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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.

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The Importance of Apartment Staging

Apartment Staging Property Marketing

Did you know that a staged home sells an average of 80 days faster than a home that hasn’t been staged?

Did you know that staged homes also sell for about 17% more than those that are not?

What is staging?

Staging a home, or arranging it with furnishings and accents to make it appear lived-in, is a popular tactic and one that real estate agents everywhere tend to invest their time and money into. So, the logical thought is this: If staging does so much for selling homes, why can’t it do just as much for renting?

Why staging works

Imagine walking into a unit you’re interested in renting. The unit is empty. There is nothing in the rooms except open space and bare walls. While some managers make the mistake of thinking that open space is a blank canvas for a prospective renter to view their future, this is most often not the case. A prospective tenant may, in fact, find him or herself overwhelmed at the very thought of trying to imagine how furniture will fit and how certain things will look.

Now, imagine walking into a unit that is moderately furnished and arranged to look as though it is lightly lived in and every space has a well-designed purpose. You can see how beds fit in the bedrooms, get a feel for the living room space and how well your stuff will “go,” and you’ll even get a feel for color palettes. This is because staging does two things:

  1. Helps prospective renters see all that is possible in the space
  2. Allows the presentation of certain features while minimizing other features that aren’t as desirable

Want to get units occupied quickly?

We’ve got a strategy for that. Here’s how to do it right:

Find the Space. It may not be economical to bring in a staging crew and materials for every vacant unit. In these cases, try to reserve one unit for the purpose of staging. Many managers use the staged unit as the office if there is not an actual office space on the property. Either way, you can always look into writing a staged unit off as a marketing expense.

Rent. If you have the ability to stage individual units, renting furniture may be your best bet. This way, you have a great design for the exact amount of time you need it. As an added bonus, many rental stores deliver.

Invest. If, on the other hand, you’re looking for a long-term solution, remember that you don’t have to buy brand new, brand name furnishings. Lightly used and well taken care of items will definitely suffice. So, keep your eye on Craigslist and any area Buy-Sell-Trade Facebook pages where people tend to list some very affordable furnishings and designs.

Mind the Color. To get the most from staging, you need to pay attention to color schemes and trends. Just because you are getting a couch from Craigslist and chairs from the newspaper doesn’t mean you can just throw whatever into the space and produce a hodge podge layout. The power of staging is in the ability to make a unit look like the best version of itself.

Watch for Details. Throw pillows, window coverings, art work, and a small number of knick knacks should all be on your list. But, again, don’t go broke over the details. Some of the best stores for highly desirable home décor that won’t break the bank include Home Goods, Marshalls, TJ Maxx, and Ross.

Rather leave it to the pros? We love staging, and we love getting the properties under our management to occupancy even more. Contact us today to see how we can work together. Call 817-295-5959 or email us at .

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Harnessing the Power of a Multifamily Podcast for Property Managers

Multifamily podcast markting

As a property manager, utilizing a multifamily podcast can revolutionize your rental property marketing strategy, enabling you to effectively reach and engage with prospective and current tenants. The multifamily podcast offers a dynamic platform to showcase your properties, share valuable insights, and build relationships with prospective renters. Read a few of our podcast tips and tricks for property managers starting their own podcasts below.

Connect with Prospective Tenants
A multifamily podcast allows property managers to connect directly with prospective tenants. Through podcast episodes, you can showcase your rental properties, highlight their unique features, and communicate the benefits of living in your communities. This personal connection helps build trust and creates a sense of familiarity before prospective tenants even visit the property.

Share Property Highlights and Stories
Podcasts offer a storytelling platform that goes beyond traditional marketing methods. Use your multifamily podcast to share compelling stories, success stories of current tenants, and showcase the amenities of your rental properties. Through engaging narratives, you can captivate your audience and generate excitement about your properties.

Expert Insights on the Rental Market
Position yourself as an industry expert through your multifamily podcast. Share insights on the rental market, market trends, and expert advice on topics relevant to prospective tenants. By offering valuable information and positioning yourself as a knowledgeable resource, you build credibility and attract tenants seeking trusted guidance.

Highlight Neighborhood and Community
Beyond promoting your properties, use the podcast to highlight the surrounding neighborhood and community. Discuss local attractions, amenities, schools, and events that make your rental properties desirable. By showcasing the community, you attract tenants who are not only looking for a great home but also a vibrant and welcoming neighborhood.

Conduct Property Spotlights
Dedicate episodes to spotlight individual rental properties. Describe the unique features, amenities, and floor plans, and share stories of current tenant experiences. Highlighting specific events on your properties can showcase the community aspect of your rentals. This personalized approach allows prospective tenants to envision themselves living at the property and fosters a deeper connection between you and your tenants.

Feature Testimonials and Reviews
Incorporate tenant testimonials and reviews into your multifamily podcast. Share the positive experiences and satisfaction of current and past tenants, highlighting their testimonials and feedback. This social proof reinforces trust in your properties and boosts the credibility of your rental properties.

Engage in Q&A Sessions
Host Q&A sessions in your podcast episodes to address common questions and concerns prospective tenants may have. Encourage listeners to submit their questions, and provide informative and detailed responses. This interactive approach demonstrates your commitment to transparency and fosters a sense of trust with prospective tenants.

Starting your own multifamily podcast can be a powerful tool for your marketing toolbelt. Embrace the podcasting journey and unlock new opportunities to contribute to the success and advancement of your rental communities.

Interested in more suggestions and tips for your podcast journey? Our professionals know multifamily marketing. Contact us today at 817-295-5959 or email us at .

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Marketing to Different Generations to Optimize Success

Generation Marketing Tips

In the dynamic field of property management, understanding and effectively marketing to different generations is essential to attracting and retaining tenants. Each generation has unique preferences, lifestyles, and priorities, influencing their choices when it comes to rental properties. By implementing generation-specific marketing approaches, property managers can optimize their success in attracting and catering to tenants from various age groups.

Understand the Generational Landscape
Start by familiarizing yourself with the characteristics and preferences of different generations. From the tech-savvy Gen Z to the independent-minded Millennials to the career-driven Gen X and the seasoned Baby Boomers, each generation has distinct values, expectations, and communication preferences. Understanding these nuances will enable property managers to customize their marketing efforts accordingly.

Tailor Messaging and Communication Channels
Craft targeted messaging that appeals to each generational segment. Use language and imagery that resonate with the specific values and aspirations of each generation. Consider using different communication channels to reach different age groups, such as social media platforms for younger generations and traditional media outlets for older generations.

Embrace Technology
Leverage technology to attract younger generations and showcase your properties effectively. Utilize virtual tours, high-quality images, and engaging video content to provide an immersive experience for tech-savvy renters. Consider implementing online rental applications, digital lease signing, and convenient payment portals to cater to the preferences of digitally native generations.

Highlight Amenities and Features
Different generations prioritize different amenities and features. Customize your marketing materials to emphasize the selling features that resonate with each age group. Highlight communal spaces, fitness centers, and social activities for younger generations, while emphasizing convenience, accessibility, and peaceful environments for older generations.

Foster a Sense of Community
Creating a strong sense of community is crucial to attracting and retaining tenants of all generations. Emphasize the social aspects of your properties by showcasing common areas, highlighting community events, and promoting opportunities for social interaction. Encourage tenants to engage with one another and create a welcoming environment for all.

Prioritize Sustainability and Energy Efficiency
With increasing environmental consciousness, sustainability and energy efficiency are important considerations for many tenants, regardless of generation. Highlight eco-friendly features such as energy-efficient appliances, recycling programs, and green spaces. Positioning your property as environmentally responsible can attract a wide range of tenants.

Offer Flexible Lease Options
Recognize that different generations may have varied needs and preferences when it comes to lease terms. Consider offering flexible lease options such as shorter-term leases or month-to-month arrangements to cater to the lifestyle choices and mobility requirements of younger generations. Meanwhile, offering longer-term leases may appeal to more established and settled tenants.

Leverage Testimonials and Reviews
Positive reviews and testimonials from tenants of different generations can significantly influence the decision-making process for prospective renters. Encourage satisfied tenants to share their experiences and feedback online or through testimonials. Display these testimonials on your website and social media channels to build credibility and trust among prospective tenants.

Continuously Adapt and Evolve
The preferences and expectations of generations evolve over time, so it’s crucial to stay informed and adapt your marketing strategies accordingly. Regularly reassess your approach, conduct market research, and stay updated on demographic trends to ensure your property management practices remain relevant and appealing to different generations.

Generation marketing is a powerful strategy for property managers looking to attract and engage tenants from different age groups successfully. Implementing generation-specific approaches will position your properties as desirable choices, ensuring long-term success in the competitive property management landscape.

Need more ideas or a company to take it all off your shoulders? That’s what we’re here for. Contact us today. Call 817-295-5959 or email us at

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Create Rental Ads for Tenant, Search Appeal

Rental ads blog post image: four people sitting in a line behind the word advertising.

If your advertising isn’t exactly bringing the best tenant in the door, take a few minutes to assess your existing ads and property website. Attention to detail—and a few proven property marketing elements—will soon have your rental property ad conversions climbing as quickly as your occupancy rates. Your bottom line will thank you.

Description with Keywords

Do a quick Google search pretending you’re a prospective tenant. What words are you using to search? What features and amenities are most important for you? Include those keywords in a unique, detailed description that anyone can read easily and quickly. List some top keywords in bullet points like this:

  • Reserved parking
  • Gated entry community
  • Newly renovated kitchens
  • Easy access to [major community feature or highway]

Make sure your description makes your property sound appealing and creates a sense of urgency. Use phrases like, “our most popular floorplan,” or “the best neighborhood” to get prospects to click through to your website to learn more or apply.

Amenities List

Search engines now deliver search results that include lists of amenities when users search for apartments. List community features and amenities in a separate section of your ad to maximize the information a tenant can see when your ad result pops up in their search.

Cost by Floor Plan

Yes, you always need floor plans on your website. It may also be a good idea in a competitive market to post your floor plan as an ad image to invite more clicks. Provide a cost breakdown of each unit by bedroom and bathroom; search engines sometimes provide those results when searchers are looking for a specific term like, “cost of a 2 bedroom apartment near me.”

Interior and Exterior Pictures and Video

You just can’t go wrong with bright, clear photos of your rental property. Great pictures help prospective tenants picture themselves living in the space, so provide multiple photos that entice prospects to want to learn more.

Try a walkthrough video or virtual tour for even more effective advertising images.

Call to Action

Ask searchers to apply! Some dynamic ads allow you to test out multiple titles, descriptions, images and calls to action in your ads. While “apply now” appeals to someone with an immediate need, it may not convert those who aren’t yet familiar with your property or who are looking for a specific amenity or location. Try “learn more,” “see all floor plans,” and “schedule a tour” for alternative calls to action to see what works best to attract that perfect tenant.

Your Tenant Profile Informs How You Build Great Rental Ads

Before you throw money at ads, it’s important to first understand your property, the local market, the competition, and your ideal tenant profile. Class A Management understands attracting quality tenants, and we do market research for each of our properties to craft the highest converting ads possible. Reach out to learn more about our proven strategies for tenant recruitment and retention.