Please Stop Watching Me Pee: When Service Is Nice Vs. Necessary
By Todd Katler I know, you are probably thinking, “Todd, really?” But this blog will take you into the unlikely universe where parking, junk fees and bathroom attendants collide. Just bear with me. One of my favorite restaurants in Orange County is Javier’s in Newport Coast. It’s not because the food is the best (it’s […]
Multifamily Parking: A Rule Without Consequences is Merely a Suggestion
By Todd Katler Yes, that title is a slight adaptation of the original quote by author Ron Brackin, and it applies across the board, including parking enforcement in multifamily communities. Unauthorized vehicle and resident complaints can erode trust rapidly. When residents see others flouting parking rules, their frustration builds, not just towards the offenders but […]
Why Removing Negative Reviews Can Be Worse Than Having a Low Score
When two children are fighting over the same toy, some parents might take it away. The toy is gone — problem solved. Or is it? Reviews also don’t exactly work that way. That doesn’t mean some property managers don’t try that approach and flag every negative review for removal. Rather than taking the time to […]
The Trouble With in-House Review Responses
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 […]
The Problem With Stock Review Responses
Overburdened onsite apartment teams are constantly searching for ways to automate processes and save time. But one of the common timesaving methods for managing online reviews might not be such a good idea . Keeping a list of prepared responses might sound like an efficient way to handle online reviews. But this impersonal approach indicates […]
The Art of the Case Study: Data and Minimal Self Promotion
Case studies are highly sought after components of a public relations and communications strategy. Most technology suppliers jump at the chance to highlight a client’s experience if it puts them in a positive light. However, it’s important to remember that a case study is different from a testimonial. A testimonial is purely promotional and focuses […]
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 […]
It’s Not You, It’s Me: How to Think About Case Studies
Case studies are high-value pieces of marketing content. When properly constructed and distributed to the right audience at the right time, case studies can yield high returns in the sales process. It’s the prime opportunity to celebrate a successful client partnership and empower brand ambassadors to advocate for a supplier partner and its solution. But […]
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 […]