主道谢及致歉,以求得业主的谅解,与业主建立良好的关系。

  SAN、ZHILIZUOYEZHUSHEQUSHENGHUODESHOUXIGUWEN

广西快3  WUYEGUANLIBIAOMIANSHANGKANSHIFUWUXINGYE,DANSHIZHISHANGQUESHIWEIRENFUWU。ZHISHENZHANXINDE21SHIJI,WOMENSHIKEDOUNENGGANSHOUDAO“ZHISHIJINGJISHIDAI”、“JINGJIQUANQIUYITIHUA”、“XINJISHUGEMING”TIAOZHAN。TEBIESHIXIANDAIKEJIGEMINGDECHENGGUOZAISHEQUDEGUANGFANYINGYONG,SHIDERENMENDEXUEXI、GONGZUO、SHENGHUO,BAOKUOSHEHUIHUODONGDEDABUFENSHENERQUANBUDOUKEYIZAISHEQULIWANCHENGYICHENGWEIXIANSHI,YINER,WUGUANQIYEBIXUYUSHIJUJINWEIYEZHUTIGONGJUXIANDAIRENWEN、SHENGTAI、ZHINENG、XIUXIAN、JIANKANGLINIANDEGAOZHILIANG、QUANFANGWEIDESHEQUGUANLIYUFUWU,ZHILIZUOYEZHUSHEQUSHENGHUODESHOUXIGUWEN。

  SI、WUGUANQIYEYUYEZHUSHUANGXIANGHUDONGXUEXI

  ZAIZHEIGEXINXIGAODUFADADEZHISHIJINGJISHIDAILI,WUGUANQIYEZUZHIBENSHENJIUSHIYIGEGAODUZHISHIHUADEJIHETI,QIJINGYING、GUANLI、FUWUDEGUOCHENG,JIUSHIYIGECHIXUXUEXI、YANJIU、CHUANGXINDEGUOCHENG,JIUSHIYIGETUOZHAN、FAJUE、ZHENGHE、YUNYONGZHISHIDEJIGOU。KEYIKENDINGDESHI,DUIYUWUGUANXINGYELAIJIANG,CHENGGONGBIDINGSHUYUNEIXIEXUEXIYANJIUXINGDEWUGUANQIYE。SHEIXUEXIDEKUAI、YANJIUDETOU,BINGXUNSUJIANGXINDEZHISHILILUNRONGRUQIYEDECHUANGXINBIANGEZHONG,SHEIJIUKEYIZAIJILIEDEQUANQIUHUASHICHANGJINGZHENGZHONGSHENGCHU。ERWUGUANQIYEYUYEZHUSHUANGXIANGHUDONGXUEXIJIUSHIPEIYUYEZHUZHONGCHENGDEZHONGYAOTUJING。ZAIQUANQIUHUADEJILIESHICHANGJINGZHENGXIA,QIYEDEXUEXIYANJIUBIXUYANSHENZHISHEQUDEGUANGDAYEZHUJIXIANGGUANTUANTI,BIXUJIAQIANGDUISHEQUDEGUANGDAYEZHUJIXIANGGUANTUANTIDEPEIXUNXUEXI,YUTAMENJIEHECHENGXUEXIYANJIUHUOBAN,TONGGUOGONGTONGDEXUEXIYANJIUXIANGHUGOUTONG、DACHENGGONGSHI、GONGTONGJINBU。DUIYUWUGUANQIYELAIJIANG,YAOSHANYUTONGGUOFUWU、DIAOCHA、HUIFANGDENGDUOZHONGQUDAODIYISHIJIANHUOQUYEZHUDEXINXI,CONGYEZHUDEYIJIAN、JIANYI、TOUSUZHONGXUEXIYANJIU。

  WU、ZHILIJIANGDIYEZHUJIESHOUFUWUDECHENGBEN

  培育业主忠诚就必须认识到业主在接受管理与服务的过程中,除了向物管企业交纳物管费之外,其在接受管理与服务时,还会付出时间、精力甚至额外的金钱等成本。因此,物管企业必须有能力使管理服务持续超越业主不断增长的需求的同时,必须致力降低业主接受服务的成本。而降低业主接受服务成本的关键,就是要认真审核企业的组织结构和业务流程,根据业主的需要尽力改变企业的运作机制和管理服务模式,提高管理与服务的质量与效率,加强企业内部团队建设及协作,致力向业主提供“零缺陷”的物管服务。

广西快3  LIU、YONGFUWUZHILIANGJIANLIFEIJIAGEYEZHUZHONGCHENG

  DANGJINSHEHUI,SUIZHERENMENDUISHENGHUOZHILIANGDEGAODUZHONGSHIYUBUDUANZHUIQIU,ZAIXIANDAIQIYEDEJINGYINGZHONG,JIAGEZAISHICHANGJINGZHENGZHONGDEZUOYONGBINGFEIJUEDINGYINSU,QIZUOYONGCHENGRIYIRUOHUADEQUSHI。YINCI,WUGUANQIYEBIXULINGPIXIJING,RUZOUZHILIANG、FUWU、PINPAI、XINGJIABIZHILU,QUANFANGWEIQIDONGYEZHUJILI、YEZHUGOUTONG、YEZHUJUECEYIJIYUYEZHUGUANXIDEXILIEFEIJIAGEYEZHUZHONGCHENGFANGAN,SHIYEZHUZAIJIESHOUFUWUDEGUOCHENGZHONGNENGGOUXIANGSHOUDAOYUKUAIYUMANZU。SHIJICAOZUOZHONG,WUGUANQIYEKEYISHOUXIANTONGGUOFUWUZHILIANGDECHIXUJINBU,JIANLIYOULIANGDEPINPAIXINGXIANG,TONGSHITIGAOFUWUXINYUDUYUMEIYUDU,TEBIESHIYAOZENGQIANGXINGJIABIDESHICHANGJINGZHENGYOUSHI,SHIYEZHUBUZAIGUANZHUJIAGEYINSU,CONGERDADAOFEIJIAGEYINSUDEYEZHUZHONGCHENG。

广西快3  QI、CHIXUCHAOYUEYEZHUDEQIWANG

  在社区管理与服务中,必须顺应业主的期望而不是背离。如果物管企业的服务背离了业主的期望,业主对物管企业的管理与服务将持消极态度,业主将不再忠诚,而是舍弃。要想达到持续超越业主期望的目的,绝不是偶尔送一束花或一张小贺卡那样简单,而是要系统地使具体的管理与服务模式、内容、质量与业主的期望相一致,尽力促使物管企业的管理与服务同业主的期望互动,并相应地有系统的、有针对性地持续创新管理与服务,每一天都能给业主一个惊喜,每一天都能让业主切实感受到管理与服务的进步。

  BA、TIGONGZUIGAOCENGCIDEQINGGANFUWU

广西快3  WUYEGUANLIBIAOMIANSHANGKANSHIFUWUWUYE(FANGWUJIQISHESHI),DANSHIZHISHANGHAISHIWEIRENFUWU(XIAOQUYEZHU),ERRENDEZUIGAOCENGCIXUQIUJIUSHIQINGGANXUQIU,YIQINGGANFUWUWEITEZHENGDEFUWUSHIZHIGAOJINGJIEDEGUANLIYUFUWU。ZHIYOUXIANGYEZHUBUDUANCHUANDIQINGXUYUQINGGANCAINENGSHITAMENZHAODAOZIJIDEZIZUNYUZUNYAN。TONGGUOQINGGANDECHUANDAOYUHUDONG,YEZHUDEZHONGCHENGJIANGDEDAOQIANGHUA。YINCI,WUGUANQIYEYINGJIANG“QINGGAN”GUANCHUANYUGUANLIYUFUWUDESHIZHONG,ZHILIYIQINGDONGREN、YIQINGGANREN、YIQINGFUREN、QINGZHUSHEQU,BAYEZHUDANGCHENGZHIYOUQINPENG,ZHENCHENGXIANGDAI,BICIXINREN,XIANGHUZUNZHONG,HUXIANGLIANGJIE,SHIYEZHUZAIJIESHOUGUANLIYUFUWUDEGUOCHENGZHONGNENGDEDAOYIZHONGXIANGSHOUHEMANZU。ZHIYOUZHEIZHONGNONGSUOQINGGAN、QINGZHUXINLIDEGUANLIYUFUWUCAINENGSHENRURENXIN。

广西快3  JIU、SHULIYOUXIANGUANLIYUWUXIANFUWUSIXIANG

广西快3  GUANLIHEFUWUSHIRUSHIHOUSHICHANGJINGZHENGDEGUANJIANYINSU,SHULIYOUXIANGUANLIYUWUXIANFUWUSIXIANG,DUIYUZAIWUGUANQIYENEIBUYUANGONGZHONGSHULIPEIYUYEZHUZHONGCHENGYISHISHIFENZHONGYAO。MUQIANLAIKAN,WUYEGUANLIHEFUWUDOUSHIRUSHIHOUSHICHANGJINGZHENGDEGUANJIANYINSU,JIUGUANLIERYAN,TASHIYOUXIANDE,FUWUCAISHIWUXIANDE。GUANLIZHISHIFUWUDEYIZHONGSHOUDUANHUOYIZHONGXINGSHI,ERZHEWEIHUDONGGUANXI。TICHU“YOUXIANGUANLI、WUXIANFUWU”JIUSHIYAODANHUAWUYEGUANLIQIYE“GUANLI”XINGWEIDEXINGZHENGSECAI,BAGUANLIRONGYUFUWUZHIZHONG。DANZHEIZHONGDANHUABINGBUSHIZAIGUANLILIDUJIGUANLINENGLISHANGDERUOHUA,FANERYAODUISHEQUFANGWU、GONGGONGSHESHI、JIDIANSHEBEIDENGDEGUANLIGONGZUOYAOQIANGHUA。BIRUWUGUANQIYEZAISHIXIANJIFANGYURENFANGXIANGJIEHEDETONGSHI,HAIYAOZHILIGUANLISHOUDUANJIFANGSHIDEXIANDAIHUA、WANGLUOHUA、XINXIHUA,BUDUANJIANGXIANDAIKEJIGEMINGDEZUIXINCHENGGUOYINGYONGYUWUYEGUANLI,TONGGUOXIAOQUZHINENGHUAJIANSHE,CHIXUTIGAOWUYEGUANLIDEKEJIHANLIANG。HAIBIRUZAISHEQUANFANGXITONGZHONG,QIANGHUAZHINENGHUAANFANGXITONG,SHIXIAOQUSHIXIANHONGWAIXIANTANCE、MENJINDUIJIANG、JINJIJIUZHUZHINENGHUA、MEIQIXIELOUZIDONGBAOJING、QUANTIANHOUBILUJIANKONGDENG。ZHUHUKEYILIYONGMEIHUDEINTERNETJIEKOU,CANYUWANGSHANGSHEQUWENHUAHUODONG,CANYUXIAOQUGUANLI。

  SHI、ZHUIQIURENWENJINGSHENDEZHIGAOJINGJIE

  人文精神是一种理念、思想境界。在汉语中,人文旧指人性,文艺复兴时期主要指世俗科学,也就是人本主义或人文主义学说。在这里,我们提出人文精神,就是要尊重业主、理解业主,肯定业主的价值、尊严和伟大,把为实现业主的价值作为最高价值和终极目标。在小区物业管理中,推行人文精神的重要途径及载体就是社区文化。社区文化是小区的灵魂,文化也是最高最深层次的服务,因此,社区文化建设可以说是物管企业始终不渝的追求。本文在此提出“八大块文化套餐服务”,即社区亲情活动、社区教育活动、社区科技活为、社区节日活动、社区电影晚会、社区体育活动、社区公益活动、社区文艺活动等。

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