Patrol the community, answer questions, report complaints and follow up, help run errands, close windows when it rains, act as a gardener and shovel officer … What does a property manager need to do every day? What can be done to satisfy the owners?

It seems that it is not an easy task to achieve a service that exceeds expectations.

On March 20th, the China Finger Research Institute released the first White Paper on the Development of Property Housekeepers (hereinafter referred to as "White Paper"). This white paper takes Vanke Property Housekeepers as samples, conducts a research on property services, and tells how Vanke Property builds a deeper "spiritual link" with the owners, thus opening the "happiness door" of a beautiful community.

The brand-new transformation of 23 core contacts from "rigid" to "brand-new"

According to the white paper, in order to cover all the living needs of residents in the community, Vanke Property has launched butler service around 23 core contacts in six categories: mobile internet, place service, road to home, leisure stroll, facility landscape and home service, so that the service does not leave any dead ends or blind spots.

Happy Butler Service System of Vanke Property (Photo courtesy of Vanke Property)

For example, in order to ensure that quality supervision does not leave a blind spot, Vanke Property has established a four-guarantee (warranty, security, cleaning and greening) supervision system, which stipulates that the housekeeper should stand on the owner’s point of view when guiding the service quality work, and realize "100% reporting" to ensure rapid response to demands and the processing results meet the owner’s requirements.

Behind the rapid response under high standards, there is also a set of very strict "2341 principles".

That is, respond to the owner within 20 minutes; Solve common problems within 30 minutes and give the owner a reply; Problems that cannot be solved immediately should be solved by coordinating resources within 4 hours; Give a written solution to major problems within 1 working day.

At the same time, Vanke Property has also formed a standardized intelligent work order reporting system by opening up three online platforms: the customer side, the work side and the information management side.

As the core position of property service, the housekeeper will arrange the idle maintenance personnel to take the order at the first time after receiving the maintenance report, from solving the appeal to the later supervision, thus forming a closed loop.

It is worth mentioning that the housekeeper often plays a key role in the work of the four major lines of property. They can not only carry out their work in a planned and decisive way, but also make the messy and complicated work in order. This is inseparable from the talent selection mechanism established by Vanke Property.

It is understood that the White Paper pointed out that Vanke Property established the Butler Studio (formerly known as Butler College) in 2016, and established a step-by-step talent mechanism from selection, training to growth and promotion.

Refine service granularity and inject infinite vitality into the community

How to refine service granularity? Vanke Property has newly formulated internal systems such as "I do something for customers", "Customer Home Temperature Service Manual (1.0)" and "Operation Guide for Business Housekeeper". Through the analysis of the key moments of special people or customers in the space, a series of surprise service lists including empty nest elderly property service guide, vacant house service list, service interruption and extreme weather service list were released.

Nine Personality Traits of "Good Housekeeper" of Vanke Property (Photo courtesy of Vanke Property)

For example, for empty nesters, Vanke Property will record their basic information such as age, gender, and living status, as well as key information such as birthdays, hobbies, and emergency contact information of relatives and friends, and complete customer segmentation. In case of emergency, it can accurately identify the identity of the elderly. They will also teach the elderly one-on-one how to surf the Internet on their mobile phones and hold "sunset red" community activities to help them get out of the loneliness of empty nests.

In addition, Vanke Property also has special services such as escorting children from school and creating a sense of birthday ceremony for the owners, and set up a professional butler team to study a set of surprise service.

Two-way trip behind "something to help the housekeeper" and "little things"

In the white paper, Vanke Property put forward the service slogan of "Help the housekeeper if something happens", and asked the housekeeper to be a smart, eloquent, warm and friendly "Aqingsao", which really solved the life problems of the owners at any time.

In Chongqing Vanke Splendid Riverside, it was particularly vividly interpreted.

With a plant name, a small yellow shirt and a dedicated mobile phone, Vanke Jinxiu Riverside Butler Xu Tiantian (code name "Youdan") started a day’s housekeeping service.

Vanke Property Manager You Dan arranges express parcels for the owners (Photo courtesy of Vanke Property)

Ms. Zhou, the owner who lives in Hangzhou, will take a pair of children back to Chongqing Jinxiu Riverside for a while every holiday. At this time, the housekeeper "Youdan" became a tourist expert and made a detailed play strategy for Ms. Zhou’s family.

Butler should not only think what users think, but also have "advanced" thinking and service.

On November 8, 2023, also in Jinxiu Riverside, the housekeeper "Yuanbai" received a thank-you letter from the owner. Between the lines, it was full of true feelings.

It turned out that Mr. Huang, the owner, encountered difficulties in dealing with the protective film of cabinets. In the case that the owner offered to pay for the cleaning, the housekeeper "Yuan Bai" volunteered to take this job and used the off-duty time to help Mr. Huang tear off the protective film on the furniture for two consecutive days, which lasted for six hours.

After a long "standby" cleaner, the housekeeper "Yuan Bai" said: "The housekeeper just needs to put the owner’s demands first at all times, so that the service can be seen, known and felt. Doing things for the owners, big or small, is a challenging process, and it is a harvest to solve the small things of the owners as big things. "

Thank-you letter from the owner of Vanke Community to Yuanbai (Photo courtesy of Vanke Property)

In Chongqing, September-October is the rainy season. The housekeeper will pay attention to the weather at any time, and check with colleagues at the security port one by one whether the owner has closed the window. If not, contact the owner and close the window after obtaining the owner’s permission. And it is a small window, Vanke Jinxiu Riverside Butler "Bai Yu" harvested 16 pennants sent by the owner.