Most mistakes in building operation management can be prevented with a professional system of processes, a well-trained team, and effective technology applications. Practical insights shared by TN Property Investment and Real Estate Management Joint Stock Company (TNPM), a member of ROX Group, serve as valuable lessons for emerging property management companies in Vietnam.
Lack of Standard Procedures – The Root of Many Consequences
One of the fundamental mistakes lies in the absence of clear management procedures, especially in asset operations and resident request handling. This often results in delayed equipment maintenance, insufficient maintenance funds, and slow response to resident requests.
The lack of asset management processes leads to delayed periodic maintenance, causing rapid deterioration or chain failures, and significantly increasing repair costs. Unexpected incidents (such as power outages, elevator malfunctions, fires, etc.) could be quickly resolved if proper response procedures are in place, thereby minimizing potential damage.
Therefore, a property management unit must always develop an annual operation and maintenance plan, complete with budget allocation and specific work items. If digital transformation is at an advanced level, the management unit can apply asset management software to track maintenance history and receive automated reminders.
In reality, even with a maintenance plan and budget allocation, incorrect forecasting can leave a building unprepared for major repairs. This results in temporary "patchwork" solutions, leading to degraded building quality and directly impacting the property's value in the eyes of buyers and tenants.
TNPM Conducts Technical System Inspections at the Project Site
According to Mr. Le Cong Hoi, Technical Director of TNPM, establishing a minimum maintenance cost framework for each item helps management units stay proactive and ensures financial transparency. For companies using asset lifecycle management software, budgeting becomes more accurate and practical. These budget proposals should also be discussed in Residential Building Conferences to align with maintenance fund approvals.
Nowadays, with the strong wave of digital transformation, applying technology to diversify communication channels with customers is becoming common, including chatbots and digital call centers. However, these technologies mainly serve as information intake channels. To truly focus on service quality, a property management unit must establish mechanisms for resident feedback. The absence of response procedures for resident requests results in minor issues going unresolved, eventually leading to dissatisfaction, disputes, or collective complaints.
TNPM's experience is to implement a resident management app featuring transparent request intake, processing, and feedback. In addition, TNPM assigns clear responsibilities according to SLA (Service Level Agreement) timelines for each type of feedback.
Human Errors
A building is a physical asset, but its true value lies in how it is operated. Technicians, security staff, and receptionists are all "touchpoints" that directly impact the experience of residents and tenants. Therefore, all staff serving at the project must undergo regular competency evaluations or training to enhance situational response and minimize errors. Even a highly skilled security or cleaning staff member, if lacking in flexibility or proper attitude, can cause resident dissatisfaction and tarnish the building's professional image.
Skill Training to Enhance Customer Experience for TNPM Staff
Thus, it is essential to provide regular training on communication and problem-solving skills for all staff involved in operations management. Property management units should even periodically conduct surveys on service satisfaction to use as performance evaluation indicators—this both reminds staff and enables timely adjustments.
Meanwhile, employees lacking in professional skills and communication abilities diminish residents' living experiences, erode trust, and trigger waves of negative feedback across social media or internal community groups.
At TNPM, we have implemented a set of employee competency indicators and developed personalized training programs based on evaluation results. Each staff member has a clear career development path and is motivated through professional competitions. Furthermore, TNPM organizes skill-based contests to encourage creativity and dedication among workers.
Operating a building is not merely about “keeping things running," but is an art of managing asset value, human resources, and living experiences. Even minor mistakes, if not promptly addressed, can lead to serious consequences. A professional property management unit is one that always looks ahead, proactively mitigates risks, and continuously improves service quality—for the long-term benefit of residents, tenants, and investors alike.