In 2018, Liang Fu Group established a subsidiary, RDM Property, which achieved a turnover of over 100 million yuan in just 5 years. In 2024, it even achieved a 100% renewal rate, becoming the fastest-growing property company in Taiwan in the past four years. Fast company.
Property management companies are primarily responsible for managing the operation and maintenance of residential buildings or communities. When RDM was founded, it targeted the luxury home market and extended its services to include celebrity chefs in hotel and stylists making appointments at home.
The most surprising thing is that these achievements all come from the company's only business - deputy general manager Chen Yiting. "The way I run my business is to 'make friends', not 'do business.'" This sentence explains how she stands out in the highly competitive property management industry.
After ten years of cultivating connections, I won my first big case.
Back in 2019, when she first joined RDM, Chen Yiting didn't have a single case on her hands. However, a phone call from an old customer changed everything.
She recalled that before she officially joined RDM, a property owner she had worked with before called to ask for brand recommendations for bath towels and supplies. "It was only through chatting that I learned that he had a new mansion to be completed."
Chen Yiting took the opportunity to recommend her own property brand, and just like that, she successfully won the case of Tamsui's iconic luxury house "Dayin Fengyinghai". This ten-year-long network of contacts marked her first milestone in the new company.
The transaction logic that sounds natural is behind the bankbook of connections that she has put in a lot of effort to manage.
Tell the client "Don't spend all your budget on me" and find the best of both worlds
Let's dig deeper. For Chen Yiting, what does "making friends" mean instead of "doing business"? The answer is that every time she interacts with someone, she does not use "deal" as the criterion. Instead, she considers whether she can help the other party.
Chen Yiting said that sometimes she clearly knows that the client's budget is not enough, or the client thinks that the company is not well-known enough, and the chance of getting the case is very slim. "I just go to the briefing and let them leave an impression. If there is a suitable case in the future, they will think of me."
She believes that in order to maintain or even deepen connections, she also needs to create exposure opportunities that are not limited to herself, and even being a free consultant is worth it.
When discussing a case, she will first capture the outline of the main residents. If most of the buyers are young people, she can think about how to make changes in the public facilities, such as setting up a sport bar for drinking and watching sports events in the evening; if most of the buyers are young people, It is a three-generation family living under one roof and will provide plans for birthday parties for children and grandchildren. "They will know that I am paying attention to their needs."
In addition, she will even evaluate how effective the other party is when they cooperate with her, and whether they can maximize their effectiveness. For example, the management committee has an income of 200,000 yuan a month and plans to spend 150,000 yuan to buy property management services. "If you think about it, if they have 50,000 yuan left, they still need to save money, repair elevators, and perform maintenance. How can they have enough?" "
Chen Yiting told the management committee, "Don't spend all your money on us." After hearing this, the other party said, "After looking at so many properties, you are the first person to help me think about the future."
"The success factor is that I will look at things from their perspective. I don't want to impose the solution in the briefing, but look at the other party's income and expenditure situation and the services I can provide. Which one can get the best of both worlds?"
After successfully winning the case, Chen Yiting and even the management committee of each property will personally participate. She counts herself. In the past six years, she has held 60 annual management committee meetings with clients. "I have not been absent once. I can even meet with the new management committee until 3 o'clock in the morning."
She believes that in order to maintain customer relationships, she must be hands-on and not seek quick results, so she can focus on the service quality of each case and establish long-term cooperative relationships; in the long run, a good service reputation will bring more customers.
You need to know what time your child goes to bed and what they like to eat, and maintain a renewal rate of over 90%
Most of the cases RDM has received are management committees that have been established within 5 years, and the oldest one has only been established for 10 years. Compared with other luxury homes that have been completed for more than 20 years, they will be more willing to accept changes and work together to manage the living environment. .
Her business method is to improve the quality of the residents of these luxury homes from all aspects of life and gain high satisfaction.
Many of the guests of luxury homes are well-known people in society. Safety and privacy are the top priority, so control personnel need to be more cautious when entering and exiting. Chen Yiting gave an example of a luxury home that could have had food delivered directly to the doorsteps of residents. However, she noticed that some residents decided to move out due to a lack of privacy.
After getting the case, she immediately purchased a luggage trolley and picnic basket, and asked the management staff to deliver packages and meals to the residents' doors. "Some residents don't want to show up, so the picnic basket can be placed on the floor without worrying about getting dirty or dirty." The smell is overflowing. "The improvement of a small area will not increase the cost too much, nor will it require more manpower.
In luxury home management, it is also necessary to have a deep understanding of the living conditions of each household. For example, if a household has a newborn baby, when delivering a package, you must know that the baby may go to bed between 2 and 4 o'clock, so you must not go up and ring the bell at that time. "I want to be able to do my best to remember the habits, thoughts, and population of each resident, including when the child was born, how the resident likes to be called, and what he likes to eat."
Standing on the customer's side is an indispensable principle in business capabilities, including blocking customers' tight budgets, providing consultation, etc. Chen Yiting believes that although these methods may not necessarily guarantee results, they can create high stickiness and ensure that every Each case is done deeply and for a long time.
