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.
