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.
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.
It’s easy to make critical mistakes that cost you more than help you when sending out communications in a vacuum. Collaboration is key to sending the right message to the right people no matter the situation, even when that crisis strikes at 5:30 p.m. on Friday.