How to Respond to Reviews
Digested from Multifamily Insiders
Even a bad review can present marketing opportunities. Find out how to respond in a way that elevates your community.
Whether a review is positive or negative, it is critically important to provide a response.
But before you respond, you need to examine each review carefully and alert team members of any possible areas for improvement.
“Pinpoint areas in the review to acknowledge. Address the issues specifically and avoid any canned responses,” Jennifer Carter writes for Multifamily Insiders.
After that, you can look for marketing opportunities in your review response. Finally, respond to the review and include your name and contact information.
“Responding to reviews in a timely manner is important. It directly reflects a community’s customer service,” Carter writes. “A response to a resident’s review demonstrates you value their time and appreciate feedback. Establishing an expectation of response between your team can help create trust with your residents.”