The Trouble With in-House Review Response
Multifamily property managers are typically eager to respond to positive feedback in online forums, but conveying an appropriate message becomes complicated when faced with a negative review. Because management teams are directly invested in the community and the living experiences of their residents, it’s understandably difficult to receive negative feedback from a renter without taking […]
A Defensive Response Can Damage Your Reputation
Negative online reviews are a thorn in the bicycle tire of every property manager. Everything may be rolling along smoothly until they strike, and they can be completely deflating. The frustration that accompanies negative online feedback, especially when it’s unwarranted or unfounded, can trigger property managers to react defensively. However, countering a damaging review with […]
Don’t Get Defensive When Dealing with Online Reviews
When a resident feels their property management company or onsite team has wronged them, one of the first places they turn for retribution is online reviews. Residents might rant at length about their perceived mistreatment and nitpick any community shortcoming they can dredge up or manufacture. Facts aren’t important. The only thing that matters is […]
Don’t Let Reputation Management Slide During Crisis
Google and Yelp deserve credit for taking early action last month regarding business reviews – specifically those referencing COVID-19 issues. Google indefinitely suspended all new reviews, new review replies and Q&A during the crisis. Yelp vowed to “protect local businesses from reputational harm” by disallowing negative reviews about a business being closed in response to […]
Learn from Reputation Management Mess in Pro Sports
Earlier this month, the professional sports world provided a pair of shining examples of what not to do in terms of reputation management. Hopefully, the multifamily industry was taking notes. First came Jim Crane, owner of the Houston Astros, who fumbled his way through an interview regarding his team’s illegal electronic sign-stealing campaign during their […]
