Responding To Negative Reviews As A Property Manager Sunset Plaza Apartments Jackson
A property manager does more than manage an apartment complex and community. They are responsible for everything from accounts receivable to running interference for negative reviews. In fact, when it comes to bad reviews, it’s not uncommon for them to come out of nowhere, even from tenants who previously lived at the property. And while most people will overlook the occasional negative review, they might have a change of heart if the random complaints become an ongoing issue. Here are things every property manager needs to know about handling bad reviews.
STAY ORGANIZED The first step to dealing with negative reviews is proper organization. Take note of which online forums and sites the property is listed on. Make time to review each site at least once or twice a week to screen both positive and negative reviews. There are downloadable apps that send instant notifications to phones when someone leaves a comment.
RESPOND QUICKLY It only takes an instant for a negative review to spread online, so response time needs to be quick. Whether positive or negative, make sure to respond in a timely fashion. Also, make sure that any response given is polite and not antagonistic. Nothing fuels someone’s fire than a property manager lashing out.
REPUTATION MANAGEMENT Regardless of how well run a property is, there’s bound to be someone who isn’t happy. Bad reviews are simply part of the job. However, the way they are handled can make a huge difference. Create a strategy that approaches both positive and negative reviews. For negative reviews, always open with an apology and ask what can be done to rectify the issue. Never insinuate that the writer was wrong in any way. That will only exacerbate the issue and possibly lead to more negative reviews being left online. Also, ask for the writer to contact the property directly, so the issue can be handled in a more professional manner.
The internet is a wondrous thing. On one hand, it provides the general public with the power to find just about anything they want. It also gives them the power to vent about things they feel are less than ideal, including a property they lived in, toured, or even did business with. Keeping a level head is the best way to defuse the situation and ward off potential negativity down the road.
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