Human-centered service is essential in property management. How do property management services satisfy residents’ demands, and how should property management staff meet the needs and bridge the “last hundred meters” for residents in need and infuse warmth into the service? Today’s story once again highlights the proactive commitment and compassion of front-line Binjiang Property staff.

Liu Yinjun, the concierge at Hangzhou Time Melody, recently received high praise from a resident. The resident, a lady, penned a heartfelt thank-you letter, saying, “Liu Yinjun is like a ray of light breaking through the gloom. His warmth and sense of responsibility have provided me with so much genuine help.”

The resident was unexpectedly involved in a traffic accident in late June, which left her with mobility difficulties and many challenges in life. After returning from the hospital, she found it an impossible mission to even pick up takeout orders. 

After learning about the resident’s situation, the concierge Liu Yinjun took the initiative to pick up and deliver takeout meals to the resident’s home. This summer, he made at least two such deliveries each day. “Every time, Liu would bring the food to my dining room, help me to the table in my wheelchair, and remind me to eat while it’s still warm,” said the resident. Liu’s consistent and meticulous service has greatly comforted the resident during her recovery. On the other hand, on Liu’s days off, his team members would seamlessly take over his job to continue the delivery service for the resident.

For over a month, whenever the resident needed to go out for medical check-ups or errands and notified Liu Yinjun in advance, Liu Yinjun would always be waiting punctually at the door to wheel the resident out. To ensure the resident’s comfort, he handled the wheelchair with great care, slowing down on rough surfaces and adjusting angles for steps or ramps. Despite rain or heat, he was always ready at the gate to escort the resident out and wheel the resident home as long as the resident was in need.

These seemingly ordinary gestures provided great support for the resident who had trouble walking at that time. Liu Yinjun has remained committed to this approach, never finding it burdensome. With a sincere smile, patience, and a strong sense of responsibility, he has made the resident truly feel the warmth of property management services.

The Binjiang Property personnel are always ready to extend a helping hand when residents need them most, embodying a warm and selfless service spirit. In this fast-paced era, the frontline Binjiang Property staff illuminate the “last hundred meters” with their own light and protect one loving family and another with warmth and kindness, showcasing the true value of property service.