Why Removing Negative Reviews Can Be Worse Than Having a Low Score

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 Response

The Trouble With in-House Review Response

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

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 […]

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.

Starbucks Situation Underscores Reputation Hazards in Digital Era

Starbucks Situation Underscores Reputation Hazards in Digital Era

It begs the question of whether your company has a crisis plan in place for a potentially damaging incident on one of your properties, even if that incident is on a smaller scale than those that have recently grabbed headlines.