2015.07.23
"Home Visiting" by Times Property Management Team
"Good morning! We are with the Times Property Management and we'd like to ask you a few questions about our service."
In July, Times Property Management raised the curtain for the "Home Visiting" activity, a routine activity organized twice a year. Liu Yongshao, General Manager of Times Property Management, Zhu Lin, Vice General Manager, and Xiao Taoyan, Director of the Quality Control Center, led the staff including the project managers, customer housekeepers and customer assistants to the homes of our owners to listen to their opinions and suggestions for better service.
A total 500 households were visited, and 90% satisfaction rate was concluded on the overall survey based on the daily management and innovative service provided in the Times communities.
Owner Is the Boss
"Grandpa" Han has been living in Times Peanut (Guangzhou) for 7 years since he accepted his apartment in 2008.
Upon receiving the staff from the property management, Mr. Han smiled and said, "I had long been good friends with Times before I moved in. I've been living here for 7 years. The service is very good. The greenery in the area is very nice. The service is excellent. The response of the staff to repair requests is very quick. But there are still opportunities for improvement."
·Staff Visiting the Owners
·The Conclusion Meeting
The conclusion meeting was held after the home visiting. Staff divided the issues into housekeeping, greenery, engineering, complaints and suggestions, and demand for new services, and developed solutions and appointed responsible persons accordingly. They decided that "all problems are fixed in a timely manner and 100% requests are responded in 3 days". In the following 3 days after the visiting, the 400 Hotline called back the owners to follow up on the issues they had identified. The "accurate, quick, and efficient" response won the praise from the owners.
Staff invited the owners to be the judge for the service quality, gave patient explanations to the questions regarding environment and hygiene, security, and complaints and repair requests, and listened to and documented the suggestions.
Timely rectification with 100% response within 3 days
On 14th July, Mr. Lu, owner living in Times King City (Foshan), told the staff, "The rail on the balcony is rusting. I'm worried that the glass might fall off."
On 15th July, the engineer from the property management visited Lu's home and checked the balcony rails. The engineer found out that the rails had been corroded and replacement by professional company was needed. Mr. Lu said, "I didn't expect such quick response because I just told them the issue yesterday. Though the property management engineer couldn't fix it, I still want to give a 'Like' to their service."
"A couple of days ago, I complained in the owner group chat on WeChat about the leakage of the toilet after repair. The message was sent at 8:02 a.m., and the staff knocked my door at 8:27. The leakage was fixed at 9:00." One of the owners of Times Eolia City (Zhuhai) said.
·The Conclusion Meeting
As an important activity to fulfill Times Property Management Company's mission of "Be professional and considerate for customers", the Home Visiting activity has been a great success for 7 years. 7,000 households were visited for finding the better solutions to owners' concerns and for discovering potential demands. From the “Sunflower” to the “Golden Lily”, from tele-service to neighborhood assistant, the property management service in Times is committed to a better life for owners with considerate, voluntary, quality and smart services and solutions.
