Harmonizing differences
At 8 pm, a common Zalo chat group of building S2 suddenly appeared with a message reflecting noise from the apartment above. Just a few minutes later, many comments began to follow, the atmosphere gradually became tense. Instead of letting the story go far, the Management Board quickly got involved, contacted the parties separately and played the role of intermediary so that the exchange would not turn into prolonged conflict. That was just a small slice in the daily work at Sapphire - Goldmark City area.
According to representatives of TN Property Management Joint Stock Company (TNPM): each modern apartment building is a miniature society. There are young families, elderly people, businessmen, foreigners, calm people and even hot-tempered people. Complaints in apartment buildings are also very diverse from noise, pets to service fees... Each complaint carries emotions and the desire to be handled satisfactorily.
And the building management board is the first place to receive them. The specific nature of the job requires each operating staff to practice many important soft skills: listening without judgment, being patient with harsh reactions, maintaining neutrality when standing between the parties and being calm enough to handle crises. Because in the apartment environment, where thousands of people live together, coordinating interests, harmonizing differences and maintaining harmony in the community is sometimes even more complicated than handling technical issues.
Also according to a representative of TNPM, the biggest pressure for operators is standing in the pressure of residents - investors - contractors. Each side has a different perspective, a different expectation, to maintain balance requires bravery and understanding.
With experience in managing and operating in many apartment buildings and large urban areas across the country, TNPM has gradually built a system of standard processes and codes of conduct and sees it as a foundation to ensure synchronous service quality between projects. In parallel with that, the business focuses on training a team of personnel who are not only skilled in technical expertise but also proficient in communication and handling practical situations.
Thanks to this, professional values do not only stop at the process but are present through each specific action every day.
A sanitation worker picked up a resident's wallet. She immediately handed it over to the security department to find the owner. When an elderly resident struggled with a heavy box in front of the lobby, the security guard quietly stepped forward, helping to bring it into the elevator before returning to his duty position. In a sudden rainy afternoon, umbrellas were opened in time, bringing residents from the car to the dry lobby. The water stains on the lobby and under the basement were quickly wiped clean to avoid slipping.
Just small actions but enough to build trust in the kindness, responsibility and dedication of service providers with all their hearts.
Building a cohesive community
According to sociologists, the increasingly hurried pace of urban life makes many people living in the same building rarely know each other's names, and have never even talked to their neighbors. Apartment buildings therefore easily become convenient places to live, but lack emotional connection.
According to representatives of TNPM, to revive the spirit of "neighborhood" in apartments, if we only rely on naturalness, it is very difficult and very long. There need to be well-organized "touch points" so that residents have the opportunity to step out of their private space and meet each other more often.
Community activities from the Mid-Autumn Festival, the Tet banh chung wrapping program to exchanges, residential fairs... are catalysts for everyone to share and understand. When young children play in the yard, when adults gather around a pot of steaming banh chung, invisible distances gradually narrow.
In urban areas managed by TNPM, that spirit is concretized by many diverse programs: races to encourage healthy lifestyles, swimming competitions for children, book fairs to spread reading culture, activities "exchange garbage for trees" to promote green living awareness.... Besides, a series of seasonal events such as Children's Day, Mid-Autumn Festival, Lunar New Year... are organized regularly, creating a familiar community rhythm.
Behind the stable operating pace of each building are the persistent efforts of the silent people in the management board. Not only operating the building, they also contribute to nurturing a warm, civilized and humane community so that residents feel truly belonging to it.
