The Not So Scary Reality of Apartment Ratings and Reviews

shutterstock_9172573aDid you know that over 70% of all apartment ratings and reviews on RentersVoice.com are positive?  70%!  Seeing all the kudos and 4 star apartment ratings makes us wonder why so many people are nervous about online ratings and reviews.

But we did not have to think long to remember that the occasional negative apartment rating or review can feel like a punch in the gut.  Sometimes bad reviews happen.  When they do, they make the best learning experience.  They also make all your positive reviews appear more trustworthy.  No one can be perfect, right?

Apartment ratings and reviews sites have changed.  Because your prospects are increasingly relying on apartment ratings and reviews, sites like RentersVoice.com are one of the most effective word-of-mouth marketing and reputation tools for your apartment community.  Listen and learn from your residents and make your customer support strategic.  In the next few paragraphs, you will learn how to prepare for the judgment – the good and the bad.

Feedback is a gift

Read the review, recover, and then look for the gold.  Feedback is a gift.  People are talking, and they are taking the time to leave a review because they want to be heard. They also care.  They want to share their thoughts and knowledge.  Negative apartment ratings are not necessarily intended to be malicious, but what they say might sting a little.  Looking for the gold in each review is humbling and also fantastic for professional growth.

Don’t forget that 70% of the time you and your teammates can applaud each other.  Be proud of your accomplishments.  Take note of what made your resident’s experience so memorable that she noted it in her review of your apartment community.  Did you know that little moment would be so impactful?  Probably not.

Immediate engagement

You have a focus group at your fingertips!  The apartment ratings and reviews on Renter’s Voice are your immediate survey.  Listen to what people are saying about you and your competitors.  Connect with them and recognize opportunities to improve your community and your service.  Go ahead and even ask your residents to leave a review.  That is one of the best ways to get positive apartment ratings and reviews.

shutterstock_96975626aDirect Feedback

Respond quickly, personally, and always appropriately.  This is the key to responding to negative apartment ratings and reviews.  Unfortunately, most people stop there – they forget to thank their happy residents when they leave a positive apartment review.  Try to connect to all of your residents who left an apartment rating for you and thank them.  If it was negative, ask how you can make it right.  Create a meaningful and personal dialogue so you have a grasp of exactly what caused their sentiment.   Our friends at Marquis at Perimeter Center in Atlanta, GA and Marquis at Parkway in Denver, CO do an amazing job responding to their apartment reviews.

Find Insider Tips

Don’t forget to read the apartment ratings and reviews of your competition. Rentersvoice.com is an archive of opinions from renters.  This can help you identify your competitive advantage.  You might even learn what your potential renter wants in her next apartment home. Now that you know what the expectations are, you are accountable to your residents, your teammates, and your manager to do something with your knowledge.  Share it with your team and talk about what you can do better.

Lastly, actively participating in the review process is incredibly important. Prospects and residents will appreciate your response, and they will be more likely to trust you.  Remember, when it comes to managing customer reviews and promoting your reputation, the best offense is always a good defense.

 

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