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2017.08.15

Dabao Column|No annoying kid but negligent parents

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In each dispute case, there is an implicit opportunity for the company to improve their products and services. And by changing the mechanism, we should reduce the chance of making mistakes.

At Children's day, a word suddenly flashed in mind——Annoying kid Because in the early years, there are some unruly "annoying kids" on our project.

At that time, the customer satisfaction survey of Vanke Service was carried out by the group headquarters. However, the name and contact information of customers to be visited are to be provided on site. The "annoying kids" played petty trick——Those obviously dissatisfied customers will be hidden.

Paper can't be wrapped up in fire. Such behaviors would be severely punished once being discovered. Such fraudulent practices occurred in Beijing, Tianjin, Chengdu and Nanjing successively. The general managers of many branches were notified for such practices. Some of them even left the company. Even then, however, such fraudulent practices of satisfaction are not eliminated. Why?

Because we're fundamentally wrong -- This information collection mechanism has its deficiency, just like annoying kids are resulting from the absence of parent education.  

Therefore, two years ago, we changed the satisfaction survey mechanism relying on information technology——All customer information should be directly controlled by the property department. Satisfaction surveys are conducted almost daily at the call center. The "annoying kids" of the project finally grew up.

Similarly, should we take a look at our mechanism when conflicts between client employees occur frequently?

"No achievement" in the value system of Vanke Service has always been controversial. Many people believed that "No achievement" means "employee's negligence". But it exactly violates our original intention——Actually there is no annoying kid but negligent parents. The company is the parent. Debating is actually carried out afterward. "Afterward" represents that the rights and interests of employees or customers have been assaulted. And this is not the result expected by us; we should avoid such conflicts in advance by improving the mechanism. The implication of "No achievement" is company's error and mechanism error.

Therefore, in each dispute case, there is an implicit opportunity for the company to improve their products and services. And by changing the mechanism, we should reduce the chance of making mistakes.

By the way, the colleagues left Vanke Service for satisfaction survey mistake should notice that it is not a restriction for re-employment——We have formulated a better mechanism to reduce the chance of making mistakes.

Inspiration from Children's day for the adults——No annoying kid but negligent parents

Service Supervision Hotline in China4009-51-51-51

Headquarter address: No. 63, Meilin Rd., Futian District, Shenzhen, China Postcode: 518049