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.

A Layer of Sincerity: Add a Signature to Your Review Responses

A Layer of Sincerity: Add a Signature to Your Review Responses

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.

Online Reviews as Free Market Research

Online Reviews as Free Market Research

Many community management teams are quick to dismiss the validity of negative online reviews, particularly if they perceive them to be unfair. However, themes are often revealed when closely monitoring a community’s online reviews.

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.

How to Properly Manage a Negative Online Review

How to Properly Manage a Negative Online Review

Multiple studies indicate that those scouring review sites will generally side with the reviewer. So when a malcontent resident aggressively takes their thoughts online, there is a more effective way to handle it.