Last year, Vanke Property released a new promotional film, "Go Go, Little Yellow Shirt", focusing on a group of "housekeepers" 'trivial and warm daily services, so that more outsiders have empathy. What does the housekeeper manage? How to "manage"? What kind of butler service is good service?

On March 20, the China Index Research Institute released the industry's first White Paper on the Development of Property Stewards (hereinafter referred to as the "White Paper"), giving the answer. The white paper takes Vanke property housekeeper as a sample to conduct a thorough study of property service, and tells how Vanke Property takes housekeeper as a starting point to establish a solid link between service enterprises and residents, and how to use housekeeper as a needle to link the cohesion of building a beautiful community.

The white paper pointed out that the "happy butler service system" innovated by Vanke Property created a precedent for the industry to plan the butler service design around the whole life cycle of residential housing, which is of industry demonstration significance.

From "what to manage" to "how to manage"

Vanke's refined way of property butler service

"Housekeeper, can you help me kill the fish?" "I'm on a business trip, please go to my home to see the cat" "What can I do? I can't park my car in the parking space!"...... When Vanke property owners encounter problems, the first thing they think of is to find the housekeeper of the community.

For this reason, Vanke Property put forward the service slogan of "help the housekeeper when you need help". As one of the "five good services", it requires the housekeeper to be a smart, eloquent, warm and friendly "Ao Qingsao", and "get together" with the residents, so as to really solve the problems of the owner's life at any time.

With the increasingly diversified and personalized demands for property services, Vanke Property upgraded the butler service again. The white paper pointed out that in order to provide owners with more sophisticated and warm services, Vanke Property quantified the number of housekeepers per capita and promoted it as a standard - every 500 households were equipped with an exclusive housekeeper to provide home entry services, in-depth understanding of each household, covering all life contacts in the community.

The picture shows Vanke Property's happy butler service system

Before decoration, Vanke Property Manager shall prepare Decoration Tips in advance, indicating decoration time, location of decoration waste pool, elevator and entrance door size, property contact information, decoration precautions, etc

Before moving, the housekeeper will set up a moving streamline in advance, collect important information such as moving streamline, basement height limit, elevator size, large garbage dumping place, and make an electronic version to send to residents

Vanke Property has formulated 11 services for vacant houses. No matter whether residents live in the community or not, the housekeeper will regularly clean leaves, ventilate, close doors and windows, and report the status of vacant houses on a regular basis, if allowed.  

With the intention of residential space service, Vanke Property Steward has settled diversified service contents in different stages such as moving, anniversary of delivery, decoration, vacancy, etc. around the whole life cycle of the owner's house, forming the Moving Guide, List of Service for Anniversary of Delivery, List of Surprise Services for Customers at Critical Moments, List of Surprise Services for Vacant Houses And a series of standard services, providing a model for the service innovation of the property industry.

The picture shows the surprise service provided by Vanke Property Manager for the vacant house: furniture dust cover, doorbell camera

From daily service to surprise service

Vanke Property's "golden idea" has been followed

Zixuan, the housekeeper of Changchun Yuetanwan Community, learned from the customer's visit that the owner's 3-year-old child repeatedly coughed and had fever due to the spring flu, and the owner's family was anxious. She always cared about the child's situation, comforted the owner and actively helped the owner to do something within her ability, which greatly alleviated their anxiety and anxiety. Through communication with customers, she learned that Lego building blocks can calm children's minds, reduce strenuous exercise and help them recover. Therefore, the housekeeper not only bought Lego toys for the children, but also recommended this method to the owners. The owners were deeply moved by the housekeeper's care and dedication, and they realized that the housekeeper was not only a service provider, but also a friend who genuinely cared about their family happiness.

There was an owner with high paraplegia in the Fosang project of Dalian Vanke Jade Metropolitan Chamberlain. One day, the owner's wife had an emergency and needed to be sent to the hospital. However, when passing through the civil air defense passage of the underground garage, the electric wheelchair was faced with a huge problem of threshold blocking. The chamberlain took immediate action to purchase and install four slopes to facilitate the owner, So that he can travel smoothly. The owners sincerely thank the butler for his dedication.

The picture shows Vanke property steward delivering surprise service to the owner

"Provide help to the owners in need within their power." Vanke Property said that, in addition to daily services, the "surprise service" has covered 1869 communities and touched 15058 owners.

Vanke property manager has worked hard for every surprise. It is understood that they pay close attention to the owner's age, gender, interests, living status and health, provide personalized services for different groups, plan creative community activities, accompany the empty nest elderly, escort children out of school, create a sense of birthday ceremony for the owner, and gradually form a professional housekeeper team to develop a set of surprise services.

For example, Vanke Property has released the industry's first "Empty Nest Elderly Property Service Guide", which subdivides services according to the elderly groups of different ages, and sets the 9th day of each month as the "No.1 Special Line Action" to quickly respond to the life needs of empty nesters; Accompany the empty nest elderly, one-on-one teach the elderly how to use mobile phones online; Hold "sunset red" community activities to help the elderly build a social circle and get out of the loneliness of empty nest.

The picture shows Vanke Property Manager providing caring services for the elderly

Every summer vacation, Vanke Property Stewards Association organizes the "All Things Children's Walk" summer camp course, so that children in the community can enrich their summer vacation time, get to know their peers, learn while playing, increase their knowledge and broaden their horizons. It is understood that this activity has been carried out for 8 years, and 70000 children have participated in it. It is the largest and longest child growth activity in the community in China, and has won the recognition of community owners.

According to the white paper, in order to effectively control the occurrence of abnormal deaths in the service space, adhering to the original intention of reverence and respect for life, Vanke Property has successively introduced AED (Automatic External Defibrillator) equipment in the residential communities it serves, and Vanke Property has carried out courses and practical exercises on cardiopulmonary resuscitation emergency rescue for front-line customers such as property stewards and security personnel, By the end of 2023, Vanke Property has configured 1715 AED devices in more than 933 projects nationwide, successfully saving the lives of owners for many times.  

From passive service to active innovation, from daily service to surprise service, and from surprise service to standard service, Vanke Property, with its original butler service system, has set a model and benchmark for the entire industry and set a new service model in the wave of change in the property service industry.