Interpreting a review can be a bit tricky. If your community is like most communities, you get a lot of feedback. This information comes from surveys, reviews, social media, and even face-to-face conversations, so it can be a bit overwhelming. It might even cause your team to lose focus. Read More
If you want a good online reputation, you have to build a good offline reputation. But how do you do that? Let’s start with defining online reputation management, so we can understand its value. Reputation management is the understanding or influencing of a business’s or even an individual’s reputation. The key word here is influencing. Read More
Trolls are sadists. Is that too harsh? It might be, but it’s true. They are unhappy people who get enjoyment from cruelty. I’ll admit that leaving a nasty and false apartment review is not the cruelest thing one can do, but the people who do it are gaining some sort of emotional benefit from your suffering. That’s a sadist. Read More
We have talked about 4 secrets to success when managing your apartment reviews, so let’s now talk about what not to do. But before we run through the list, I want to share some food for thought. You create the experience. This deserves to be said twice, so I’ll say it again with a little more emphasis. YOU create the experience. Read More
Most of us are very focused on building our reputation, which is good, but are we also focused on building character and accountability? Are we making those important changes to truly improve our customer experience? Are we owning our mistakes even when we don’t want to?
Online Reputation Management, or ORM, is one of the biggest buzzwords of our industry. We are all talking about it because we are all still trying to figure out how to do it well.
There are few things more frustrating to me than spending 20 minutes explaining my problem to someone in “Customer Service” only to be bounced to another person, explaining everything all over again, and then being bounced to yet another person. What these companies really need is an “I Am Annoyed” Department to call AFTER you speak to their “Customer Service” Department.
So you got a bad review. It isn’t the end of the world if you have a reputation management strategy in place that minimizes the damage of the occasional Negative Nancy. Reputation management is not about controlling what others say. It is about letting go and managing the information you can control. This includes the quality and depth of information you are proactively and strategically sharing with the online world.
In this day and age of social media and online reviews, the temptation to defend your brand – including your apartment community and management group – reputation by posting anonymous (and particularly self-serving) reviews has increased. Garnter, an independent research firm, estimates up to 15% of online reviews will be fake or paid for by 2014.