Stopping Bad Reviews
Digested from AppFolio
Bad reviews can torpedo a community’s reputation. Find out how to stop them.
Reviews matter. Ninety percent of customers read online reviews and almost 85 percent trust online reviews as much as they do recommendations from their friends, according to AppFolio’s Elizabeth Millar.
A couple of disgruntled residents posting negative reviews can help torpedo a community’s marketing plan. So how does an apartment operator stop bad reviews or at least limit their impact?
Taking away the reason for the review is a good start. Millar suggests encouraging residents to bring their issues to management before they post them online.
If a resident does decide to post a negative review, it is important to respond.
“The worst thing you can do with a negative online review is ignored it and hope that no one sees it,” Millar writes. “If you have the option, respond publicly to the negative review expressing your concern about the renter’s experience and inviting the commenter to contact you directly.”
If you want to be even more proactive, ask your favorite residents if they would like to post a positive review.
“Perhaps after having a great chat with them – doesn’t matter if it’s in person, on the phone, or via text/email – asking a renter while they’re happy with you to leave a review can go a long way in building up positive reviews that drown out the noise from negative reviews you may have out there,” Millar writes.