No Comments

How Top Rental Management Companies Manage Bad Reviews

Rental management companies checklist for handling negative online reviews: blog image of a woman reading a negative review on a smartphone.

Today’s potential renters heavily rely on online reviews, especially when it comes to reviews of rental management companies. Negative feedback can significantly impact your business and deter potential tenants from considering your property.

How you handle negative online reviews can also be an opportunity to showcase your professionalism and dedication to customer satisfaction.

Here’s a practical, step-by-step guide the best rental management companies use to successfully manage negative online reviews.

Step 1: Monitor and Respond Promptly

Regularly monitor review platforms and social media channels where people tend to express their opinions about your property. Promptly responding to negative reviews demonstrates your attentiveness and willingness to resolve issues.

  1. Apologize for any inconvenience caused;
  2. Acknowledge their concerns; and,
  3. Provide an invitation to discuss the matter further offline, emphasizing your commitment to addressing their problems.

Some reviewers may be known troublemakers who have no interest in resolving an issue or may have posted a fabricated story, but that’s not the point of responding the same way to every negative review. Your response will be seen by potential renters, and they’re the ones who need to see your professionalism and concern in your responses.

Step 2: Investigate and Gather Information

Take the time to investigate the issue mentioned in the review before you respond. Speak with staff involved and collect all pertinent details to ensure you have a comprehensive understanding of what transpired. This investigative process will help you respond more effectively to the reviewer and handle the situation professionally moving forward.

Step 3: Answer Publicly with Empathy and Transparency

Publicly address the reviewer’s concerns in a polite, empathetic manner. Avoid generic or “canned” responses and demonstrate that you genuinely understand their dissatisfaction. However, avoid engaging in public arguments or sharing confidential information. Instead, move the conversation offline and provide alternative channels to address their concerns privately.

Step 4: Take the Conversation Offline

Respond to the reviewer’s comment by providing your contact details or suggesting alternative methods of communication, such as phone or email. By moving the conversation offline, you can delve into the issue more thoroughly and offer a personalized solution. This step showcases your commitment to customer satisfaction and allows for a more private discussion to resolve the matter. Privacy is important to tenants, so prospects will appreciate your discretion.

Step 5: Resolve the Issue and Provide Feedback

After connecting with the reviewer privately, actively work toward resolving his or her concerns. Offer solutions, whether it’s offering a discount, addressing maintenance issues promptly, or providing extra assistance if necessary. Not only does this help resolve the immediate problem, but it also demonstrates your dedication to improving your property and services.

Additionally, consider asking the reviewer to update or remove his or her negative review after all concerns have been satisfactorily addressed. Remember to follow up with a new reply to the review after you’ve spoken with the reviewer, to show you’ve followed through and resolved the issue.

Step 6: Learn from Each Review

Every negative review offers an opportunity for growth. After resolving the issue, evaluate the feedback and look for common themes or trends. Use this information to improve your property management practices, address recurring issues, and enhance customer satisfaction moving forward. Taking proactive steps to rectify issues highlighted in negative reviews can lead to positive changes in your property’s reputation.

Top Rental Management Companies are Proactive About Negative Reviews

Dealing with negative online reviews requires tact, empathy, and a proactive mindset to protect and enhance your apartment’s reputation. Adopting the steps outlined above in a standard operating procedure will enable you to effectively handle negative feedback while demonstrating your commitment to customer satisfaction. By viewing negative reviews as opportunities for improvement and growth, you not only rectify problems, but also enhance your property’s overall reputation.

No Comments

Apartment Reputation Management: Nurturing Positive Online Interactions

Apartment reputation management blog image of someone using a smartphone to read reviews.

Apartment reputation management is more important than ever. Did you know that an impressive 69 percent of prospective renters rely on online reviews and ratings to guide their housing decisions?

In today’s digital age, apartment hunters turn to online platforms to gather insights, make informed decisions, and ultimately choose their next home. We’ve put together a comprehensive 5-step guide to help you navigate the fast-changing world of online reputation management.

5 Essential Reputation Management Tasks for Apartment Managers

Task 1: Monitor and Respond to Reviews Promptly

The first step toward successful reputation management is regular monitoring of your online presence. Actively track various review websites, social media platforms, and online forums where tenants may discuss their experiences.

By being diligent, you can quickly address any negative sentiment and respond promptly, showcasing your dedication to resolving issues. Engage in meaningful conversations, provide solutions, and demonstrate empathy while handling feedback professionally.

Task 2: Encourage Positive Reviews

Create opportunities for satisfied tenants to share their positive experiences. Implement a streamlined process where tenants can easily leave reviews on websites such as Google, Yelp, or specific apartment listing platforms. Consider providing a QR code in the office, on social media posts (in some cases), and on property manager business cards.

Encouraging these reviews can not only enhance your online reputation, but also serve as an effective marketing tool to attract potential residents. When you know you have a loyal and satisfied tenant, just ask them for a review! You’ll be amazed at how many will be willing to leave a great, five-star review for an apartment community they love.

Task 3: Engage with Tenants on Social Media

In today’s digital landscape, a strong social media presence is indispensable. Dedicate efforts to nurturing social engagement through strategically crafted content. Share engaging stories, insider tips, updates on community events, and highlight tenant success stories.

Active social media management helps create a sense of community amongst your residents, fosters a positive online conversation, and showcases your apartment community as a desirable place to call home. It’s an essential element to add to you apartment reputation management daily checklist.

Task 4: Leverage Testimonials and Success Stories

Harness the power of tenant testimonials and success stories. These narratives provide prospective renters with real-life examples of positive experiences within your community. Showcase these testimonials on your website, marketing materials, and social media platforms to build trust and credibility.

By sharing compelling stories, you strengthen your online reputation and encourage potential residents to visualize themselves as part of this thriving community.

Task 5: Keep Improving Apartment Reputation Management Practices

Reputation management is an ongoing effort. Utilize the insights gained from online feedback to continually improve your services. Actively address recurring issues to show potential renters you care about maintaining a high-quality living experience. By demonstrating your commitment to resolving problems, you build a strong reputation and create a foundation for long-term tenant satisfaction.

Exceptional reputation management goes beyond just maintaining a positive online presence; it reflects your commitment to creating a vibrant and welcoming community. With diligence, responsiveness, and dedication to continuous improvement, you can enjoy long-term success and foster lastings relationships with your residents. Improve your reputation, and great tenants will start seeking out your in-demand property.

Class A Management handles the day-to-day operations of your multifamily investment property, including apartment reputation management and effective marketing solutions. Let our team of seasoned pros start building relationships with your tenants to improve and maintain your property’s reputation.

No Comments

Protecting Your Identity: Safeguarding Against Identity Theft for Tenants

Property Management Identity Theft

As a tenant, it’s crucial to be proactive in safeguarding your personal information and protecting yourself against the growing threat of identity theft. Identity theft can have devastating consequences, affecting your financial stability, creditworthiness, and overall peace of mind. This article aims to educate tenants about the risks associated with identity theft and provide valuable tips to help prevent those consequences.

Safeguard Personal Documents
Keep your personal documents–such as your passport, driver’s license, Social Security card, and financial statements–in a secure location. Invest in a locked file cabinet or safe to protect these sensitive documents from unauthorized access.

Shred Sensitive Documents
Before throwing any personal documents or financial statements in the trash, make sure you shred them completely. Identity thieves often scour trash bins for discarded information; so shredding documents adds an extra layer of protection.

Be Wary of Sharing Personal Information
Exercise caution when sharing personal information, whether online, over the phone, or in person. Avoid providing sensitive details like your Social Security number, bank account information, or passwords unless necessary and when dealing with trusted entities.

Strengthen Your Online Security
Protect your online presence by implementing strong, unique passwords for your accounts. Use a combination of letters, numbers, and symbols, and avoid using easily guessable information like birthdays or names. Try to avoid using the same password for multiple accounts, especially if they carry sensitive information. Regularly update your passwords and consider using a password manager to securely store and manage your logins.

Utilize Secure Wi-Fi Networks
When accessing the internet, use secure Wi-Fi networks with encryption. Avoid connecting to public or unsecured networks, which may expose your personal information to hackers. If you must use public Wi-Fi, refrain from accessing sensitive accounts or entering personal details.

Be Cautious of Phishing Attempts
Stay vigilant against phishing attempts, which involve fraudulent emails, texts, or calls designed to trick you into revealing personal information. Be skeptical of unsolicited requests for sensitive data and verify the legitimacy of any communication before responding or providing information.

Monitor Financial Statements Regularly
Frequently review your bank statements, credit card bills, and other financial statements for any suspicious activity. Report any unauthorized charges or discrepancies to your bank immediately.

Secure Your Mail
Prevent mail theft by ensuring your mailbox is secure and inaccessible to unauthorized individuals. If you’re planning to be away for an extended period, consider using a temporary mail forwarding service or ask a trusted neighbor to collect your mail.

Monitor Your Credit Reports
Regularly monitor your credit reports from major credit bureaus to detect any unauthorized accounts or suspicious activity. By staying aware of changes to your credit profile, you can quickly address any issues that may arise.

Use Identity Theft Protection Services
Consider enrolling in identity theft protection services that provide monitoring, alerts, and assistance in the event of potential identity theft. These services can offer an additional layer of protection and peace of mind.

Identity theft is a serious concern for tenants, but by taking proactive steps to protect your personal information, you can significantly reduce the risk. By staying informed and implementing these preventive measures, you can help safeguard your identity and enjoy greater peace of mind during your tenancy.

No Comments

A Walkthrough Checklist for Renters

A Walkthrough Checklist for Renters

One thing there is plenty of? Checklists. Unfortunately, many lists have the property owner/manager in mind. Renters need a walkthrough checklist, too.

Your walkthrough checklist

Before you sign on the line committing to a rental property, employ the following checklist to ensure everything is in working order. As you work through the list, identify and document all concerns. 

  • Faucets. Turn on every water source. Water should be clear with good pressure. There should be no banging pipes or leaks. 
  • Floors, walls, and ceilings. Look for evidence of damage, including water damage, mold, stains, or cracking. 
  • Windows. All windows should open and close. Proper opening and closing windows prevent damage and ensure your safety. Windows should also have undamaged screens.
  • Closets, doors, and cabinets. Check that all open and close properly and double-check for signs of pests. 
  • Outlets. Bring a small electric device, such as a phone charger, to test if all outlets are in working order. 
  • Appliances. All appliances should work correctly and be clean to your standards. 
  • External doors. All doors leading to outdoor spaces should close, lock and seal correctly. 
  • Locks and security gates. Your property manager should ensure all work and that you understand access procedures. 
  • Other security features. Ensure features such as lighting in outdoor spaces and communal hallways meet your comfort level. 
  • Access. Understand how to access any amenities, for example, parking, laundry facilities, or fitness areas. 

This list is a starting point for your walkthrough.  Be as thorough as possible. When your walkthrough checklist is complete, address any issues with your property manager. Keep a personal copy of your observations. Provide another copy of your document to be kept in your records and with the property management office. If your concerns aren’t resolved, walk away and find an apartment that fits your needs and standards. If everything is to your standards, it’s time to sign a lease, get those keys, and move into your new home!

Need more help creating inspection lists? 

If you are a property manager looking for more rental assistance, let our property management professionals help. Contact Class A Management at or call 817-295-5959. 

No Comments

Reputation Management: The Why’s and How’s

Reputation Management: The Why’s and How’s

Reputation Management is the monitoring and maintenance of an individual’s or business’s brand. When we think of brands, we often believe brands such as Coke, Nike, and McDonald’s need ongoing management. The truth, however, is that reputation management is something that should be a top priority for every business, including the business of property management.

Why property managers should prioritize reputation management

Attracting the right tenants means projecting the right message in the marketplace. It also means ensuring the feedback and reviews from existing tenants are favorable, reinforcing the brand. 

Online reviews heavily impact apartments. Potential tenants, more often than not, begin their search for an apartment online. The high volume of searches means reputation management needs far more attention than many property managers tend to give to it.

How to monitor reviews and brand reputation

Reviews can impact a property’s success. If you’re new to reputation management, here are some tips for ensuring the ongoing health of your brand:

  • Set up Google alerts. You can input multiple keywords, including the exact name of the property as well as variations. When someone uses any keywords you identify to create any type of post online, Google will notify you.
  • Search regularly. Even if you have automatic alerts, you need to be aware of what’s on the web. Create a list of common review sites, then visit them at least once a month.
  • Respond to reviews. Yes, you need to respond to reviews. Your quick and effective responses will keep bad reviews from getting worse and encourage positive posts. 

The reviews of your property directly impact your brand reputation. Need help monitoring and growing your property’s reputation? If so, it’s time to call Class A Management. 

Manage your reputation with Class A Management

Reputation management is just one part of the comprehensive management services offered by our experienced team. Contact us to discuss improving your property’s reputation to attract and keep your ideal tenants.