Don’t Get Defensive When Dealing with Online Reviews

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 […]

The Shifting Role of Repman During the Pandemic

The Shifting Role of Repman During the Pandemic

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 […]

Industry Trends Report | Wk of June 22

Industry Trends Report | Wk of June 22

HOT & RELEVANT TOPICS How Covid-19 Has Impacted Communities of Color The pandemic might not discriminate on the basis of who can acquire coronavirus, but its impact has been disproportionate in the apartment industry. Communities of color have been overwhelmingly affected, as black individuals have been hospitalized at twice the rate. In areas such as […]

3 More Tips for Marketing During COVID-19

3 More Tips for Marketing During COVID-19

I was recently asked by Jennifer Castenson, director of thought leadership content for Hanley Wood and Multifamily Executive, for some tips on how supplier partners can continue to market during COVID-19 for a piece she was writing for Forbes Real Estate. She was able to use one of the tips I offered, which was to […]

Don’t Let Reputation Management Slide During Crisis

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 […]

Here’s A Really Bad Idea: Sue Customers Who Write Negative Reviews About Your Company

Here’s A Really Bad Idea: Sue Customers Who Write Negative Reviews About Your Company

Whether you’re an executive at a large real estate investment trust (REIT), a local community manager or a single owner of a multifamily apartment community, it hurts when a resident goes on a tirade about your community.

The Pros and Cons of Insourcing Reputation Management

The Pros and Cons of Insourcing Reputation Management

As a communications director at one of the largest public REIT’s at the time, I helped put together one of the first insourced reputation management programs in the industry.

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.

Silence is Deafening: Any Response is Better Than None

Silence is Deafening: Any Response is Better Than None

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.

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.