It’s no secret that we everyone wants their voices heard, and the apartment industry proves no exception. When a tenant is not satisfied with their unit or the property’s service in today’s world, they will always make it a point to leave an online review. Responding to these reviews, both the positive and negative, are important to showing your tenants that you are committed to their residential needs. If done correctly, you will not only experience more satisfied tenants, but increased renewals, referrals and a higher level of engagement.
When you do decide to tackle these online comments or reviews, it’s important that you know how to respond appropriately. Here are three tips to help you manage these comments:
Timing is Everything.
We live in a society that’s always on the go and when we ask a question, we want an answer almost immediately. The same applies with the apartment industry. When a tenant leaves an online review, specifically a negative one, nine times out of ten, they are pretty frustrated. It becomes important to respond to their concerns within 24-48 hours. This quick response time not only shows that you care about your resident’s concerns, but helps de-escalate the issue at hand so that they are less inclined to post additional reviews on other review sites.
Address the Actual Concern.
While it would be much easier to craft a standard, scripted response to each negative review, it becomes extremely important to not only personalize each response, but to address all issues at hand. If you don’t, you’ll only had more fuel to the fire and additional reviews are almost guaranteed to follow. In the event the reviewer mentions an excessive amount of concerns (more than four), then you can always take the conversation offline and ask to speak to the tenant personally. Make sure you leave your name and direct contact information so that they can reach out if they feel inclined. Again, this not only shows that you care about your residents but that you are willing to go above and beyond to provide a solution to their problem.
Remain Professional.
Though you and the tenant may know a certain situation did not happen quite as it was written on the online review, it’s important that you do not lose your cool. Don’t take it personal. Keep in mind that prospects are visiting these sites as well to form an opinion on your community. You should view each negative review as an opportunity to shine. Always remain professional, friendly and have an open mind when responding. And empathize when you can. This is your chance to show everyone that you aim to please and can turn even the most negative situation around, even gaining a happy tenant in the process.
Rentbot Can Help.
Before residents take to the web to make their concern public, they’ll try to contact you first to resolve. Make sure you have a surefire way for your residents to note their concerns or issues. Take advantage of Rentbot today and, in a matter of days, you’ll not only have a brand new, beautifully organized website with HD photos, video capability, and real time unit availability, but a dependable way for residents to reach you first. Each Rentbot site comes with online maintenance request capability in addition to an online contact form so that your residents can reach out to you exactly when they need to. And with Rentbot’s mobile and responsive designs, they can do so right from their phone or tablet. Try out Rentbot today and gain happier tenants in the process, guaranteed.
About the Author
Jonsette Calloway joined the Rentbot team in 2015. With a background in public relations, advertising and copywriting, she has helped a multitude of clients achieve their marketing and communications goals within various fields, but she particularly enjoys working with the apartment industry.