Last modified on July 11th, 2016
By Stephanie Vernon
The best part of the transference into a new year is the opportunity to start anew. If you’re a property manager or multi-resident complex owner who has had some reputation issues crop up online in 2013, the coming year offers an opportunity to turn over a new leaf and convert that negative image into a positive and appealing one.
You’ll have to take action rather than disregard those negative remarks on the web, however, it’s not necessary to hire a reputation management consultant to begin the healing process. With a little bit of patience, diligence, and the assistance of a good property management software application, it’s possible to improve your property’s reputation within the first quarter of 2014 with your own efforts.
Reputations Management Do’s and Don’ts for Multi-Housing Properties
According to an article by Onsites Insites, a leading publication for apartment property management information, more than 85% of consumers read online reviews of rental properties before even bothering to drive by the property or inquire about availability. These professionals also offer some tips on how to manage any negative online reviews that may be cropping up about one of your properties.
Reputation Management Do’s
- Take time to respond to every review.
- Think before responding negatively.
- Encourage reviewers to move the conversation offline by offering your contact info.
- Remember that anything can end up online with every action you take on property.
Reputation Management Mistakes
Don’t make the mistake of only responding to reviews left by current residents. Remember, it’s the ghosts of the past that can haunt your future, and the Internet is forever. Avoid responding to negative comments with an emotional stance or believing that resident complaints won’t get any further than a complaint form letter or a phone call – understand it can end up on the web.
Streamline Communication with Current Residents for Better Retention
Happy residents are repeat customers so to speak, and their word of mouth referrals can make or break your property’s reputation. Resident’s love knowing that you’re receiving their complaints, compliments, requests, and payments for rentals or homeowner association fees. The days of putting stamps on envelopes are gone for most of us, and people like the freedom to handle all of these tasks online. Immediate gratification of, “you’re message has been sent” or “your payment has been processed” is comforting.
Streamlining accounting, the processing of tenant requests, and making property details and notifications online is easy a with an online property management software program data basing all this information. Tenants are happier, leave better comments online, and are more inclined to refer your property when their needs are being heard and met quickly.
Use Social Media to Jump Start Your Reputation Management Campaign
Social media is a simple and free way to tap into a completely new set of potential residents. Use the most popular apps and social media circles to promote any new additions or improvements from 2013, or talk about any changes to look forward to in the New Year. Pool updates, newly surfaced tennis courts, or freshly renovated interiors are desirable improvements that can drive the most desirable clients into your rental office.
While using all this technology to your advantage to improve your property’s reputation in 2014, don’t forget the power of the human touch. Nothing beats good old fashioned courtesy and fairness when it comes to enhancing tenant satisfaction, so be mindful to not overly automate tenant services while taking advantage of modern conveniences.
This is a wonderful article. I am in the vacation rental industry and will pass this article along for sure to my entire staff. Thank you
Thank you for this information. Do you have any suggestions for Facebook apps relating to property management? I’m kick starting our first social media presence (behind…I know) and any advice would be appreciated.