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
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 […]
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.
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.
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
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.
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
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.
The Starts and Stops of Reputation Management During a Crisis
If you’re not monitoring what they’re talking about, you’re missing an opportunity to gather data that will be critical when you respond to them. Check the social media and review site feeds immediately. But don’t respond just yet. Wait for the facts to become clear.
Collaboration in Reputation Management: The Only Way to Achieve Success
Reputation management is a public activity and it requires the same attention that a media response would require. You are, after all, making a public statement and don’t want to harm your reputation while trying to manage it. To do that effectively, you need to collaborate with the experts in your organization for several reasons.