首页－首页 - 物管论坛

<h2 style="margin: 0pt 0pt 10.5pt; text-indent: 0pt; border-bottom: 1pt solid #e7e7eb; padding: 0pt 0pt 7pt; text-align: center; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"></h2> <span class="15" style="font-family: 宋体; color: #434243; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">住房城乡建设部房地产市场监管司副巡视员  陈伟   <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> 日前,经住房和城乡建设部批准，由中国建设报社主办的2018首届中国新时代物业服务3·15论坛在京顺利落下帷幕。论坛以“消费者的力量”为主题，首次从C端客户出发，以客户的视角和体验探索新时代物业服务行业的创变与发展；首次在行业里将物业企业，业主，政府三方聚在一起，探讨如何共商、共建、共治社区管理，为引领行业回归初心、重塑行业新风范掀开了崭新的篇章。在本次论坛中，住房城乡建设部房地产业市场监管司副巡视员陈伟的精彩演讲，几度掀起会场高潮。应业界要求，现将经陈伟本人梳理完善后的演讲内容奉献给大家。 <p class="MsoNormal" style="margin: 0pt; text-indent: 0pt; padding: 0pt; line-height: 19.2pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span class="15" style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">开场白: <span style="font-family: 宋体; color: #323333; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">为什么用“信任的力量”作<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">为今天演讲的主题呢？我想，经过一天漫长的论坛，在夜幕来临之前依然耐着性子坐在这儿聆听的朋友，一定有一种力量支撑着你们，这是一种什么样的力量呢？——信任的力量！<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">因此，首先要感谢大家的信任。这不仅是对论坛主办方的信任，我自作多情的以为，这也是对陈某的信任。<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">以人民为中心，这个当今最神圣而庄严的誓言，在物业管理语境里的最确切表达，就是“以消费者为中心”。“以消费者为中心”——这是我们应当有的政治站位，是物业服务企业始终不渝的职业追求，是全体物业管理者孜孜以求的理想境界。<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">然而，如果我们回到现实观察，就会发现，当今物业管理市场的现状是喜忧参半的，似乎用那句大家都耳熟能详的歌词来形容再贴切不过了——让我欢喜让我忧！<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">虽然没有哪一个行业能够不受到消费者的非议和指责，但还没有哪一个行业像物业服务业这样在如此漫长的时间里受到如此广泛的消费者的非议和指责。从行业诞生至今，不论男女老少，还是白领蓝领，消费者的指责就没有中断过。<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">没有办法！谁让我们的物业服务覆盖了最广泛、最多样的客户群体？谁让我们的物业服务涵盖了全方位、不间断的物业时空？谁让我们的物业服务合同的期限长达一年、二年甚至五年、十年？<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">面对消费者的非议和指责，我们可以姑且理解为：爱之深，忧之切！<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">消费者抱怨商家天经地义，而商家抱怨消费者似乎不合常理。手机用户抱怨通信运营商，食客抱怨餐厅是常态，反过来则是例外。<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">据我观察，还没有哪一个行业像物业服务业这样如此持久且广泛地抱怨消费者的不成熟和不规范。于是，便会出现这样的奇葩现象：物业服务企业在不停地服务的同时不停地抱怨，在不停地抱怨同时不停地争夺市场……<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">这真是一种剪不断，理还乱的爱恨交加、相爱相杀的复杂情感啊！<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">信用体系建设是重构物业服务市场监管机制的方向和目标，但当前面临着“外在约束缺乏”和“内在动力不足”的双重压力。虽然一些地方进行了初步尝试，但“路漫漫其修远兮”，信用监管机制的建立和完善，绝非一日之功！ <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">客观理性看待当前的物业管理市场，正确的态度应当是：<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">不因爱而溢其美 不因恶而增其丑<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">中国社会科学院2013年的一项社会心态调查显示，中国社会总信任度为59.7，且呈下降的趋势，全社会信任危机严重，物业管理领域概莫能外。<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">重塑信任的理念基础是什么?<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">“行有不得，反求诸己。”退一步海阔天空，如果各方市场主体都能够摆正位置，转变观念，换位思考，设身处地为对方着想，彼此之间的信任又何尝不能建立起来？！<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">企业：没有劣质的客户，只有劣质的服务。<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">我们的企业应当牢记客户上帝法则：第一条：客户永远是对的！第二条：如有异议，请参照第一条！<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">正是挑剔的消费者，造就卓越的服务者。没有严苛的需方，就产生不了伟大的供方。消费者的不满和抱怨，是企业生存发展的无形压力，更是服务者砥砺前行，不断进行自我革命和产品更新的不竭动力！<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">业主：没有优质的客户，就没有优质的服务。<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">我们的消费者应当理解三方决定理论：高水平的物业服务，是优秀的物业服务企业、负责任的开发建设单位和遵守公共道德的业主三方面共同努力的结果。<span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"> <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">  <span style="font-family: 宋体; color: #3e3e3e; letter-spacing: 0pt; font-size: 12pt; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">物业服务的品质，不仅取决于开发企业的素质，物业服务企业的素质，同样也取决于消费者的素质。业主（使用人）居住使用物业的文明程度和对公共管理规则的遵守程度，直接影响到物业服务的效果，很难想象在缺乏高素质的业主配合之下实现管理服务高水平的可能性。<span style="fo