According to "Maslow's theory of demand" principle, the office building customers on the demand for property services has a different level, and gradually upgraded.
The first level: the basic use of the demand, that is, to protect the essential needs of daily work, mainly refers to the basic customer service, public **** area cleaning and greening, water, electricity and air-conditioning supply, security services, elevators, communication systems, the normal operation of the functioning of the electromechanical equipment and so on.
The second level: efficient and effective demand, that is, the hardware facilities of the comprehensive upgrade, mainly refers to the office building hardware facilities advanced, stability, intelligence to put forward higher requirements, especially office intelligence, communication intelligence, three-dimensional transportation intelligence needs.
Third level: the demand for convenience and thoughtfulness, that is, complete supporting functions, mainly refers to the customer requirements in the case of not leaving home, to meet all the needs related to office. In terms of business facilities, the configuration of bank business halls, exhibition centers, conference centers, business centers, post offices, etc.; in terms of living facilities, there are high-end restaurants, staff restaurants, cafes, sports clubs, supermarkets, [[dry cleaners, medical rooms, beauty salons, etc.;
Fourth level: the demand for dignified feelings, that is, modern property management is the pursuit of a culture, a customer emotional belonging. In the office building office customers, basically all for the brain workers, or industry leaders, they have the influence of the natural requirements of their pursuit of a higher level of self-fulfillment, office building property management of course, to adapt to and meet the psychological needs of this group. What is noble, is the customer's heartfelt respect, is the meticulous care, is thoughtful and meticulous service, is the meticulous details of each service ......
The fifth layer: **** glory sublimation needs. That is, the office building is located in the heart of the prosperous area, the building structure is new, gorgeous decorations, good image of the property, visibility, publicity effect, the user to move in itself is a symbol of strength; "Meng mother three moves, the wise man chooses his neighbor to live", the neighboring company's scale of operation, industry background, visibility, reputation and so on, close to the formation of a strong **** knowledge, to achieve Mutual promotion, complement each other, *** with the sublimation.
We only fully understand the different levels of customer demand, in order to provide targeted services, create services, through personalized services to meet the different needs of customers, so as to maximize the benefits of customers, improve the overall level of property services, to achieve sustainable development.
Two, subdivided into mainstream customers, service management focus
Subdivided into different mainstream office building customers, to provide more targeted property management services and advice, and at the same time to objectively evaluate customer demand, seize the focus of the service and the key points, and then focused, targeted development of the most suitable property management model. For example, in Zhongguancun office buildings, customers are mainly IT companies, property management should focus on ensuring the normal operation of its network and weak electricity system; CBD China World Trade Center business circle, customers are mainly foreign business associations, offices, representative offices in China, property management should highlight the sound business, living facilities, as well as humanized, show the dignity of the soft services more attractive; Financial Street office buildings, customers are mainly domestic and foreign financial institutions, property management services. Financial Street office buildings, customers at home and abroad, mainly financial institutions, property management services focus on ensuring the uninterrupted supply of electricity, dual-channel power supply system plus an independent backup power generation device, because the international stock market or foreign exchange market changes rapidly, a minute of transaction delays may cause incalculable losses.
Three, forward-looking operation, to meet customer expectations
"On the doctor, the doctor is not sick of the disease", forward-looking management and services for office property management is crucial. Property management companies in the pre-consultancy stage for the office building design standards should be proposed to the developer from the perspective of the later property management recommendations and suggestions to improve the overall functionality of the office building rationality and effectiveness; in the office building hardware facilities, more and more new office buildings, in order to maintain their hardware in the future period of time to the leading edge, have to choose the performance of good, advanced equipment, and some even imported from abroad. However, the supply of manufacturers are only responsible for the installation and commissioning of equipment, equipment warranty period to provide the necessary maintenance, in the operation of the warranty period, only the office building of the property management enterprises to use and maintain the equipment. Therefore, the property management enterprises should be arranged after the takeover of specialized personnel familiar with, understand, master the performance of the core real estate hardware facilities, the use and maintenance, proactive pre-arrangement of facilities maintenance and renovation, to prevent the emergence or occurrence of failures, so that the facilities and equipment to play the maximum value; In addition, property management enterprises should take various forms of learning and reference to well-known property companies and foreign property management advanced experience, the property management enterprises should take all kinds of forms of learning and reference to well-known property companies and foreign property management advanced experience, the property management enterprises should take all kinds of forms of learning and reference to well-known property companies and foreign property management advanced experience. Understand the industry frontier and the international market more office building property management information, and constantly build the enterprise brand and strength, in order to bring customers beyond the expectations of the office experience, in order to adapt to the rapid development of the pace of the property management market.
Four characteristics of management, the achievement of value-added services
1, refined management.
With the continuous improvement of customer demand, customer service requirements, standards are getting higher and higher, service refinement is an inevitable trend. Property management companies should establish the concept of fine management, standardization and refinement of the work, layers of implementation, layers of responsibility, consciously pressurized to achieve the management and service of each level of objectives, responsible person, assessment, feedback, requiring employees to do a good job of every ordinary small things, standardize each service details, and promote the refinement of the management of a solid. In view of the problems existing in the management and service work, amend, supplement and improve the rules and regulations, refine the work procedures and work standards, according to the rules, orderly operation. Focusing on process management, the implementation of the process of inspection and stage assessment, and inspection and assessment of timely two-way feedback. Realize the change from ex post facto control to ex ante, ex post facto control, so that the management to achieve timely, comprehensive, effective, and realize the refinement of the whole process. Implementation of responsibility, clear tasks, strengthen the assessment and management of the work, so that the management and service work continuously to the refinement and standardization of the direction of development, and strive to provide customers with high-quality value-added services.
2, humanized service.
Now, Hong Kong, Southeast Asia and other regions or countries of the property management experience, widely introduced the concept of humanized property management, and to pay attention to the different needs of employees, pay attention to the quality of office customers, pay attention to the overall atmosphere of the office building, pay attention to the warmth and harmony of the environment as the characteristics of humanized management, so that the people-oriented ideas throughout the property management. In the process of establishing the property management system of office buildings and improving the level of property management, the human-centered management should be established, and people should always be placed in the leading position. People are the starting point and destination of property management, maximize the enthusiasm and creativity of all employees to play property management is a good job of property services management work is an important guarantee. "Employees are God" management concept, not only to give employees a platform to display their talents, but also to become a spiritual home that employees can rely on; the integration of humane factors in the construction of office environments, the customer's thoughtful "family-style care", Establish the customer's sense of ownership. For enterprises to promote standardized management and humane management of the organic unity; for customers to focus on the external environment and internal emotional unity; for employees to reflect the unity of corporate development and personal growth.
3, information operation.
Property management information technology, that is, the use of computer technology, network communications technology, automation control technology, combined with modern management ideas, the comprehensive application of property management, property management process to solve some of the problems encountered. Property management enterprises should be through the implementation of property management information construction, should be a variety of management processes, activities, positions and systems such as operating systems sorting, clear and refined, prompting the property management enterprises from perceptual operation to rational operation, enhance the utilization of resources *** enjoyment, improve the efficiency of property management, so that the property management work of science, high efficiency, standardization, can be more convenient, more flexible for the office building customer service.
With the help of the company's own staff, the company has been able to provide a wide range of services to its clients.
With the modern office building technology content continues to improve, the management scope continues to expand, customer demand continues to escalate, office building property management has become a complex systems engineering, we must fully understand the different needs of customers, with the management of advanced service awareness, the formation of the characteristics of the operating model, in order to achieve good management results, in order to create high-quality office building property management, to achieve sustainable development. We will continue to work with you to create a high quality of office property management and achieve sustainable development.