Key Elements of a Rock Star Review Response

Key Elements of a Rock Star Review Response

Responding well to an online review is more involved than you might think at first glance. There’s a lot of customer service and public relations theory working in the background that has to be incorporated into a few short sentences.

Emotional intelligence required in reputation management

Emotional intelligence required in reputation management

That’s what makes multifamily reputation management so difficult to navigate for anybody who works for an organization they love and believe in. The moment you read a negative review from an angry resident, you feel it to your core, whether you were involved in the situation or not. You might feel angry, annoyed, hurt, sad, confused or any other negative emotion for that matter.

The Starts and Stops of Reputation Management During a Crisis

The Starts and Stops of Reputation Management During a Crisis

If you’re not monitoring what they’re talking about, you’re missing an opportunity to gather data that will be critical when you respond to them. Check the social media and review site feeds immediately. But don’t respond just yet. Wait for the facts to become clear.

Collaboration in Reputation Management: The Only Way to Achieve Success

Collaboration in Reputation Management: The Only Way to Achieve Success

Reputation management is a public activity and it requires the same attention that a media response would require. You are, after all, making a public statement and don’t want to harm your reputation while trying to manage it. To do that effectively, you need to collaborate with the experts in your organization for several reasons.

Collaboration for the Win: How collaborative communication produces better results

Collaboration for the Win: How collaborative communication produces better results

It’s easy to make critical mistakes that cost you more than help you when sending out communications in a vacuum. Collaboration is key to sending the right message to the right people no matter the situation, even when that crisis strikes at 5:30 p.m. on Friday.

Reputation Management: It’s a PR Thing

Reputation Management: It’s a PR Thing

Reputation management is as old as public relations itself. You might even be able to argue that they’re synonyms.

After all, that’s the job of the public relations professional – to manage the reputation of people and companies in every communication channel possible.

For the Legal vs. PR Cage Match

For the Legal vs. PR Cage Match

Finding legal and PR teams that collaborate well with each other is difficult, but when you do, the results are well worth the effort during a crisis. To do this, you have to understand why PR and legal differ and know how to effectively consider their positions and make decisions that are right for your organization.

Add Value, Not Self Promotion to Get Conference Attention

Add Value, Not Self Promotion to Get Conference Attention

“Build a booth and they will come” is not at all how it works, because, if we’re honest, we know hitting the trade show floor isn’t the first thing on the list for most owner/operators.

Three Big Crisis Communication Mistakes Apartment Operators Make

Three Big Crisis Communication Mistakes Apartment Operators Make

Even the most sophisticated and large apartment owner/operators with strong plans in place have room for improvement in resident, media and other communications. Here are a few common mistakes we’ve encountered that should be avoided to ensure your crisis communications program is on point.

Multifamily

The multifamily industry is highly specialized in its business practices and its language. And we’ve been working in it for a combined 55-plus years. We know multifamily like no other agency.