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
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 News | Wk of April 15
HOT & RELEVANT TOPICS Amenities War Might Not Be The Best Student Housing Strategy Amenities make a big splash and provide Instagrammable moments. But some developers and school administrators are rethinking the emphasis of these glitzy additions at student housing communities, instead dedicating their focus to more mundane-but-necessary features.
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.
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.