Sep 22 No Comments

How Top Rental Management Companies Manage Bad Reviews

Author: cl@ss

Categories: Property Management Tips,Property Marketing,Rentals

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.

Apologize for any inconvenience caused;
Acknowledge their concerns; and,
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.

Sep 18 No Comments

Apartment Reputation Management: Nurturing Positive Online Interactions

Author: cl@ss

Categories: Blog,Property Management Tips,Property Marketing,Services

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.

May 08 No Comments

Reputation Management: The Why’s and How’s

Author: cl@ss

Categories: Blog,Property Management Tips,Property Marketing

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.

Apr 03 No Comments

How Online Videos Can Increase Occupancy Rate

Author: cl@ss

Categories: Property Marketing

How Online Videos Can Increase Occupancy Rate

Rental property video tours are highly undervalued. In reality, they’re the workhorse of around-the-clock marketing plans that can create buzz about your property and make it the hottest place to live in your town, boosting your occupancy rate.

Don’t have any videos of your property doing all the work for you? Here are three reasons why that’s a mistake.

1. Visual appeal

A bulleted list of amenities can appeal to some rental property shoppers, but a video tour or simple slide show is far more persuasive. If a picture is worth a thousand words, a video adds much more value to someone who can see inside their new home.

2. Timely

Prospective tenants can get much more information from a three-minute video tour than by reading through a lengthy list of amenities. Their eyes can see details that your words might not describe as well, and it’s a quick way to give them all the information they need about your property while respecting the value of their time.

3. Searchable

Search engines love videos. If you’re not using video tours of your properties, you’re missing out on a lot of exposure. Link to your videos from articles, social media posts, and a YouTube channel to cast the widest possible net for new renters. It’s important to promote your videos properly to maximize your audience.

Videos are popular online because they’re engaging and convey a lot of information. They’re a real estate sales tool that works just the same for rental properties. If your property’s video shows up near the top perspective tenant searches, that keeps your property top-of-mind and occupancy rates high.

Boost your occupancy rate with Class A Management

Creating visually appealing images and videos to promote your investment property is essential to attracting tenants. Class A Management can help you create videos and other marketing tools to attract tenants, then provide excellent property management services to keep them.

Learn more about our comprehensive services.

Feb 28 No Comments

Market Your Property on a Shoestring With 8 Free Options

Author: cl@ss

Categories: Property Marketing

Market your property on a shoestring budget

Multifamily is one industry that is especially dependent upon integrated marketing. But, it doesn’t have to be a budget-busting endeavor. Use technology to market your property at little to no cost with the following productivity-boosting tools:

Websites used to cost big bucks. But these days, WordPress offers free themes that are easy to set up and maintain. Plug photos and text into your chosen template, and your site is ready to go. (Pro tip: Using a pro to build a professional WordPress site means less time and effort on your part, and doesn’t have to be budget-busting.)
Set up a free Twitter account and send short-and-sweet messages to your target audience(s). Build your profile carefully, and customize with great pictures of your properties. Follow industry leaders like Multifamily Housing News and connections in your local community. Use hashtags that include the name of your city to keep your message circulating locally.
Post photos on Instagram, but link your account to Facebook so it automatically posts to both social media accounts. Use photos that build your brand message: highlighting your property, staff, and the “day in the life” type photos.
If a picture is worth a thousand words, just imagine how valuable great videos can be. Create video tours of your property, post them on your YouTube channel, and watch your foot traffic increase exponentially. You can even make your videos with a cell phone; just make sure they’re good quality and to the point.
Establish a Facebook presence to capture the local who will look for your property there, but don’t expect a lot of reach unless you’re willing to pay to promote your posts. Facebook has become an ad-based platform, so as free promotional tools go, you need an account; but don’t lean on it too heavily for messaging.
1-2-3 Press. Write great press releases about property improvements and promotions. Tag your property name and city, and publish to a site like 1-2-3 Press for some extra publicity.
Mail Chimp. Use a free online email platform to communicate with as many as 2,000 recipients. Mail Chimp is one that has a full, free library of customizable themes. With a one-click unsubscribe link in every e-mail, using the service will keep you within the letter of the law that prevents spam.
Volunteer. Have your staff organize a team of volunteers to build a Habitat for Humanity home, or run a race to raise funds for a charitable cause. Volunteerism is the total package: free publicity, relationship-building, and branding, all in one.

The take-away from this list is that it doesn’t have to cost a lot to get your market your property to the best tenants. Instead of being great options, these tools are essential to your marketing mix, and to your bottom line.

The professionals at Class A Management know marketing. It’s our passion. Let us go to work for you and your property. Call us today at 817-295-5959 or send us an email to .

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How Top Rental Management Companies Manage Bad Reviews