Let’s say you just got an apartment review that isn’t exactly positive. What do you do now? You definitely do not ignore it! How you respond to negative apartment reviews can be more important and helpful to your future prospects than any other marketing you do.
Think of your response as your opportunity to let your focus on the customer experience shine. Also, that negative review isn’t going anywhere, so buck up and deal with it now to keep it from snowballing into something much bigger than it needs to be.
So now that you know that you have to respond, think about what voice and tone you will use.
Being nice might sound like a very obvious suggestion, but you wouldn’t believe how many people forget to personalize and humanize their responses. A generic response or even a library of canned responses is not the solution. The last thing you want is for your community to sound like it is run by a sales staff. You want to be a friend, not a salesperson.
When you take this approach, it is actually much easier to create engagement and encourage positive customer experiences. Here are few tips on how to think like a friend.
1. Thank the reviewer for their time
Thank both your positive and negative reviewers. Thanking the positive reviewers is often forgotten, but they took the time to share their thoughts and experience and deserve a short and sweet thank you. Also try to use first names where you can. This helps humanize your response to an apartment review and creates the impression that you really want to get you know your residents on a personal level.
2. Directly address their specific points of concern
I am constantly reading apartment reviews, and communities often talk around the problem rather than taking ownership of it. The reviewer left a negative apartment review for a very specific reason. Acknowledging those pain points lets them and other readers know that you understand and empathize. This is also the perfect time to apologize.
3. Honestly explain your plan to correct the problem
Honesty is the best policy. You can quickly recover from a negative apartment review when you offer a plan to correct the issue. Feedback is a gift and reviews reveal growth opportunities if you listen closely.
4. Close with an invitation
Some of the best responses I have read close with an invitation to continue the conversation. In a way, the reviewer has invested in the success of your company, whether good or bad. After you have shared your plan to correct the problem, invite the person to experience the changes you have made. Make them part of your success and part of your team. Make them a friend.
Misty Sanford
Social Media Insight Leader
Renter’s Voice
Renter’s Voice is an apartment review and rating site that provides the most objective and comprehensive information for apartments for rent across the country. Renter’s Voice provides an in-depth view of each apartment community so you can make an informed decision about your next apartment home.