Whether you want to admit it or not, your competitors are out there, and they want your prospects and residents. Savvy community managers monitor not only what is being said about their own property but also what is being said about their competition. You don’t have to be a spy or feel like you are lurking in the background. There is loads of public information – including apartment reviews – available on the web. Start reading the information you can find and leveraging it to your advantage.
Eek! You just got an apartment review! What do you do now? Whether it is a positive or negative review, you need to respond promptly and thoughtfully. Identifying your evaluation process now makes it much easier to manage responding to apartment reviews when they are posted in the future. Read More
Ratings and reviews are important to every brand that has an online presence, but especially to the multifamily industry because we market and provide one of the biggest and most personal decisions our prospects will make – a place to call home.
As simple as that sounds, we can make it difficult for others to be able to – or better yet, feel comfortable – sharing how they feel about us. Whether it’s face to face, a survey response, or an online review someone has posted, the old adage of “be careful what you ask for” certainly comes into play.
Did you know that over 70% of all apartment ratings and reviews on RentersVoice.com are positive? 70%! This makes us wonder why so apartment management teams are so nervous about their apartment ratings and reviews.
Of course, we fast recalled how the occasional negative apartment rating or review feels like a real punch in the gut.
Keeping all of your residents happy is the goal of every property manager, but this realistically is impossible. Often residents end up going through negative experiences whether it is by mistakes made by employees, something wrong with their apartment or sometimes just bad management decisions—yours or someone else’s.
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Managing Your Online Reputation
One of the oldest references I can make to written word-of-mouth viral marketing is reading the inside walls of the bathroom stall as a teenager. And if you think about it, there were definitely some mixed reviews… and some of them quite open to interpretation.
Perception is Reality
Perception is the only ‘truth’ when it comes to sales. You are marketing yourself as much as you are your product and services. A customer may get all the answers they need – but did you appear to want to help them? Did you try to determine their real need and find a solution? How the customer interprets your presentation is vital.