Analysis of centralized delivery process of property (written in 20211112)
For example, the waistline of the building blocks the lighting; The finished products in the lobby have no atmosphere on the sand table; Say a good landscape garden is just a stinking ditch; The elevator car is too small to hold a stretcher, even ordinary furniture; There are garbage stations around the house, and so on. This kind of thing is that the real information of the living environment can't be obtained when the auction house pre-sells, so it can't be screened.
Therefore, in general, there are such problems in the delivery of faster houses. If you buy an existing home, of course, there is no such problem, but existing homes are often left by others, and the house price is generally higher than that of auction houses. Unless the whole market is bad and house prices fall, you can buy another existing house. However, for ordinary consumers, unless they just need it, people who are not in a hurry to change houses or just invest in real estate speculation are generally afraid to start when house prices fall.
When the first two episodes talked about decoration, they talked about the existence of people like Fang nao. They want to enlarge the quality defects of the house in the process of centralized delivery, or hold on to some problems in the process of real estate sales, and then take this as the focus of public opinion in order to get some benefits from the real estate. As a real estate, as long as there is an unshirkable responsibility, it will generally spend money to eliminate disasters. After all, if the owner refuses to accept the house, or does something that focuses on safeguarding rights, then the later property of the property will definitely not be sold or sold well. The noisy rooms just captured the psychology of real estate, and the exorbitant prices were unreasonable.
And real estate is the meat on the chopping board? They have never been vegetarians. They will have a special research group. Distinguish these truly reasonable demands from unreasonable ones, and then smash them one by one and annihilate them quickly. Eliminate these public opinion influences in the shortest time. The usual method of real estate is to make them break up into parts and not let them mess around. Then their will to unite quickly collapsed through inducement and coercion. Of course, the premise is that there is really no big problem with your property. If there are irreconcilable contradictions, then it is futile for the gods to come. It is very likely that the sales expectation of the whole building will be ruined. Therefore, the strength of real estate is supported by good housing products. Without good products, you want to muddle through. As far as the current social legal system is concerned, it is basically impossible.
As a property, in the face of all kinds of questions raised by the owners when handing over the house, what we can do is to coordinate the answers, try to maintain a neutral attitude, and collude with the real estate to bully the people, which will definitely lead to the fate of the incident. After all, paper can't wrap fire. After all, developers rarely have any unshakable background. When there is a conflict between ordinary people and businessmen, things get worse, and the government is generally on the side of the disadvantaged. Our property can't help ordinary people to deal with the construction party. After all, the real estate belongs to Party A, so we just don't help him, at least we can't fight and sell each other.
As for centralized delivery, I have also talked about it before. Actually, it has nothing to do with the property. The consumer has already paid the bill, and now it is the real estate that delivers the house to the owner. What house inspection, house inspection, maintenance and problem follow-up should all be related to the property, not the property. But the reality is that in order to keep the previous property service contract and get more follow-up projects, the property can only provide value-added services to please the real estate. The second best thing is that even if this matter is related to the property, the property will only play an auxiliary role at most, but the reality is that the property is leading the whole delivery work. Real estate has become a partner and helper. I can't help it This is the market. We just get what we need. The overwhelming absolute advantage of Party A is an eternal theme in the current market environment, even if the law gives both parties an equal relationship status, it is in vain.
In fact, we don't need to discuss too much about such a working relationship. Now that it's all like this, we should follow the crowd. If you don't do this, others will do the same, and your living space will be ruthlessly squeezed and seriously threatened. Therefore, it is better to straighten out all kinds of work during the centralized delivery, and try to satisfy both the real estate and the owners. Although it is difficult, it is also the best test question to test the owner's ability, endurance and energy, the best way for Party A's father to evaluate your comprehensive strength and the best basis for choosing you to serve him.
I also spent a lot of energy to organize the workflow of centralized delivery. Under normal circumstances, the owner has agreed on the delivery date of the house in black and white in the contract when purchasing the house. If the property owner delays the delivery of the house due to force majeure, it will definitely go to court or lose money. Therefore, for the delivery period, the time control of real estate is very strict. Three months before the handover expires, the property will start the later handover work. First of all, the first thing is to send all the "notice of repossession" by EMS, which is very important. Lest customers didn't come to repossess the house at that time, they would say that they didn't notice the property, and then knock on the property under the pretext of "delaying repossession". Although it is really difficult for the owner to win the lawsuit, after all, when the owner signed the sales contract, the property has already fulfilled its obligation to inform. It's his business that he didn't come, which really has little to do with the real estate. However, the real estate once again issued the "Notice of Resumption of Housing", which is more about exercising a responsibility and showing an attitude.
Three months before the handover, the property management company will meet the real estate and hold a "handover mobilization meeting". Property and real estate will reverse the work during this period, and complete the preparatory work before delivery bit by bit according to the time node. What are these jobs? I choose some important things to learn and share with you.
Answer the question first. This is a very important lesson. Because in the face of the owners' questions, if the property can't be answered professionally, it is likely that a subjective wrong reply will complicate things and even ferment and worsen, resulting in a public relations incident that triggered a group lawsuit. Therefore, before the property is delivered, various issues will be collected, including planning and design, housing quality, property services, policies and regulations, charging standards, living environment, seeking medical advice, studying and looking for a job, and so on. There are at least hundreds of such questions, which need special study, training and assessment. Only those who pass the exam can take part in the house delivery activities.
Second, make "distribution documents". When the owner takes home the house, the property shall issue the owner's manual, house quality guarantee, house use manual, letter to the owner, decoration manual, owner management convention, preliminary property service contract and owner information registration form to the owner. In addition, the owner should have a house inspection list and a maintenance list when looking at the house. After the owner inspects the house, he has to close the house, go through the decoration formalities, pay the decoration deposit and garbage removal fee. At this time, it is necessary to make the decoration permit, temporary pass and decoration application form in advance. In another case, the owner is not in a hurry to move in after receiving the house, and will entrust the house key to the property management. The "key custody power of attorney" also needs the property company to prepare in advance. It doesn't seem like much money to make these documents, but the more the quantity, the higher the cost. The general practice is: the property company will find outside decorators or home advertisers to give support and sponsorship. In exchange for the advertising display of the merchants. Of course, this practice is limited to ordinary buildings with low education level, relatively underdeveloped areas and average housing prices. If it is a high-end community, it is likely to be criticized by sensitive customers in order to save this printing cost. In fact, the so-called advertising may sometimes become the chief culprit in the decline of the community and the loss of products. This requires us to make full balance and consideration.
Third, make "propaganda documents". At the delivery site, the developer should produce evidence to prove that the house is legal and compliant and rooted in Hongmiao, so as to inform the world. "Five certificates of project" is definitely indispensable. They are: state-owned land use permit, construction land planning permit, construction project planning permit, construction project construction permit and commercial housing sales (pre-sale) permit. You also need to publicize the house acceptance record form and the surveying and mapping report of the real estate. In addition, you need to prove that your charges are well known. Therefore, it is necessary to publicize the relevant documents of the price verification explanation of the price bureau, as well as the deposit method of maintenance funds, the charging standard of property fees, and the introduction of property companies. These publicity information needs to be made into exhibition boards or X-boxes, which is convenient for the owners to see at a glance, and also clarifies the frank attitude of the real estate, so that the owners can clearly understand the consumption and know fairly well. In addition, for the display form of these contents, advertisers must not be required to sponsor, otherwise the home will become someone else's, and the owners will definitely be uncomfortable. Unlike some shops making signs now, the doorways of many small shops have become propaganda positions for other people's commodity advertisements. This kind of advertisement is really clever, harmless to people and animals, and good for the boss. You can make beautiful signs without paying for them yourself. Moreover, advertisers even spare no effort to provide free umbrellas for shops and provide some practical things commonly used in business processes. They can bind their product image to these things once and for all. This wave of operation is very cunning to avoid the supervision of urban management, playing at a small angle is very beautiful. On the other hand, however, the scene of real estate delivery is completely different. In the whole scene, in addition to the advertisements of real estate, other eye-catching commercial information can be as little as possible. But this should be in addition to some commercial propaganda that someone is stationed at the scene. On the one hand, they advertise themselves, on the other hand, they provide convenience for the owners to live and decorate, and earn some money by the way.
Fourth, the confirmation of delivery schedule. This has its special emphasis. We will arrange people from different buildings, floors and areas to come and collect the house on the same day. In order to prevent the same problems from attacking, once the owners gather to defend their rights because of the same problems, the developers will be very embarrassed. Therefore, based on such risk considerations, developers will arrange such a delivery process. It can be seen that real estate is also painstaking. As for the reception number, it is best to average it every day, and try to avoid short duration, unstable workload and poor personnel arrangement.
Fifth, the preparation of atmosphere creation. When delivered to the site, it must be prosperous and show festive elements. When people move to their new homes, their owners are beaming. Our red lanterns should also keep pace with the rhythm, as well as the sanitary environment, garden sketches and the surrounding atmosphere. At the same time, the host's home must be carefully decorated, doors, handles, window glass can not be let go, and gifts. In addition, it is best to have some lucky draw activities at the delivery site, which can better reflect the cheerful and lively holiday atmosphere.
Sixth, check the access card and key. Before delivery, the keys of all entrance doors should be numbered, access cards should be purchased in place, and the access control production methods should be trained and familiar. After all, on the day of delivery, in order to increase work efficiency, we can't get stuck in these aspects.
Seventh, division of labor and grouping. There is no need to determine the specific personnel present on the delivery day, but the functions and numbers of the team members should be clearly defined. Do it because of the position. Generally speaking, there will be a welcome group, a sign-in group, a finance group, a signing group, a gift group, a house inspection group, a maintenance group, an information group, a consulting group, a public relations group, an order group, an environment group, an engineering support group, a logistics group and a leading group at the delivery site. By decomposing the functions of each group, it is ensured that all aspects of the site are considered and foolproof.
Eighth, emergency plan. This is also a very important job. All kinds of unfavorable situations should be taken into account, such as house troubles, bad weather, accidental injuries, accidents of pets, children, the elderly, fires, people trapped in elevators and so on. And concrete countermeasures should be taken, and the responsibility should be borne by people.
Ninth, personnel coordination. Before handing over the house, it is necessary to determine how many posts and personnel should be equipped on the day of handing over the house, so that the property management company can prepare support for other projects in advance. It is also conducive to the psychological preparation and work arrangement of property employees, which is convenient for the orderly connection of work and step by step.
Tenth, childbirth practice. As we all know, large-scale performances need rehearsal in advance. Especially in the Spring Festival Evening, it is often rehearsed from the beginning of the year to the end of the year. In order to ensure the orderly activities, such preview work is very necessary and necessary. In addition to the orderly promotion of normal links, emergency drills are also needed. Generally, the practice is carried out about one week in advance, so that it is convenient to have time to make adjustments and make full preparations later.
Eleventh, land reclamation before delivery. In order to create a beautiful and livable environment for the owners, the property will organize a large number of people to carry out on-site land reclamation and cleaning work a few days before the handover, and overtime work a few days before the handover has become an industry practice. The main clean places are parks, basements, floor environment and the owner's moving track.
Twelfth, introduce businesses. For merchants who decorate and sell household products, the delivery site is their lucky place. For them, every owner who comes to handle the delivery is a potential customer, and the possibility of trading is very high. Therefore, these resources are what they dream of. Naturally, a few months before delivery, they will swim in the vast ocean like sharks. The delivery information is like dropping a drop of blood into the sea, which will make them rush out. Began to approach and please the property project manager in various ways in order to get the opportunity to show up at the delivery site. In fact, under normal circumstances, there is such a demand for property. After all, bringing relevant businesses to the scene can truly serve the owners. As for the choice of merchants, there are various mysteries in it. Therefore, the superior departments and leaders of the project manager should pay special attention to this point to avoid the phenomenon that the project manager is mercenary and corrupt. Under normal circumstances, businesses that choose to stay in other places are generally brand businesses, which will also set off the quality and taste of real estate. In addition, many property companies will let banks collect property fees on the spot, which is a great advantage for property companies to collect property fees in the future. Everyone knows that collecting property fees is a headache. It is good that the on-site service is recognized by the owner. If the owners have ideas and opinions on the work of the property management company, then collecting property fees is a collapse. Although you can still get the property fee in the end, the hardships of the process are unbearable and unimaginable for laymen.
Thirteenth, focus on the preparations for decoration. After the owner took over the house, in order to live in the new house as soon as possible and pursue his own happiness, the first thing he did after getting the house key was to prepare for decoration. Therefore, at the same time of centralized delivery, our property is followed by on-site management of centralized decoration. Regarding the control concerns of centralized decoration, I have already introduced them in previous courses, so I won't repeat them here. Anyway, before the delivery, the management plan of centralized decoration should come out, and a special person should be appointed to take charge of it, and the relevant processing flow and management system should be introduced.
Fourteenth, the property organization fee. This mainly refers to the first delivery of the property, because the property service center has been running normally when the same property is developed in the later stage, and there is no need to make major adjustments to the hardware and equipment of the property service center. For the real estate delivered in the first phase, the property service center also needs to be renovated in advance to meet the standard of normal office, including daily materials, tools and clothes of various business departments on the project. This requires real estate and property * * * to make a property service center that can operate normally. At the same time, we should also do a good job in logistics support for property employees, such as dormitories and canteens.
Fifteenth, logistics links. For colleagues who come from various projects to provide on-site support, their logistics must be well guaranteed. Therefore, we must make good contact with the hotel restaurant in the early stage of delivery. If a horse wants to run fast, it must be fed and drunk first.
Sixteenth, the repair process and system. In the face of a large number of owners who come to see and accept houses, more or less quality problems or design and planning problems of houses can never be avoided. In the face of the owner's doubts, the building must have a professional chief designer to answer questions, and the maintenance team should be on standby at any time. Once the owner has maintenance needs, he can immediately send a maintenance team. After the maintenance is completed, the property management company will re-inspect, and the property engineer will evaluate the maintenance effect from the owner's point of view. Only after the re-inspection is qualified will the property management inform the owner to come to see the house again. Of course, the possibility of the owner taking over the problematic house is not ruled out here. Therefore, the idea of such a process must be clear enough, otherwise once there is a problem in repairing this key link, it will inevitably seriously affect the efficiency of delivery.
Seventeenth, the external relations department. On the day of delivery, no one was excluded, and no one made trouble and incited. We need to report to the local government departments in advance, especially to say hello to the police station. Here, we need to fully communicate with the government in the early stage and do a good job in maintaining relations. On the day of delivery, let them send the police to sit on the scene, one is to shock the troublemakers, and the other is to help maintain order on the scene. In addition, streets, communities and property departments should also say hello. They can send someone to guide the work or not, but at least let them know about it. This is a respect for local government departments and a prerequisite for the smooth development of future work.
Eighteenth, undertake the inspection. This work will be at the forefront. After the house is completed and accepted, the acceptance work will be carried out one after another. In fact, the inspection of facilities, equipment and the building itself should be a matter between the owner and the developer, but the owner is a scattered individual and can't check all of them in place, so he can only rely on the property company to accept these things for them. Of course, the possibility of owners' representatives participating in the inspection work is not ruled out. This is their right, and the property should cooperate unconditionally. However, the reality is more that property companies help owners do these things. For such inspection and acceptance work, it will definitely not be accepted without problems, but more conditional, or the property company points out problems, and the owner is responsible for rectification feedback. What our property needs to do is to record all the problems and make the process perfect. As for the rectification of real estate, we can't manage that much. But as long as there is a problem after the dispute, we can have evidence to prove that the property is in charge of this matter, with reminders and suggestions, not failing to perform their duties. Such management traces are an important way for us to evade our responsibilities.
This is what we need to focus on in the preliminary work of centralized delivery. As long as we are ahead of these tasks and complete them with good quality and quantity, we will be able to do it with ease when it comes to real delivery.
In addition, there are two points to pay attention to: the day before delivery and the day after delivery. As for the day before delivery, we should make preparations in the following aspects: first, the layout of the venue and the creation of the atmosphere. Second, the distribution documents are put in place. Third, office supplies are in place. Fourth, publicity materials display racks are put in place. Fifth, the keys are placed in an orderly manner. Sixth, the personnel are fully equipped. Seven, to support all the personnel in place. Eight, environmental sanitation all qualified. Nine, the government departments say hello and report in place. As long as the property management company puts all these jobs in place and takes a nap, the next day's work will be tense and orderly.
As for the delivery date, just follow the rhythm of the previous practice. We have done so much work in the early stage, just to deliver the venue smoothly and orderly, just to give Party A a satisfactory answer sheet ... Only when Party A's father is satisfied, mutual trust will be stronger and cooperation space will be wider in the later stage.
Well, that's the whole process before and after the centralized launch. I hope everyone can know more clearly the role and responsibility of the property management company in the whole delivery process, and help the property management colleagues to be more confident when they encounter such jobs. Through the tedious operation of the above matters, we have every reason to believe that the well-trained operation methods displayed in the process of handing over the house can better reflect the ability and quality of an excellent property owner and show the professional temperament and charm.