Imagine your residents listening in on a phone conversation between you and one very unhappy resident — the type of conversation that raises your blood pressure and causes you to move the telephone handset at least 12 inches from your ear at one or more point.
Have you ever asked yourself why people leave apartment reviews? I know this sounds strange, but the feedback is not necessarily for you. 73% of Millennials think other consumers care about their opinions more than companies do (BazaarVoice, January 2012). They leave an apartment review because they want to share tips and their thoughts with their peers – people they have never even met before, but people they think would really appreciate and listen to what they have to say. Read More
Did you know that 80% of people who review products online give those products a 4-5 star rating? (Bazaarvoice and Keller Fay, 2011) We can all admit that we have had a bad experience with an apartment ratings and reviews site in the past, so it has been acceptable for us to feel a little scorned. But things have changed.
It’s never fun to hear something not so good – about your products, your service, or your performance. But we’ve all been there. Whether it comes in the form of comments on a survey, an apartment review, or a message on a social media channel, responding to negative feedback is a must. Read More
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.
More and more apartment management companies are using a resident survey to find out what their customers are thinking, what they want, and what their customer experience is like. Resident surveys can provide accurate, measurable data that is essential when planning for the future, but due to the popularity of surveys, respondents often must be enticed. Read More
Do you know that consumer reviews are trusted nearly 12 times more than product descriptions that come from companies? That is huge! Your prospects don’t trust your traditional marketing tools – including the information on your website. They want to know what other residents think of you. Read More
Every company that exists today is an experience company. This means you, your team, and your apartment community are part of an experience company. The customer experience does not begin and end with the purchase. Read More
There are many ways to ask for reviews. Whether it is a formal campaign or just a simple note on a completed service request, the point is to get the idea of leaving a review into the heads of your residents. Read More