September 8, 2020 - by Erik Carrier
Tips for Managing Online Reviews for Rental Properties
Online reviews might seem like nothing to sweat over but they can have a huge impact on the success of a business, and whether or not you have enough tenants to fill the building next month.
Choosing a perfect apartment isn’t something people take lightly so online reviews can be crucial. Potential renters want to know before they sign on the dotted line if they have any shot of successfully getting a broken appliance fixed, or if the staff will be friendly and helpful.
To make sure you’re always on top of what people are saying about your rental properties, use these tips for managing online reviews for rental properties.
Have an Employee Dedicated to Profile Review Management
The best way to stay on top of rental property reviews is to have one employee dedicated to reviewing management. When you can have one person, whether its an intern or a part-time employee, focus all their energy on communication efforts, not nearly as much gets lost in the clutter.
Start off by establishing a set of guidelines for how you would like them to respond by providing information they can look back on when problems arise. Be clear when defining all expectations to ensure they are on the right path for effective review management.
Respond to All Reviews Promptly
A review should always have a response within 24 hours, or as soon as it’s discovered. Ignoring reviews doesn’t make them go away, it just makes the management company seem like they don’t care. That’s the last reputation you want as a customer service focused company, so don’t let any reviews slip through the cracks.
Even if the review doesn’t include any issues to resolve or questions to answer, quickly drafting up a small thank you response goes a long way.
Make Each Comment Personal and Polite
Don’t generate a generic “one size fits all” response to comments on every review. A response that lacks any personality or attention to detail is almost worse than ignoring the review altogether. As you’re crafting each personal response, never let emotions get the best of you. The response should be professional and polite no matter what is said in the review.
If it’s a positive review make sure to show your appreciation for the kind words with a response such as “Thank you for sharing your experience, we are happy to hear…” and continue with a response tailored to what was said in the review.
When it comes to negative reviews, lead with an apology, and follow up with possible solutions to their problem and a way to contact you for further discussion outside of public review comments.
Encourage Reviews From Happy Tenants
Managing reviews can be tricky when happy tenants don’t tend to think about leaving a review as often as unhappy tenants do. To combat the number of potential negative comments, encourage happy tenants to leave reviews too.
Offer small rewards or drawing entries for anyone who takes a moment to leave a review. It allows happy tenants to voice their experiences while feeling like they are getting something out of it as well.
Remember not to force a specific response when encouraging reviews. While positive comments are desired when offering incentives, you can’t make someone portray the company in a particular light. Getting caught faking reviews reflects poorly on the authenticity of the business.
Share Positive Reviews
Capitalize on any positive momentum by sharing thoughtful comments on your digital platforms. You worked hard to make tenants happy so don’t be afraid to shout it from the rooftops. Repost the comments on social media and make a dedicated testimonials page on your website to showcase happy customers.
When reviews just sit in once place they can get lost in the clutter, and serve little to no purpose. Showcasing them on multiple platforms allows you to capitalize on positive experiences by reaching a larger audience.
If your current property management system isn’t cutting it anymore, contact Redstar Property Management to make your life easier!
Request a consultation with the property management experts at RedStar Property Management and discover ways to enhance the tenant experience and increase the passive income stream from your rental property.