Recently, Beijing Lianjia has launched its first peace of mind service commitment for homeowners, covering the core aspects of property entrustment, display, and exchange. By setting stricter and more professional service standards, it continuously improves the service capabilities of brokers, meets the high-quality and personalized needs of homeowners, and enables homeowners to have a better experience throughout the entire sales process. This is also another upgrade of Beijing Lianjia Anxin Service Commitment, with thirteen commitments that can provide stronger guarantees and higher quality service experiences for both buyers and sellers.
Beijing Lianjia launches four reassuring service commitments for homeowners for the first time
Standardization of professional services makes homeowners more worry free
Recently, the transaction cycle of China's real estate market has been prolonged, and for homeowners, the importance of sales strategies has become increasingly prominent. They need more professional decision-making advice in order to adjust their sales plans in a timely manner and respond to market changes. According to a survey conducted by Beijing Lianjia, homeowners generally have higher requirements for brokers, hoping that their brokers can provide more professional and warm services. To this end, on November 1st, Beijing Lianjia launched a commitment to providing peace of mind services for homeowners, making it easier for them to sell their properties.
In response to the viewing process of the sold houses, Beijing Lianjia has launched a "100% compensation for exceeding the viewing feedback" clause, promising owners that the property maintenance agent will provide feedback on the viewing situation within 48 hours after the customer sees the house. If the owner does not receive feedback within the promised time limit, Beijing Lianjia will compensate the owner 100 yuan each time. In addition to setting the "standard line" for feedback timeliness, Beijing Lianjia has also standardized the feedback content, requiring brokers to provide at least five key elements that homeowners are most concerned about, including customer intentions, recent transactions in the community, etc. By ensuring feedback timeliness and improving feedback quality, it provides homeowners with more timely and comprehensive feedback.
In the housing display section, Beijing Lianjia has introduced a "compensation of 100 yuan if the housing is taken down without permission" clause, promising owners that the housing maintenance agent must obtain the owner's permission before adjusting the presentation of the housing. If changes are made without the owner's consent, Beijing Lianjia will compensate the owner 100 yuan each time, ensuring that the housing is presented and making the owner feel more at ease during the sale process.
At the same time, Beijing Lianjia has also introduced a "replacement clause if a dedicated person is not satisfied with the property maintenance agent". If the owner is not satisfied with the property maintenance agent, they can request a replacement agent, and Beijing Lianjia will replace the agent for the owner within 24 hours. As of the end of November, Beijing Lianjia has replaced property maintenance brokers for 33 homeowners, providing them with a better service experience.
Renting without commission saves costs, making the replacement experience smoother for homeowners
At present, in real estate transactions in Beijing, the majority of people are those who sell one and buy one for exchange. During the period from selling and delivering the house to moving into the new one, many replacement homeowners still face the challenge of renting. In order to help them smoothly pass the replacement cycle, Beijing Lianjia fully offers discounts and offers a "commission free replacement rental" promise. Within one year, chain single owners who sell or buy houses through Beijing Lianjia can enjoy a commission free rental offer once if they rent a house through Beijing Lianjia within six months after the house is delivered. Eligible homeowners can submit a service guarantee performance application to Beijing Lianjia Rental Broker before signing the lease agreement.
For example, Mr. Wang sold a one bedroom apartment through Beijing Lianjia in October 2024 and purchased a small three bedroom apartment in November, completing a chain of sales and purchases. The house he is selling is expected to be delivered on February 1, 2025. If he signs a lease agreement with Beijing Lianjia between February 1 and July 31, 2025, which is within six months after the delivery of the house, Mr. Wang can enjoy full exemption from rental commission. Since the promise was launched one month ago, as of the end of November, 90 homeowners have enjoyed the discount, saving a total of 460500 yuan in replacement costs. At the same time, it has made the transition from selling, buying, renting to moving into a new home smoother, improving overall replacement efficiency.
Adhere to the principle of 'being good to consumers' and explore the upper limit of quality services
The process of real estate transactions is complex, and consumers will face various uncertainties. The essence of Beijing Lianjia Anxin Service Commitment is to provide a fallback solution for consumers' pain points in real estate transactions, using real money compensation to increase consumers' sense of security and certainty. Over the past decade, with the development of the market and changes in consumer demand, Beijing Lianjia Anxin's service commitment has been constantly upgraded and iterated.
The launch of this homeowners' peace of mind service commitment is also the first upgrade of Beijing Lianjia's focus on homeowners' services. By establishing homeowner service standards, regulating the service behavior of brokers, reducing the variance of service levels among different brokers, and ensuring the quality and experience of homeowners' services. At the same time, this upgrade will expand the scope of protection from customers to both parties, extending the protection content from transaction security after signing to service experience before signing, further improving the protection chain. After the upgrade, Beijing Lianjia has a total of thirteen peace of mind service commitments. As of the end of November 2024, a cumulative refund and advance payment of 1.377 billion yuan has been made, ensuring the safety and experience of 31126 real estate transactions.
From being the first to propose the "no price difference" policy in 2004, the industry's first "real housing" policy in 2011, and upgrading to "water leakage warranty and compensation" and other peace of mind service commitments, to now establishing a contracted service center and launching a peace of mind service commitment for homeowners, Beijing Lianjia actively enhances consumer service experience while ensuring the safety of real estate transactions. Hao Yufeng, Vice President of Beike Group and General Manager of Beijing Lianjia, said, "Being good to consumers is the original intention that Lianjia has always adhered to. In the new era of living, Beijing Lianjia will be guided by quality first services, innovate more products and services that meet consumers' expectations, continue to explore the upper limit of quality services, and lead the industry towards a new stage of higher quality and more focused consumer service experience. We hope that the existence of Lianjia can bring a little difference to consumers, brokers, industries, and society in Beijing