如何溝通以及客戶服務優(yōu)先外文翻譯

1、<p><b>　　中文2466字</b></p><p>　　外 文 翻 譯</p><p><b>　　原文：</b></p><p>　　How to make communication &Customer service a priority</p><p>　　A

2、s our real estate world spins eve faster, it's often a struggle to not only acquire or sell a property, but to figure out how to put the right players in place, achieve the owner's objectives and retain tenants.&

3、lt;/p><p>　　What do owners want ?</p><p>　　Simply put, owners want top managers who know their stuff. Easy enough,right? Not necessarily. When you're juggling a variety of tasks, mistakes are b

4、ound to happenrepors are late, due diligence is incomplete and tenant retention is at risk. Not surprisingly, owners and executives around the globe have strikingly similar desires in terms of how they view real estate m

5、anagers today. They are finding that many managers are not conversant in the financial performance of their properties and their c</p><p>　　So how do you make sure you are managing your properties to the bes

6、t of your ability? The following ideas provide some tips I've learned along the way.</p><p>　　Focus on what’s critical</p><p>　　We're all flooded with a seemingly endless round of "

7、dailies." There are always plumbing issues, employee concerns and tenant troubles to grab our attention. Although these problems do need to be resolved, focusing solely on them can cause us to lose sight of what'

8、;s really important-achieving the owner's objectives. I was recently asked to sit in on budget meetings as part of a consulting assignment for a small shopping center owner. The property team was in a quandary over w

9、hich capital improve</p><p>　　Real estate managers must understand that an owner's priorities can shift; mergers take precedence, new players jockey for position, generational differences arise. It's

10、 crucial to be able to keep pace with both the market and the shift in priorities of those at the top. You must be able to act and react with them.</p><p>　　If you have a child, you know that when you have t

11、he opportunity to review his or her homework, you also have the chance to re-learn things you may have forgotten-math, English or history skills. In property management, we also have an unexpected second chance to re-lea

12、rn competencies and skills, like the ability to shift focus, to be flexible and to embrace new ideas.</p><p>　　Value creation is key</p><p>　　The real estate manager's primary responsibility

13、 is to create value. However, managers do not always understand how they can impact value; the concept can often seem overwhelming. Whether your owner is planning to sell his property in the near future, or is a long-ter

14、m holder of real estate, he wants to generate and maintain value. Try to whittle the concept down into these more manageable pieces:</p><p>　　Know your property's position in the marketplace. This is cru

15、cial, as is a solid understanding of your competition. Your goal is to accurately assess the market around your property to determine whether you will be able to achieve market rents for your owner.</p><p>　

16、　Do your homework. Make sure you know your property inside out, physically and fiscally.</p><p>　　Figure out what gives your property the competitive edge. Your property may not be the newest, but it may be

17、the best. What attributes does your property have? What unique characteristics separate it from the competition? Knowing what factors give your property the competitive edge is the key to achieving higher rents. Compare

18、these factors with those of your competition using a comparison (comp) survey or grid.</p><p>　　Here's a short list of typical site attributes to get you started:</p><p><b>　　-Location

19、</b></p><p><b>　　-Age</b></p><p>　　-Building exterior</p><p>　　- Building interior</p><p><b>　　- Parking</b></p><p><b>

20、　　- Access</b></p><p>　　- Visibility</p><p><b>　　- Signage</b></p><p>　　- Tenant mix/synergy</p><p>　　- Floor plate</p><p>　　- Building s

21、ystems</p><p>　　Brokers and appraisers are an excellent sourceof market comparison information. Sample comp grids may also be found on lREMFIRST.org.</p><p>　　Customer service counts</p>

22、<p>　　To make sure your customer service is on the right track, here are four questions you should answer:</p><p>　　1. Who are our customers? Think about the myriad of requests and information you recei

23、ve on a daily basis. When you're on the run and pressed for time, it may seem like people are interrupting you. Early in my career I had the pleasure of working for Westin Hotels. My boss was a great mentor to me, an

24、d I can still remember him saying, "Everyone is some one's customer." This means everyone you come across in your daily business is a potential customer-your boss, your clients, your tenants, the ac</p&g

25、t;<p>　　2. How can we bring the company closer to its customers? People may not always agree with your message, but there is a way to convey it so they leave the conversation feeling respected. This takes practice

26、. Patrick S. Donahue, president and CEO of Donahue Schriber, a California-based retail developer, agrees, "We need to get out of our offices and talk with our customers to see what they need, and how we can provide

27、solutions to their issues."</p><p>　　As a direct example, last summer I was working on a consulting project for a small shopping center. I asked the manager to tour me around the property. After about a

28、n hour or so, we had not visited a single tenant. When I asked why, the manager responded, 'Well, I don't like (the tenants), so I try not to go into their stores much.' Take a guess at the level of communica

29、tion here: zero. Now take a guess at the level of customer satisfaction: also zero."</p><p>　　3. How can we create opportunities for superior service? Think of creating layers of opportunity. Every inte

30、raction with a client, a tenant or a vendor is an opportunity to create a relationship. Too often managers believe they only need to interact with a tenant when the lease is about to expire. Try taking a survey of your t

31、enants' preference for communication. Do they prefer phone calls, e-mails or visits? Ask how often they would like communication--weekly, monthly, never? Also, remember tha</p><p>　　4. Can we deliver wha

32、t we promise? If you've ever had to take your car to the repair shop, you know that promises mean a great deal. If the repairman promises to get your car back to you in good working order the same day, that's wha

33、t you expea. If the day comes and goes, what happens? You're disappointed. If you call and don't get an answer, or are delayed further, you become frustrated. The same is true in real estate. Nothing will sink yo

34、ur reputation, and your company's, by not following thr</p><p>　　Source: Shannon Alter，2008“How to make communication & Customerservice a priority”，CPM，nov/dec,pp.30-34.</p><p><b>

35、　　譯文：</b></p><p>　　如何溝通以及客戶服務優(yōu)先</p><p>　　由于我們的房地產(chǎn)世界發(fā)展的很快，通常來說工作不僅僅是努力的獲得或者售出房子，而且還要找出最正確有效的工作方法，以達到業(yè)主的目標并且留住客戶。</p><p><b>　　業(yè)主想要的是什么？</b></p><p>　　簡而言

36、之，業(yè)主想要的是懂得他們需求的高層管理者。這很容易嗎？這可不一定。當你面對許多任務的時候，錯誤往往不可避免，盡忠盡職也不一定是有用的，同時對業(yè)主來說也是一樣的。這一點也不奇怪，全世界的業(yè)主和經(jīng)營者對現(xiàn)在的物業(yè)管理人員有著同樣的需求。他們發(fā)現(xiàn)許多的經(jīng)理都不擅長財務管理并且他們很多人都缺乏一定的溝通技巧。大多數(shù)時間，經(jīng)理都忙于處理一些瑣事，以至于忘記了他們在這里的真正原因是為了滿足業(yè)主的需求。</p><p>　　那

37、么，你是怎樣確定你的管理能力是最好的呢？下列的觀點在前進的道路上給我提供了一些有益的建議。</p><p><b>　　關(guān)注什么很關(guān)鍵</b></p><p>　　我們都被一些看似無窮無盡的“資訊”所包圍著。有那么多的問題需關(guān)注，我們總被員工關(guān)系和業(yè)主的麻煩吸引著注意力。雖然這些問題需要被解決，但是我們還需關(guān)注那些可能被我們忽略卻極其重要的業(yè)主需求。最近，我被邀請出席

38、了一個預算會議，為一個購物中心的業(yè)主提供了相關(guān)的咨詢服務。財產(chǎn)所有者提出的資產(chǎn)改革要求可能會使得財產(chǎn)的管理團隊陷入一種進退兩難的境地。而解決這個困境的方法卻是很簡單的，那就是他們需要詢問那些業(yè)主他們的目的是否更好的管理那些財產(chǎn)。</p><p>　　一個真正的物業(yè)管理服務人員必須明白，業(yè)主需求的優(yōu)先次序是可以轉(zhuǎn)變的，要知道兼并優(yōu)先采取的立場，對于新的需求要把它們放在正確的位置上，以免出現(xiàn)新的分歧。這其中至關(guān)重要的

39、是能夠在緊緊圍繞市場和高層工作重點的轉(zhuǎn)移之間保持平衡。而你必須能夠?qū)λ麄兊男袨樽鞒鱿鄳姆磻?lt;/p><p>　　如果你有一個孩子，你知道，當你有機會檢查他或她的家庭作業(yè)的時候，你也有了機會去重新去學習那些你可能已經(jīng)忘記了的數(shù)學、英語或者歷史知識。在物業(yè)管理中，我們也有一個意想不到的第二次機會，重新學習能力和技巧，比如轉(zhuǎn)移重點的能力，變的更加靈活，能夠接受新的想法。</p><p>&l

40、t;b>　　價值創(chuàng)造是關(guān)鍵</b></p><p>　　一個真正的房地產(chǎn)經(jīng)理的主要職責是創(chuàng)造價值。然后，經(jīng)理們并不總是明白他們能夠怎樣影響價值；這個概念經(jīng)常顯得勢不可擋。無論你的老板正在計劃不就的將來出售其財產(chǎn)，或者他是一個房地產(chǎn)的長期持有人，他想要的都是創(chuàng)造和保持價值。嘗試著將這些瑣碎的概念分解成更容易管理的部分：</p><p>　　了解您的物業(yè)在市場中的地位。這是至

41、關(guān)重要的，因為這能讓你比你的競爭對手更加出色。你的目標是準確評估周圍的房地產(chǎn)市場，以確定你是否能夠?qū)崿F(xiàn)你老板的市場租金。</p><p>　　做好你的功課。確保你徹底的了解你的物業(yè)情況，包括物質(zhì)上和財政上。.</p><p>　　找出是什么讓你的財產(chǎn)具有競爭優(yōu)勢。你的房子可能不是最近的，但是它可能是最好的。你的物業(yè)有什么屬性嗎？哪些獨特的特點分別從競爭中脫穎而出呢？了解哪些因素讓你的物業(yè)更

42、具競爭力是獲得更高的租金的關(guān)鍵。使用比較調(diào)查或者網(wǎng)絡調(diào)查的方法，和你的競爭對手比較這些因素。</p><p>　　這里簡單的列出了一些典型的網(wǎng)站的列表屬性，以幫助你開始：</p><p><b>　　-地點</b></p><p><b>　　-使用年限</b></p><p><b>　

43、　-建筑外觀</b></p><p><b>　　-建筑內(nèi)部結(jié)構(gòu)</b></p><p><b>　　-停車場</b></p><p><b>　　-門衛(wèi)</b></p><p><b>　　-能見度</b></p><p&

44、gt;<b>　　-指示牌</b></p><p>　　-承租人群/協(xié)同作用</p><p><b>　　-底板</b></p><p><b>　　-建筑結(jié)構(gòu)</b></p><p>　　經(jīng)紀人和評估師是一個很好的市場比較信息的來源。樣品比較網(wǎng)絡也可以在lREMFIRST.o

45、rg上面找到。</p><p><b>　　客服服務統(tǒng)計</b></p><p>　　為了確保你的客戶服務的方向是正確的，這里有四個問題你必須回答：</p><p>　　1、誰是我們的客戶？想想你每天收到的無數(shù)的請求和信息。當你因為時間緊迫而忙個不停的時候，它可能看起來像是有人在打擾你一樣。在我職業(yè)生涯的早期，我有幸為威斯汀酒店工作過。對我來說

46、，我的老板是一個偉大的導師，我還記得他曾經(jīng)說過“每個人都是別人的客戶?！边@意味著每一個與你在你的日常工作中來往的人都是一個潛在的客戶—你的老板，你的客戶，你的租客，你的財產(chǎn)會計師，你的供應商，你的物業(yè)經(jīng)紀人。創(chuàng)建一個名單，上面列出你所有國內(nèi)和國外的客戶名字，并且把它放在一個你每天都可以看見的地方。</p><p>　　2、我們怎么樣才能使公司更接近它的客戶？人們不可能總是同意你的主意，我們要換一種方式來表達，因此

47、他們結(jié)束談話而這讓他們感覺自己受到了尊重這是需要練習的。 加州的一個零售開發(fā)商，Donahue Schriber公司的總裁兼首席執(zhí)行官Patrick S. Donahue先生就同意這一點，他說“我們需要走出辦公室，通過和我們的客戶交談來發(fā)現(xiàn)他們需要什么，以及我們能夠為他們的問題提供怎么樣的解決方案。”</p><p>　　作為一個直接的例子，去年夏天，我正在一家小商場的咨詢項目。我要求經(jīng)理帶我參觀周圍我們商場的物

48、業(yè)。參觀了一個多小時，我們都沒有拜訪一個租客。當我問他為什么的時候，經(jīng)理回答我說：“好吧，我不喜歡（租客），所以我盡量不要進到他們的商店里面去?！蔽也聹y這個層次的的溝通是零，那么現(xiàn)在我猜這個層次的客戶滿意度也是零。</p><p>　　3、我們怎樣才能創(chuàng)造一流的服務機會？想想創(chuàng)造機會層。每一個與客戶，租客或者供應商的互動都是一個創(chuàng)建關(guān)系的難得的機會。在通常情況下，管理者往往認為，他們唯一需要與租客交流的時候就是通

49、知他們租約即將到期的時候。嘗試以你的租客偏愛的溝通方式為內(nèi)容做一個調(diào)查。他們更喜歡電話、電子郵件還是親自訪問？詢問他們喜歡怎么樣的溝通頻率，是每周一次，每月一次，還是不需要訪問。此外，請記住，溝通并不一定總要很正式。我知道一個擁有25萬平方英尺物業(yè)的經(jīng)理，他每天早晨站在他的大廈的大堂里只是為了在他的租客們開始一天的工作之前迎接他們。他成功地創(chuàng)造了一個建立關(guān)系的機會，并且對他的租客們證明了他的承諾。</p><p>

50、;　　4、我們能否實現(xiàn)我們的承諾？如果你曾經(jīng)把你的汽車開到修理廠，那么你肯定知道，承諾意味著很多東西。如果修理工承諾當天就能把你的車子修理好讓你開回去，這就是你所期望的。如果你來修車當天就修好開回去了，會發(fā)生什么呢？你會很失望。如果你打電話，但是沒有得到一個答案，或者是進一步被推遲了，你會變得沮喪。在房地產(chǎn)方面也是如此。沒有什么能夠降低你和你公司的聲譽，除非你違背了你的承諾。始終保證你可以實現(xiàn)你的承諾。但是，不要停在那里，如果有可能的話