万科的理想－万科物业Vanke Property

狼毒花

万科 物业　Vanke Property

万科的理想，不仅在于建造优质住宅，更重要的是让业主在社区享受到属于万科的生活品质。因此，从初涉房地产行业起，万科便决心发展自己的物业管理。The ideal of Vanke is not only to build high quality housing residences, but to ensure the owners enjoy the high life quality of Vanke. So, Vanke decides to develop his own property management from the beginning.
从1992年成立第一家物业管理公司以来，万科物业始终坚持“全心全意全为您”的服务宗旨，运用超前的管理理念和创造性的思维，不断探索物业管理的新模式。Since the first property management company was built in 1992, Vanke Property always persisted in the serve tenet of “serve you by heart and soul”, continuing to explore new mode of property management by applying advanced management idea and creative thought.
在万科社区中，建筑不是脱离生活而存在的。万科物业从人性化角度出发，带来24小时的全天候服务、客户满意的服务意识、多重安防的安全保证、四季如春的绿化管理、全面维护的设备保养、方便快捷的维修服务、个性特色的管家服务、温馨宜人的生活氛围、绚丽多彩的社区文化……The architecture is not divorced from life in Vanke community. From the consideration of human nature, Vanke Property brings you 24 hours' full serve, satisfied serve consciousness, multiple safety guarantee, spring like virescence management, comprehensive equipment maintenance, convenient repair serve, personal characterized chamberlain serve, warm and delightful life atmosphere, colorful community culture, and so on.  
作为国内物业管理行业的知名品牌，万科的物业管理经十多年发展，业已成为万科地产最具竞争力的武器之一，受到万科的业主和行业的广泛赞誉。As a famous brand in domestic property management industry, Vanke property management has become one of the most competitive weapons of Vanke through more than decade’s development, and come under abroad recognition from the owner of Vanke and property industry.

片段一：您满意，我们放心
某日，正在做特约服务的保洁员鲍丙望无意中听某业主因污垢过多而想更换马桶。他主动征求业户是否可以由他尝试清洗，再换不迟。经过小鲍两个多小时的努力，污垢终于全部洗净。当看到焕然一新的马桶后，业主惊喜地拍着小鲍的肩膀，并表示要给予物质上的奖励，而小鲍微笑着说："不用了，我们的工作就是要让您满意。"
Segment 1: To make the owner satisfied
One day, when the cleaner Bingwang Bao was doing his job, he unconsciously heard that an owner was planning to change the closestool because of overabundance of dirt. He asked the owner forwardly to let him do the cleanout before deciding to change it. The owner agreed. And after 2 hours’ work, the dirt was all cleaned out finally. When the owner saw the brand-new closestool, he beat the shoulder of Bao happily, and said he would give Bao some material encouragement. But Bao smiled and said,“you are welcome, the purpose of our job is to make you satisfied.”

片段二：雨中卫士保安全
04年9月，沈阳万科花园新城安全员包凯正在夜间巡视，忽然发现一辆车的车窗没关，车内还放有手机和手提包等物品。仔细回想后，他确定了业主，并立即通过对讲机请控制中心与业主取得联系。当时天上下着大雨，包凯打着伞在车旁等候，半个多小时后，业主才赶到，看到包凯站在雨中，全身都被淋透时，该业主感动不已。
Segment 2: The make the community a safer place for the owner
One night in September 2004, when the security man Kai Bao was patrolling in Shenyang Vanke Garden New City, he suddenly found that there was car with cell phone, handbag and other things in it, but windows unclosed. He thought carefully and finally confirmed the owner of the car, then he called the control center with his interphone immediately, and asked the control center to inform the owner. It was raining heavily at that time, but Bao hold an umbrella and stayed by the side of the car, waiting for the owner to come. More than half of an hour past, the owner came finally, when he saw Bao standing in the rain with all clothes wet out, he was deeply moved by the scene.

片段三：脏点累点怕什么，只要业主方便
03年4月，北京万科城市花园紫竹园某业主反映自家马桶不能排污。维修工王双青检查后发现是水泥块堵住了马桶，解决的方法只有拆装。当时，水泥块里含着粪便，王双挽起袖子就干。事后业主十分感动，并在《给万科的一封信》中写道：他虽平凡，但解决了我们一直没有解决的问题，这样的员工，让我们业主非常满意。
Segment 3: To make it more convenient for owner
One day in April 2003, an owner of Beijing Vanke City Garden reflected that his closestool did not work. The repair man ShuangQing Wang came and checked the closestool carefully, he found that the closestool was plugged up by pieces of cement, the only way to resolve the problem is to dismantle it. Wang rolled up his sleeves and began to do his job, without regarding the dejection in the closestool. The owner was deeply moved by that, and wrote a letter to Vanke, it said, “though Wang is a common people, he solve the problem that we do not solve for a long time, we are very satisfied with that.”

片段四：专业服务 规避风险
2003年10月，深圳万科四季花城安全员林亮接到信息：银桦苑一住户钥匙忘记拔了，还挂在门上。通过努力查找，林亮找到该业主工作单位的电话，经询问该业主不在公司上班，但从其朋友那里得到了该业主的新手机号码，几经周折，他终于联系上了该业主。最后事情得到了完满的解决，万科物业的规范管理也让业主信服。　
Segment 4: Professional serve helps to elude risk
One day in October 2003, the security man Liang Lin of Shenzhen Vanke Wonderland received a message: a tenement in Yinhua Garden forgot to pull out the key, and the key was still hung on the door. Lin tried his best to find out the owner’s unit telephone number, but when he called he was told that the owner was not on duty, but he got the owner’s new cell phone number there, and contacted with the owner finally. The problem was solved perfectly at last, and the owner was quite satisfied with the management of Vanke Property.

片段五：想妙计，手机重回主人手中
04年10月，安全员钱德强在小区内例行巡查，发现一部手机，但四周无人。突然，他灵机一动：“我们不是有业主通讯录吗？通过来电显示就可以找到失主了”。核对后，他终于找到了手机的主人，当钱德强把手机送到主人手中时，业主感到非常惊喜，紧握着小钱的手说：“真的太感谢了，真没想到你们能帮我找回手机。”
Segment 5: To send the lost cell phone back to its owner
One day in October 2004, when the security man Deqiang Quan was patrolling in the community, he found a cell phone on the ground, but there was no body around. Quan thought,“we have the owner’s address list in hand, so we can find out the loser through the incoming telephone number”. So Quan checked out the address list carefully and found out the loser finally, then he sent the cell phone to the loser by himself immediately. The owner was very surprised and happy about that, he tightly hold the hands of Quan and said, “it is really unbelievable that you find the cell phone for me, many thanks for you!”

片段六：服务至诚暖人
03年2月4日凌晨，南京万科金色家园一位业主的父母从沈阳来到小区，由于老夫妇不记得楼栋号，便不知所措了。安全员陈德志了解了情况后经过管理处一栋栋的核对，终于查出准确的业主信息。两位老人感动得热泪盈眶，激动地说：“走过这么多的地方，还很少见到有像万科这样热情、周到、乐于助人的服务人员。”
Segment 6: To warm the owner with sincere serve
On the morning of 4th  Februrary,2003, an owner’s old parent came to the Nanjing Vanke Golden Garden from Shenyang, but they were at a loss because they forgot the building number. When the security man Dezhi Chen knew that, he went to the management department and checked the building one by one, finally he found out the exact information of the owner. The old couple were moved to tears and said excitedly,“we have been to so many places, but seldom met so enthusiastic, thoughtful and  accommodating service man like Chen.”

片段七：真诚相助，无怨无悔
04年7月，深圳万科彩园某业主满身的酒气踉踉跄跄地回来了，安全员蔡维清对酒有过敏反应。但看到业主需要帮助，小蔡便慢慢扶着他往前挪。突然，业主“哇”的一声吐了起来，小蔡强忍着将业主送到家，业主太太要小蔡进屋喝杯水休息一下，但小蔡婉然谢绝，在把业主扶到沙发上后，他即刻返回自己的工作岗位。
Segment 7: To serve the owner without any complaint
One day in July 2004, the security man Weiqqing Cai of Shenzhen Vanke Color Garden saw an owner was staggering back on the road with all over alcohol smell. Cai was sensitive to alcohol, but when you saw the owner need help, he ran over and hold the owner to move forward slowly without any hesitation. Suddenly, with a “vow” the owner vomited violently, but Cai tried to tolerate that until to the house of the owner. The wife of the owner invited Cai to have a cup of water and have a rest, but Cai declined with thanks, and returned to his own position immediately.

片段八：任劳任怨、一丝不苟
某年冬天下午，保洁员时亚静发现地上有装修掉落的水泥块后，毫不犹豫地回到保洁班，取出清洁工具，在零下30摄氏度的环境下顶着风雪用小铲子将通道上的水泥一点点的清理掉，她就这样默默的进行着直到把它擦干净。事后装修业主得知事情真相后，万分感慨地说“万科能够培养出这样的员工，真为你们感到骄傲和自豪”。（删除）
Segment 8: To serve the owner with meticulosity
In the afternoon of some winter day, the temperature was -30 centigrade, but when the cleaner Yajing Shi found that there was some piece of cement dropped on the corridor ground, she went back to the cleaning room without any hesitation to bring some cleaning tools, then against the wind and snow, she began to clean up the cement one by one, but finally the cement was wiped up completely. The owner was deeply moved by that, and said, “we are really proud of Vanke, they foster so good employee like Shi.”

片段九：全心全意为业主
上海万科西郊花园别墅小区的垃圾桶在使用上存在不便，保洁员陈道武看到后，提出改进建议方案，使垃圾桶更具人性化与实用性。管理处对于这个建议非常重视，经过研究讨论后，对小区所有的垃圾桶进行了统一的更换。这一小小的举动，让住户由衷地感到了万科物业确实是在全心全意为我们着想。
Segment 9: To serve the owner by heart and soul
There was a little inconvenient for the owner to use the ash-bins in Shanghai Vanke Xijiao Villas. When the cleaner Daowu Chen knew that, he brought forward his suggestion of making the ash-bins with more human nature and practicability. The management department paid great attention to the suggestion, they studied and discussed on the issue carefully, and finally decided to change all the ash-bins uniformly. Through this small act, it makes the tenement feel unfeignedly that Vanke Property is really serving them by heart and soul.

片段十：小区里的“大管家”
万科物业员工刘治国经常会提出一些对工作有改进的新方法、新思路，为业主解决实际困难。记得有一位老大爷双腿残疾，由于台阶处没有设计残疾人坡道导致回家不便，刘治国建议增设残疾人坡道。很快，他的建议被采纳并实施。类似被采纳并实施的好建议不胜枚举，业主们都说：“有小刘在，什么事都不用我们操心了”。
Segment 10: The majordomo in the community
Zhiguo Liu is one of the employees of Vanke Property, he always brings forward some new method and thought to improve the efficiency of work and help the owner solve practical difficulty. As we remembered, there was an old grandpa in the community whose both legs were handicapped, and because there was no handicapped ramp on the step, it was very inconvenient for him to go home. When Liu knew that, he suggested the management department to set up a handicapped ramp on the step. His suggestion was soon be accepted and put in practice. There are too many similar examples to be listed, the owner always say, “because of Liu, we don’t need to worry about anything at all.”

小精灵

服务暖人心啊，

薇动影浓

主要还是想到把人的潜力最大发挥出来，万科有一批这样的员工成就万科的辉煌！