Silence is Deafening: Any Response is Better Than None
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.
Industry News | Wk of February 18
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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.
Online Reviews as Free Market Research
Many community management teams are quick to dismiss the validity of negative online reviews, particularly if they perceive them to be unfair. However, themes are often revealed when closely monitoring a community’s online reviews.
Collaboration for the Win: How collaborative communication produces better results
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.
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.