Reputation management has always been a delicate balance of publicly acknowledging concerns, working to address them and holding your ground when necessary. The entire process has become a bit more complicated in the multifamily world during the pandemic. Typically, onsite teams can invite a disgruntled resident into the office to chat, or quickly deploy one […]
Whenever there is a sliver of opportunity, someone will try to capitalize. Now shouldn’t be one of those times. Yet, soon after things turned ultra-hectic around March 11 when the COVID-19 situation led to the cancelation of pretty much everything, the virus-related sales pitches began. Unfortunately, a few of these pitches were in the multifamily […]
Online reviews have become the X Factor in the apartment world. While prospects have been utilizing them to help sway their decisions of where to live for the past several years, that propensity continues to rise. According to an ORA Power Rankings report recently published by J. Turner Research, online review volume ballooned to 9.3 […]
As the white-hot apartment market continued to bustle along at the midpoint of the decade, many in the industry were wary of a potential cooling-off period.
Let’s get one thing clear from the start – we’re not here to advocate poor responses. But even a bad response is better than no response at all, at least in the world of reputation management.
More and more apartment operators are taking the proper step of responding to any and all reviews, but many are coming across as insincere. That’s because the most frequent mistake teams are making when responding to reviews is failing to add a signature.